Achieving ambitious business outcomes faster

The vision to provide a consistent customer experience

Xerox, a workplace technology leader, has expanded into software and services and other new technologies to redefine the work experience for customers. Its scientists and engineers are building on a rich heritage of innovation to introduce disruptive digital transformation technologies, including augmented reality, robotic process automation, additive manufacturing, cleantech and the internet of things.

Until this year, Xerox used non-standardized global contact centers. “We interacted differently depending on what country the customer’s from, what products they’ve bought and how they’ve purchased them,” said Jason Ferguson, VP Digital Experience at Xerox. “So, we had lots of different systems, processes and teams trying to support the customer in an unintegrated way.”

The pandemic also brought its own set of challenges. “COVID-19 amplified problems we were already having,” added Ferguson. “It was very difficult to push traffic and interactions to specific groups, especially with people working from home. We had to define a future state and get there as fast as possible.”

Realizing value from professional services

Xerox embarked on a global implementation project using the Genesys Cloud™ platform as the foundation to migrate more than 3,600 agents supporting customers in 67 countries and 14 different languages. “The best thing about native cloud architectures is that you don’t have to worry about data centers, compute, storage and networks — all complicated stacks with long lead times,” said Naresh Shanker, CTO at Xerox.

Xerox quickly saw the benefits of enlisting support from Genesys Professional Services to complement internal capabilities. “We faced significant challenges,” added Shanker. “We were missing documentation, so it was hard to get a clear view of the systems, software and infrastructure we’d acquired over the years. Likewise, we couldn’t describe what we needed in terms of CX features. And we needed to migrate managed services from our previous provider who held detailed information on our dial plans and call flows.”

An easy move to all-in-one composable platform

The Xerox and Genesys implementation teams completed a remotely managed deployment, leveraging the proven Genesys prescriptive migration approach to overcome obstacles and unforeseen requirements.

The result is a global all-in-one contact center platform that composes experiences in 14 languages for customers across 67 countries — complete with speech recognition for IVR call routing, full interaction and screen recording, and quality management. Genesys Cloud is connected to the company’s SAP CRM system and Survey Dynamix, capturing real-time actionable insights through customizable surveys across channels. An embedded workforce management tool has made a big difference, too. Xerox now utilizes Genesys Workforce Engagement Management across the globe for a better employee experience.

“The highest cost is your workforce, so you want to make them as productive and efficient as possible. We have a powerful tool that does this dynamically,” added Shanker. “With the data and analytics available, we can design more proactive engagement models to improve productivity, wait time, call handling, workload balancing and more.”

Securing quick wins

Laying the foundations for omnichannel CX, Xerox is already reaping rewards from a standardized, resilient global platform. It has retired seven legacy solutions — reducing technology debt and unifying customer journeys. Other benefits include simplified call designs, enhanced routing and processes for adding new business groups.

“We always felt Genesys had our back,” concluded Ferguson. “It was a pleasure to work with this team. I can’t speak more highly of the quality of the solution and how excited our agents, managers and executives were when we could finally track and see what was going on in our business.”