Case study: migration of contact center system to Genesys Cloud CX in DHL Parcel

Project of migration of on-premises solutions to the modern cloud platform Genesys Cloud CX in the Contact Center DHL Parcel

1. Introduction and pages of the project:
   DHL Parcel Poland is one of the leading operators of the Polish domestic parcel market and a forerunner of innovative e-commerce solutions, dedicated to customers in Poland and Europe.
   yarrl S.A. designs, implements and integrates advanced IT solutions, sharing extensive technological knowledge, unique competencies and more than 30 years of experience in the field of modern technologies. It provides teams of IT experts and provides consulting and auditing services.
2. Description of business need:
   Our client, DHL Parcel Sp. z o.o. being one of the leaders in the logistics services market, wanting to provide its customers with services at the highest level, decided to migrate solutions supporting customer service from on-premise systems to technology based on public cloud. Due to security, unlimited scalability and functional attractiveness, the Customer decided to implement the Genesys Cloud CX platform, which not only meets the expectations and functional needs, but also provides a significant reduction in costs related to technical infrastructure.
3. Criteria for selecting a supplier and technology:
   We have been building our business based on Genesys technology for many years, we are supported by the competent engineering team of yarrl. We decided to entrust the implementation of the project into the hands of proven partners. The guarantee of a safe and open integrative solution combined with the great technical knowledge of yarrl and knowledge of our business specifics gave a guarantee of a timely and professionally conducted project. A very important element was also the wide possibilities in the area of building bots and other solutions based on AI, which was very important for us.
4. Description of the implementation - stages:
   The project began with a joint analysis of the requirements and needs of the customer, with a particular focus on requirements that were not possible to meet in the solution that DHL had until now. Due to its complexity and the need to guarantee the continuity of the work of the Client's CC, the implementation of the project was divided into stages. We started with functionalities related to the operation of the voice channel, where the first and very important issue was to build a direct telecommunications link type direct connect. At the same time, the team of yarrl S.A. engineers worked, among other things, on the configuration of queues, the creation of users with the appropriate permissions and the design of an advanced IVR system. In the following stages, we configured and prepared functionalities related to the email service in CC as well as the chat widget, integrating it with the Client's website. In this way, a platform has been prepared to launch further communication channels. The last stage of the project, especially important for our Client, was the implementation of voicebot, which is responsible, among other things, for checking the statuses of domestic and international shipments. The new platform also enables close integration with the Salesforce system, which is one of the core tools used by DHL Parcel in business processes.
5. Summary:
   The Genesys Cloud CX system, as an open technology and designed according to the API first approach, is constantly being expanded and expanded with new functionalities and applications developed by yarrl S.A. One of them is, among others, automatic detection of customer shipments without entering any data. The openness of the platform and unlimited scalability gave the Client a sense of security and readiness, for example, for situations of so-called seasonal peaks, when there is a sharp increase in interaction with customers. The implementation of the cloud platform also gave DHL Parcel the opportunity to freely create new ideas and concepts so important in companies whose ambition is to be a leader.