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The challenge: build a centralized infrastructure for customers on five continents
Companies in the banking, healthcare, tourism, insurance, retail, telecommunications, energy sectors and more use the Hermes software, a solution developed by Vocalcom for omnichannel contact centers. Hermes serves 1,400 customers operating from 592 platforms on five continents.
Vocalcom has been a global leader in omnichannel contact center solutions since 1995 and is facing a real challenge with such a heterogeneous customer base.
"The challenge was to standardize all of these platforms on a single architecture, in the cloud, in five regions of the world, so that we can concentrate our innovations and development investments on a single version. This will enable us to be more cost-effective and faster in terms of innovation," explains Karine Palacios, Chief Product Officer at Vocalcom.
Stability, architecture, data storage, security: nothing should be left to chance. With the aim of improving performance and streamlining costs.
This migration project was not just about migrating our customers to the cloud, it was about fundamentally transforming this company.
Karine Palacios, Chief Product Officer, Vocalcom
All stakeholders involved in agile project mode
Vocalcom decided to engage with Orange Business experts to benefit from comprehensive support. The goal: to consolidate the entire cloud infrastructure with AWS and establish a common and unique architecture for all platforms. A project team came together to redesign the telephony and software architecture. An Orange Business security expert and a Vocalcom security expert have also strengthened the team to support them in their desire to achieve ISO 27001 certification.
"The Orange teams, with their knowledge of the AWS world and the cloud, have greatly helped us develop our skills in this area," says Karine Palacios. "I felt like I was with a small, agile business unit that adapted extremely effectively to our needs."
A successful first digital transformation
"This migration project was not just about migrating our customers to the cloud, it was about fundamentally transforming this company," says Karine Palacios.
This ambition is becoming reality. The project started a year ago, and the migration of European customers to AWS cloud has already been completed, and the project is continuing in other regions of the world.
The benefits are already evident. Vocalcom has achieved economies of scale, has initiated an organizational and cultural transformation of the company and, above all, has made a technological leap thanks to the cloud. This transformation has increased the innovation power of all intelligent features of the Hermes software with AI-optimized, personalized and predictive contact center solutions.
In the end, customer journeys and user experience have reached a whole new level. And this is just the beginning.
1,400
customers operating from 592 platforms use the Hermes software