When complexity hindered CX, the client had to take a strategic call to prepare for the future.
For years, a leading client in the financial sector relied on a traditional contact center setup. At first, it worked just fine in connecting customers to agents through the contact center and CRM systems. But as their business expanded, the cracks began to show.
Applications needed an overhaul, maintenance costs were spiking, and their contact center IP telephony hardware upgrades proved to be costly. The customer’s data sat in silos, limiting cross-functional collaboration and bogged down agents who were trying to deliver fast, personalized support.
The client realized they needed more than patchwork fixes. They needed a bold step forward: one that would empower agents, unify systems, and bring AI into the heart of customer experience.
Equipped with a thorough assessment of the current IT ecosystem, the team at Movate were inspired to come up with a bold vision for CX.
The contact center transformation projects will entail end-to-end Genesys Cloud CX implementation and integration with Salesforce Service Cloud.
The turning point
The team at Movate proposed a CCaaS (Contact Center as a Service) implementation with native GenAI entailing a multi-year transformation and support engagement covering global locations.
- Plan to move beyond voice to true omnichannel support, which entailed chat, video, self-service, and bots.
- Plan to scale operations up or down easily based on seasonal demands and call volumes fluctuations.
- To tap into the power of AI-driven insights, smart routing, and automation.
Movate’s proposal : AI-led cloud migration
Instead of a “rip and replace” approach, Movate proposed a phased migration to an AI-enabled, cloud-first CX platform.
- Turnkey CRM Contact Center integration to ensure that agents have the right context at their fingertips.
- AI features like Agent Copilot, AI Assist, Voice Bots, and even Secure Video Calls to redefine how agents will engage with customers.
- Localized customization to allow global experience centers to tailor services for local markets and languages, including French, Spanish, and Portuguese.
The plan was simple: to move fast without disrupting day-to-day service.
The impact: Future-readiness matters
The transformation project will be more than a technology upgrade as it involves a cultural shift toward AI-powered customer engagement.
- Customers will enjoy seamless, proactive communication (asynchronous messaging) across SMS, WhatsApp, web, and mobile apps.
- Agents will be empowered with smarter tools, better insights, and automation that reduces repetitive tasks.
- The organization will be set up for long-term agility with scalable cloud infrastructure and continuous support from Movate in the years to follow
The big picture: current vs future requirements
For this global payments leader, the project is not just about modernizing a contact center. It is about future-proofing their customer experience in an AI economy.
And with Movate as a trusted partner, the journey from complexity to simplicity will be transformative.
How about your AI-led CX?
Movate helps global enterprises migrate, modernize, and scale their contact centers with cloud-first, AI-enabled solutions that unlock better experiences for customers and agents alike.
Contact us for the details of this project and other demos, AI use cases and how Movate can help you achieve your digital transformation goals.
About the author
A seasoned, Senior Technology and Engineering leader with 2 decades plus of industry experience, Kiran is passionate about driving digital transformations and with expertise of solution engineering and leading strategic consulting globally with clients across NA, Europe and APAC. He collaborates with C-Suite leaders of clients to enable them in realising their Digital Business Transformation Goals. LinkedIn.
Amardeep Juneja is an accomplished business and technology leader with a strong track record in IT services and outsourcing. Currently the Head of Europe – ITO and Vice President at Movate, he has played a pivotal role in scaling operations and forging long-term client partnerships.
With over 20 years of industry experience, including nearly two decades at HCL Technologies—15 of those based in Europe; Amardeep brings deep regional insights and a strategic outlook to his work. His expertise spans enterprise sales, business development, and managing cross-functional teams in fast-paced global environments. LinkedIn.