Wolters Kluwer
Wolters Kluwer: Change Management & Project Mobilization
How CXponent supported Wolters Kluwer in transitioning from an on-premise CCaaS platform to a cloud-based Genesys solution, establishing a digital and AI foundation for global support.
Challenge
Wolters Kluwer was reaching 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.
Solution
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 and empathy, and capturing first-party data for deeper patient understanding. The transition to a cloud-based solution provides next-gen marketplace capabilities across AI & digital channels, routing, self-service, and automation. The selected CCaaS platform will provide increased labor efficiency, enhanced self-service capabilities, and improved SLAs. The platform provides mature Automated QA capabilities that are expected to increase QA evaluations by at least 200-300% with tuned sentiment analysis.
Results
• 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.