{"id":334553,"date":"2020-08-11T21:15:02","date_gmt":"2020-08-12T04:15:02","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=334553"},"modified":"2020-08-23T21:17:16","modified_gmt":"2020-08-24T04:17:16","slug":"journey-to-the-cloud-concord-servicing-corporation","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/journey-to-the-cloud-concord-servicing-corporation","title":{"rendered":"Journey to the Cloud: Concord Servicing Corporation"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Recently, I had a conversation with our long-time Genesys customer, Concord Servicing Corporation<\/a> \u2014 the recognised leader in portfolio servicing and financial technology. Concord has been around for more than 30 years and holds a strong vision to provide best-in-class customer experience. I spoke with Daniel Goit, Senior Director at Concord Contact Centre, about the company\u2019s migration journey from the on-premises Genesys PureConnect\u2122<\/a>\u00a0solution to the Genesys Cloud\u2122 platform<\/a>.<\/p>\n

In this article, we look at how Concord Servicing Corporation handled the decision-making process, why it selected Genesys Cloud and outcomes the company hopes to achieve from the migration journey.<\/p>\n

Key Decision-Making Criteria <\/strong><\/p>\n

Concord had been running the PureConnect platform since Genesys acquired Interactive Intelligence. But the platform required some updates; it lacked the capabilities needed to meet the demands of a modern contact centre. Ever-evolving customer expectations and technology required a more efficient and agile way to do things. Concord pointed to five key criteria for its next contact centre solution<\/a>, the first of which was taking greater ownership when facilitating the internal needs of the company \u2014 with minimal IT and back-office support.<\/p>\n

The next criterion was operating with agility in business processes. Turnaround times for business continuity needs were slow, so it was critical that the new system let Concord make changes on the fly. Subsequently, the company also needed a system that could enable self-service for business users without the need for a dedicated IT staff.<\/p>\n

With the cloud, the service provider maintains and manages software updates and advancements. And that frees up resources in the IT department.<\/p>\n

The fourth criterion for the new system was to have a secure, modern and real-time-compliant solution<\/a> that meets various local and federal regulations. Because Concord employees regularly handle sensitive financial information, it was vital that the new contact centre platform meets top security standards and certifications. Through continuous upgrades and enhancements, security must be a shared responsibility between the provider and Concord.<\/p>\n

Finally, Concord needed the new solution provider to have a reputation for reliability and be known for cutting-edge innovation.<\/a><\/p>\n

Selecting the Genesys Cloud Platform<\/strong><\/p>\n

In search of an upgrade, Concord conducted a thorough study to find the best solution provider. Although the company was already a Genesys customer, it wasn\u2019t completely sure it would stay with Genesys. Concord evaluated over 10 vendors and finally chose the Genesys Cloud platform after an exhaustive 18-month search for the following reasons:<\/p>\n