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Wolters Kluwer

Wolters Kluwer is a global company that offers specialized information, software, and services to professionals in sectors such as Healthcare, Tax & Accounting, and Legal & Regulatory.  The company focuses on providing solutions that integrate deep domain knowledge with advanced technology to support critical decision-making.  Serving customers in over 180 countries, Wolters Kluwer aims to enhance efficiency and outcomes for professionals across various industries. 

Wolters Kluwer

Challenges

 

Wolters Kluwer was reaching the end of life with their existing on-premise CCaas platform, sparking the urgency to implement next-gen marketplace capabilities across AI & digital channels (social, SMS, etc.), routing, self-service, and automation.  Wolters Kluwer identified large operational transformation opportunities including the alignment of support centers towards revenue and company strategy while reducing costs.  This transformation could be better facilitated by a cloud-based platform.

The existing on-premise system could not keep up with the backlog of demand for new features and products, which the cloud CCaas platform could support.

Reference Available

Amanda Armitage

Engagement Manager

CXponent

Genesys

 

Objectives

Wolters Kluwer's goal was to establish a digital and AI foundation for global support that adapts as digital and customer experience strategies evolve. Additionally, Wolters Kluwer aimed to implement an existing backlog of new features and products to expand self-service capabilities.

Solutions

Moving from an on-premise CCaas platform to the cloud, CXponent identified areas of self-service expansion for Wolters Kluwer, including the leverage of AI for better resource guidance & empathy, and capturing first-party data for deeper patient understanding. Additionally, the transition to a cloud-based solution was expected to provide next-gen marketplace capabilities across digital channels, routing, self-service, and automation. Genesys provided an increase in labor efficiency, enhanced self-service capabilities, and improved service level agreements (SLAs) for response time & resolution. The platform has provided mature QA capabilities that were expected to increase QA evaluations by at least 200-300% with tuned sentiment analysis.

Benefits

Cloud Migration and Vendor Expertise

CXponent's deep experience in architecting and enabling strategic vendor partnerships helped Wolters Kluwer navigate the complexities of transitioning to a cloud-based system.    

Change Management and Business Enablement

CXponent provided a structured approach to change management, tailored communications, and adoption support across Wolters Kluwer's organization, enabling a smooth transition to the new Genesys platform.