To keep pace with shifting customer preferences, the growing number of channels and highly competitive markets, businesses of all sizes and industries are moving to a cloud contact center. But the move from an on-premises solution to a cloud platform doesn’t happen overnight. Organizations can be more successful when they look at the move to the cloud as an opportunity for customer experience (CX) transformation — not just a lift and shift. 

Let’s look at some common considerations when transforming your contact center, as well as ways to ensure the move is seamless for your users and your customers. We’ll also look at three companies that have benefited from a move to a cloud contact center platform. 

Enabling AI in the Cloud 

Migrating to the cloud isn’t just about modernizing infrastructure; it’s about unlocking the full potential of artificial intelligence (AI) tools to transform customer and employee experiences. Cloud-native platforms provide the scalable foundation, access to real-time data and flexibility that AI technologies require to help drive intelligent decision-making. 

Once in the cloud, contact centers can deploy AI capabilities like virtual agents, predictive routing, sentiment analysis and real-time agent assist — all of which are difficult or impossible to truly implement effectively in legacy, on-premises environments. These AI-driven tools not only automate routine tasks, but they also enhance decision-making, can help to personalize interactions and can improve outcomes for customers and employees alike. 

A Genesys report even found that, among 1,000 CX leaders surveyed, 59% expect adopting AI in customer experience will increase customer loyalty and lifetime value. 

By making AI a core part of your cloud strategy, you ensure your contact center stays future-ready. This will enable you to adapt quickly to changing customer expectations and continuously improve through data-driven insights. 

Optimizing Voice in the Cloud 

While customers have grown accustomed to the speed and convenience of digital channels, self-service and bot-led experiences, the voice channel isn’t going anywhere. And much like digital, customers expect voice to be efficient and effortless. 

However, a common concern companies have with migrating to a cloud-based contact center solution is the quality of voice traffic, especially if it’s moving across multiple regions.  

Solutions exist to help ensure there are no quality issues when moving voice to the cloud. For instance, the Genesys Cloud™ Global Media Fabric allows customers to configure their organization’s contact center so that any group of users and any trunks within the organization can be associated with a specific Genesys Cloud region. This reduces the distance traffic must travel — and that can minimize degradation. 

With the right architecture in place, companies can maintain high voice quality while delivering consistent, seamless experiences across every channel. By addressing voice performance head-on and leveraging solutions like the Genesys Cloud Global Media Fabric, businesses can confidently move voice to the cloud — without compromising on the customer experience.  

Enabling Complex Routing Architectures 

Over time, many organizations with on-premises or hosted contact centers have developed highly customized — and complex — routing systems to match customers with agents. The shift to CCaaS doesn’t mean you need to rebuild these systems from the ground up. In fact, it’s a perfect opportunity to reconsider what works — and what will make the customer experience even better. 

The cloud allows you to reimagine what’s possible and introduce new features, functionalities and efficiencies. Genesys Cloud has no-code orchestration tools available to easily configure routing flows, which gives customers the control when orchestrating experiences for customers and employees.

Ensuring Security, Privacy and Uptime Assurance 

Security, privacy and uptime are table stakes for organizations of all sizes and across all industries, especially in the public sector. Customers expect that their personal information and data will be protected. 

Contact center security must be one of your top business priorities — and it should be a top priority for your contact center partners, too. In the cloud, security is a shared responsibility, with each organization playing their part in this crucial business activity. 

To enable resiliency and business continuity, Genesys Cloud uses a high-availability approach in which the full set of services are deployed in multiple independent Amazon Web Services (AWS) regions globally, in an active-active-active architecture and across a minimum of three AWS Availability Zones per region. Availability Zones are isolated data centers within an AWS Region to offer redundancy and physical separation as well as provide infrastructure for failover. 

Integrations with Your CCaaS Solution 

Maintaining integrations with the contact center software solutions your organization uses to engage with customers is crucial. To maximize success when moving to the cloud, ensure the CCaaS platform allows you to create an integrated portfolio of systems and services with simple integration methods. 

The Genesys Cloud platform includes open APIs, industry-standard developer tools and configuration points that allow you to easily customize integrations. This also gives you the flexibility to decide how your systems work together, even as service providers change. And a platform with a robust and active app marketplace of marketplace of pre-built app integrations from trusted partners enables you to quickly address your unique processes and use cases. 

Transforming CX Across Industries with the Cloud 

Genesys has already helped thousands of customers make the transition from an on-premises contact center to a cloud contact center platform. While everyone’s CX transformation journey is unique, here are a few examples that illustrate the potential across a wide range of industries. 

Rabobank: Improving Agility, Simplicity and Innovation  

A pioneer in the digitization of banking, Rabobank aimed to reimagine its customer experience by modernizing its contact center and embracing a cloud-first strategy. With the goal of becoming more agile and efficient, the financial services leader transitioned from legacy Cisco Systems to Genesys Cloud, seeking greater scalability, faster innovation and a consistent service experience across all channels. 

The shift empowered Rabobank to unify customer service across voice, chat, messaging and digital channels — all managed through a single platform. With Genesys Cloud, Rabobank now offers faster, more personalized support while ensuring compliance and security.  

The solution also enables real-time data visibility and streamlined integration with the bank’s CRM and back-office systems, making it easier for agents to access context and deliver meaningful interactions. 

“We wanted to move from reactive to proactive service, where customer needs are anticipated and addressed in real time,” said Dennis van Dijk, Product Manager at Rabobank. “Genesys Cloud gives us the flexibility and intelligence to deliver consistent, seamless experiences — and the ability to innovate without being held back by legacy technology.” 

“We wanted a partner with a native cloud solution built from the ground up, rather than an on-premises product repackaged for the cloud,” said Thom Kokhuis, Senior Vice President and Head of Conversational AI, Data & CRM, at Rabobank. “We needed a strategy that leaned toward DevOps wizardry and rapid innovation with open application programming interfaces and a microservices architecture.” 

By migrating from on-premises technology to Genesys Cloud, Rabobank: 

  • Saved over $2.2 million in hardware and IT staff costs 
  • Increased productivity by 25% with asynchronous web messaging 
  • Enabled the ability to deploy new features in days compared to weeks 

Metergy: Enhancing Efficiency and Impact 

A forward-thinking utility services provider, Metergy set out to elevate both customer and employee experiences by modernizing its contact center operations. As part of a broader digital transformation strategy, Metergy migrated from an aging on-premises system to Genesys Cloud. The company aimed to improve service reliability, drive efficiency and reduce operational complexity. 

With Genesys Cloud, Metergy unified its customer service operations, enabling seamless support across voice, chat and email — all through a single, intuitive platform. The solution streamlined workflows and automated key processes, such as call routing and customer identification, significantly reducing wait times and increasing first-contact resolution.  

Employees now benefit from deep integrations with internal systems that provide full customer context, empowering them to deliver faster, more personalized service. 

“We wanted to get more hands-on and self-serve, rather than keep relying on slow and costly external support,” said Maudrie Smith, Director of Customer Care Operations, at Metergy Solutions. “Genesys Cloud was definitely the easiest to maneuver and had all the services we had on our wish list. And it was the first time in my entire career that I’ve implemented a major project in 10 weeks.” 

By migrating from on-premises technology to Genesys Cloud, Metergy saw: 

  • 30% productivity increase 
  • Improvement in customer satisfaction (CSAT) 
  • Absence rates dropping to virtually zero — resulting in reduced wait times, speedier service and more satisfied customers 

Humm: Elevating Service with Cloud-Powered Personalization 

A leader in the consumer finance space, Humm Group sought to reinvent its contact center operations to better align with its digital-first customer base. The company recognized that its legacy on-premises system could no longer keep up with customer expectations for speed, flexibility and personalization. By moving to Genesys Cloud, Humm aimed to centralize its operations, modernize engagement channels and reduce the complexity of managing multiple platforms across regions. 

The transition unlocked a unified, cloud-based platform that enables Humm to deliver fast, personalized service across voice, chat, messaging and email — all while maintaining high levels of compliance and operational efficiency. The team now leverages real-time insights and AI-driven capabilities to anticipate customer needs and improve first-contact resolution.  

At the same time, employees benefit from simplified workflows, intuitive tools and seamless integration with existing CRM systems. 

“Genesys Cloud has given us the agility to keep pace with customer expectations,” said Jason Ong, Head of Customer Contact at Humm Group. “We’ve gained the ability to scale, introduce new channels and enhance the quality of every interaction — all while supporting our teams with better visibility and control. It’s not just a technology shift; it’s a shift in how we serve our customers.”  

“Genesys Cloud enabled us to provide the omnichannel experience that we wanted to give our customers,” said Andrew Murrel, Chief Operations Officer at Humm Group. “It’s a platform for innovation and design, which means I’m not beholden to our IT teams to help us develop. We have the ability to innovate on Genesys Cloud to continue to evolve customer experience.” 

By migrating from on-premises technology to Genesys Cloud, Humm Group saw: 

  • 40% increase in service levels 
  • Reduced operating costs by 32% 
  • Reduced call abandonment by 16% 

The Time for CCaaS Is Now 

A move to the cloud is a catalyst in customer and employee experience transformation. To remain competitive, it’s not a matter of if but when — and how — your organization will adopt a cloud contact center platform. 

While a CX transformation requires planning, you don’t have to feel like you’re starting over. And you don’t have to do it alone. 

For a fast and effective transformation, look for a partner who has the experience to keep you on track and help you meet your goals at every step of the journey. Read our eBook to learn out why top brands trust Genesys Cloud AI for seamless CX transformation.