AMany people attribute the success of major system roll-outs to technology. Yet it is usually the preparation
and the people who make the real difference.
The E.ON Hungária Group’s Genesys Cloud migration project has recently been officially completed,
marking the transition from the on-premises Genesys Engage system – which had been in operation for over
15 years – to the Genesys Cloud solution. Based on operational experience over the first few months, it is
already safe to say that the project has successfully achieved its objectives, both from the customer’s and
the supplier’s perspective.
What made this migration unique was not only that the system had to be migrated to a cloud platform of
strategic importance, but also that it had to be completed in just half a year.
“One of the keys to the success of the preparation was that we documented all the relevant infrastructure,
processes and reporting requirements in detail, in collaboration with the client. We began preparing users
well in advance of the migration through demonstrations, basic training sessions and train-the-trainer
courses. As a result, we had a team that was fully prepared for the go-live. The former helped ensure a
smooth migration, whilst the latter facilitated a rapid roll-out,” – said Csaba Vámos, senior consultant at
Euronet. He added: “Thanks to the Genesys Cloud solution, existing integrations – such as the SAP
connection – could continue to be used with only minor modifications, so relatively few resources had to be
devoted to this, which was a great help during the roll-out, which took a few months.”
The success of the project was down to the collaboration – spanning more than fifteen years – that had
developed between the teams at the E.ON Hungária Group, Magyar Telekom and Euronet. “There was
harmony and trust. We knew how to work together and what to expect from one another. We knew we all
shared the same goal, and that helped enormously in delivering such a complex project so quickly and
smoothly,” added Sándor Dániel, Senior Expert in Customer Service System Operations at the E.ON
Hungária Group.
Today, 250–300 staff members at E.ON are actively using Genesys Cloud for their work at any one time. The
system supports the management of incoming and outgoing calls, automated campaigns, and SMS and
video call management, whilst – in addition to standard reports – the data required for system monitoring and
operation is constantly available thanks to customised report developments.
However, the transition did not mark the end of our collaboration.
Genesys Cloud is constantly evolving, with new features being added month on month. Euronet regularly
presents these features to its clients, and together they assess their business value to ensure that only those
developments which create genuine business value are implemented.
The aim for the coming period is no longer simply to maintain existing functionality, but to make even wider
use of the platform’s capabilities in order to enable an even higher standard of customer service.
This project has once again demonstrated that a successful system roll-out is not merely a matter of
technology. Well-prepared processes, user support and long-term partnership all combine to turn a complex
migration into a genuine success story.
We would like to thank the teams at E.ON and Magyar Telekom for their trust and cooperation, as well as all
our colleagues who helped ensure that this transition took place so quickly and smoothly.