Case Studies

Cimphoni led a major Customer Experience (CX) transformation starting with the retirement of legacy channel solutions including Avaya, and the transition to Genesys Cloud. Our work began by interviewing stakeholders to assess their operational and technical environments, writing the RFP and leading the evaluation and final vendor selection. Cimphoni negotiated contracts for implementation services and 5-year software and support agreements. We managed the overall implementation comprising a cross-functional client team and five external vendors. The platform was implemented for over 4,500 corporate, contact center and retail employees spanning 19 lines of business. The solution enabled four customer interaction channels built across over 400 Genesys Queues and included integrations with third-party Workforce Management (WFM) and multiple internal CRM/systems of record. The project culminated in the formation of new internal teams, new governance and workflow processes and a strong foundation to build upon.