The Challenge
A major U.S.-based banking institution sought to modernize its contact center infrastructure and customer engagement strategy. The key challenge was balancing innovation with continuity—migrating to a modern cloud-based platform while retaining their existing legacy IVR for customers who preferred the traditional DTMF-based experience. Given the complexity and scale of the initiative, the client needed a partner capable of delivering a full end-to-end implementation across multiple technologies.

The Solution
Connex proposed a dual-path modernization strategy. We recommended migrating the entire contact center to Genesys Cloud CX, while deploying a parallel natural language understanding (NLU) application powered by Omilia. This approach enabled the client to maintain its legacy DTMF IVR using Genesys, while introducing a modern NLU-based customer experience through Omilia. To ensure seamless integration, Connex also advised implementing a unified middleware layer to act as a single data source for both IVR systems, maintaining consistency and reducing operational complexity.

What set us apart: Connex delivered a comprehensive transformation, including:

• Full migration of contact center (CC) and unified communications (UC) users to Genesys Cloud CX
• Development of a like-for-like DTMF banking application that mirrored the legacy IVR
• Integration of an NLU-powered “Open Question” application to enable natural language interactions and support future self-service capabilities
• Creation and knowledge transfer of a custom middleware component to provide a unified data access point—fully documented and handed off for ongoing client ownership

Our ability to integrate diverse technologies, preserve legacy experiences, and deliver scalable infrastructure positioned Connex as a true strategic partner.

The Outcome
The client now operates a flexible, modern contact center platform with multiple IVR/IVA options, tailored to customer preferences. The solution has significantly enhanced agent efficiency, improved the overall customer experience, and established a foundation for continued digital transformation and growth.

“Connex brought clarity and control to a very complex transformation. They helped us modernize without losing what worked, and the dual-path approach let us innovate while respecting our customers' habits. Their technical expertise and ability to bridge old and new systems was exactly what we needed.”

— Senior Director, Contact Center Strategy, U.S. Banking Institution