Retail
CONTACT CENTER MIGRATION TO MICROSERVICES
75% reduction in onboarding time with microservices architecture
25%
Acceleration in service provision
10K
Processed requests per day
40%
Increase in upsells
ABOUT CLIENT
A national retailer of consumer appliances and electronics serving with almost a 30-year history created to deliver best-in-class items to over 27 mln customers. The company actively develops offline retail and eCommerce. It has 160+ brick-and-mortar stores and more than 10 mln online.
CHALLENGES
Challenging onboarding process
Inefficient interactions with buyers
Monolithic architecture became a core blocker to remaining competitive
Severe competition inside the domain forced the company to strengthen its position in the market. Business processes analysis showed the call contact center part of the monolithic software is one of the core bottlenecks requiring an immediate response.
The complexity of monolithic contact center maintenance
The legacy system could not cope with the flow of requests and gave failures, fraught with significant financial damages for the company.
Lack of system maturity to set up eCommerce customer support
Out-of-the-date components, responsible for communication with the clients and order processing, were configured to serve brick-and-mortar stores and did not contain features to support eCommerce.
The laconic desktop interface was familiar to experienced employees but incomprehensible for beginners, whose onboarding took time and reduced their mentors' productivity.
Employees had to switch between several programs during an interaction to get relevant data and help a client with a specific question.
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PROVIDED SOLUTION
JEVERA's dedicated team of 8 specialists migrated the contact center software to microservices in 8-12 months using the parallel run method. Engineers developed new business logic and services from scratch in a unified technology approach. These services took on the main burden of data movement, shaping business processes, and integrating with systems.
Within the development, engineers had designed 10+ integration points providing real-time data transmission between back-office systems (such as ERP, CRM, marketing, analytics, warehouse, product catalog, online shopping cart, etc.) and third-party services (post offices, courier services, and so on). This approach enabled the system to maintain the omnichannel nature of the company, connecting all the software for a high-quality request solution.
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The system improved by interface and web-oriented connectors was well-designed, and there was no need to move any processes out of it. Otherwise, it would be too laborious.
- Ievgen Chupryna, Software Architect @ JEVERA
FUNCTIONALITY
ONE-STOP-SHOP INTERFACE
The crucial step towards the final goal was the web one-stop-shop interface development. It allowed unhindered access to the rest of the monolithic systems from any device.
REAL-TIME TIPS & NOTIFICATIONS
The solution allows contact center agents to receive smart tips about each client within a conversation: their issues, preferences, and peculiarities of behavior. The upgraded contact center also delivered the ability to notify agents about promotions suitable for customers. Consequently, it enabled the company to increase the level of up-/cross sales.
INTUITIVE UI
The JEVERA team designed a convenient and user-friendly UI allowing newcomers to master processes faster and mentors - to remain focused on their daily tasks.
ACHIEVED RESULTS
The migration from a monolithic architecture to microservices became the new era of customer support for our business clients. Working with JEVERA shoulder-to-shoulder, the company managed to achieve:
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increase in upsells level by 40%
-
acceleration in service provision by ¼
-
processing of 10K requests per day
-
onboarding time decreased by 75%
-
omnichannel approach support
40%
Increase in upsells
25%
Acceleration in service provision
10K
Processed requests per day
75%
Cut in onboarding time
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TECHNOLOGY STACK
FREQUENTLY ASKED QUESTIONS
What is contact center migration?
Contact center migration is moving an existing contact center infrastructure from one technology platform, location, or architecture to another. It can contain multiple phases: planning, design, testing, deployment, and ongoing support.
What are the key drivers of call center migration?
The top drivers of call center migration business usually have technology obsolescence, cost reduction, scalability, and improved customer experience.
How can microservices engineering boost contact center software?
Microservices engineering can provide several benefits to contact centers, including scalability, flexibility, agility, and smooth integrations with other services.
What stages does a contact center migration plan contain?
Several key factors to consider when planning a contact center migration include business objectives, technology requirements, data migration, training & support.
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