• Andrew Harper

Contact Center Software Migration To Microservices: Engineering Case Study

Updated: Dec 30, 2021

In 2020, revenues from global e-commerce sales were $ 4.2 T, exceeding the previous year by $ 900k. It's predicted that in post-coronavirus conditions, it will grow up to $ 6.3 T by 2024. The pandemic has allowed retailers to expand their e-commerce capabilities and move one step closer to a digital transformation goal. But how did they start that path?


Contents



We suggest considering successful JEVERA's case study about call center modernization and discovering why legacy contact centers might be a significant obstacle on the way towards commercial prosperity.


Client

National retailer of consumer appliances and electronics serving over 27 mln customers in 160+ brick-and-mortar stores and 10 mln buyers online.

Request


The client turned to JEVERA's specialists with a request to carry out a digital transformation. 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 team had several reasons to make such a conclusion:

  1. the legacy system could not cope with the flow of requests and gave failures, fraught with significant financial damages for the company;

  2. the monolith components responsible for communication with the client and order processing were configured to serve brick-and-mortar stores and did not contain features to support e-commerce;

  3. the laconic desktop interface was familiar for experienced employees but completely incomprehensible for beginners, whose onboarding took a lot of time and reduced the level of their mentors' productivity;

  4. employees had to switch between several programs during a conversation to get relevant data and help a client with a certain question.

Legacy Contact Canter Migration Results

These issues led to slow request processing, upsell inefficiency, high employee turnover, and onboarding process difficulties.


JEVERA engineers had the following tasks:

  • to migrate the monolith functionality responsible for communication with clients to a microservice architecture;

  • to create an intelligent web-oriented interface capable of prompting the contact center agent with the necessary data during a conversation with a client;

  • to provide call center scalability;

  • to accelerate the onboarding process, improving employee experience;

  • to increase the speed and improve the quality of request processing;

  • to create scripts for the software to respond to complaints, warranty requests, etc.

  • to develop software that provides an omnichannel approach to the client.

Solution


JEVERA team of 8 specialists migrated the contact center software to microservices in 8-12 months using the parallel run method. The project had 7 stages:

  1. business analysis

  2. planning

  3. development

  4. testing

  5. deployment

  6. gradual data migration

  7. monitoring.

More about legacy migration methods here.


Particular attention was paid to the interface, and middleware exposes interfaces and shapes business processes. But the main logic did not migrate. The entire base remained to work as before. According to Ievgen Chupryna, Software Architect at JEVERA,


"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."

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.


Contact Center Software Integrations

One more crucial step towards the final goal was the web one-stop-shop interface development. It provided an opportunity for unhindered access to monolith systems from any device. Moreover, the interface allows a contact center agent to receive smart tips concerning each client within a conversation. The ability to notify agents about promotions suitable for customers is a crucial advantage of the new system. Consequently, it enabled the company to increase the level of up-/cross sales.


In turn, the user-friendly, intuitive UI has reduced employee turnover, increasing productivity.


Results

  • increasing upsells level by 40%

  • acceleration of service provision by ¼

  • processing of 10K requests per day

  • onboarding time decrease by 75%

  • supporting omnichannel

Technologies


Java 11, Jhipster 6.4.1, Spring Boot, Spring Cloud, Redis, Oracle (existing DB), PostgreSQL (new DB). Liquibase, Hibernate, MapStruct, Jackson, junit5, Mockito, Gradle, Angular, DevExpress.



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