Heavily customized client services
Alight Solutions is a leading provider of integrated cloud-based digital human capital and business solutions. Leveraging proprietary artificial intelligence (AI) and data analytics, it delivers superior outcomes for employers and their employees across health and retirement benefits, payroll, workforce and professional services.
“We have over 6,000 in-house and external agents spread across 25 countries,” said Robin Vallango, Vice President, Customer Care Technology at Alight. “They handle around 2 million calls a month, plus chats. We customize service uniquely by client but had built up lots of complexity over the years with some 10,000-plus voice and chat routes, over 5,000 skill pools and 6,200 ACD queues.”
Formerly a Genesys Engage™ on-premises customer, Alight wanted to simplify its tangled contact center landscape with multiple hardware, application and technology layers. This included over 10 legacy systems for routing, IVR, telephony, call and screen recording, chat, co-browse, real-time monitoring and campaigns. Alight also lacked a single agent window and holistic customer view — and its IT complexity was compounded by seasonal demand spikes.
Starting a CX evolution journey
From an initial list of five contact center providers, Alight settled on the Genesys Cloud platform, powered by and integrated with Amazon Web Services (AWS).
“Genesys is consistently recognized by Gartner as one of the industry leaders and had been a good partner with our on-premises solution,” added Vallango. “Genesys Cloud met our enterprise-level requirements. And their open API set and AppFoundry partners have since become highly beneficial to us.”