 | Industry Telecommunications, Technology |  | Location USA, France, United Kingdom |  | Client Genesys |
| Industry Telecommunications, Technology | | Location USA, France, United Kingdom | | Client Genesys |
| Industry Telecommunications, Technology |
| Location USA, France, United Kingdom |
| Client Genesys |
Summary
Building a testing competence center for verification and quality assurance of Genesys contact center solutions
Scope of Services
QA services for Genesys
Team of 25 professionals
Up to 2,000 test cases per product
Results
A direct net savings of $4.8 million over
9 years
The newly built competence center comprised of 25 highly professional engineers who were successfully retained over the years of engagement
Tools and Technologies
Certificates and methodologies:
ISO 9001, Software CMM, RUP, Waterfall, Agile
Platforms: Windows, Solaris, AIX, Linux, HP-UX, Mac OS
Automation: Selenium, Java, .NET, Python, TestComplete
Test management and bug tracking: Siebel
| Summary Building a testing competence center for verification and quality assurance of Genesys contact center solutions | | Scope of Services QA services for Genesys Team of 25 professionals Up to 2,000 test cases per product |
| Results A direct net savings of $4.8 million over 9 years | | Tools and Technologies Certificates and methodologies: ISO 9001, Software CMM, RUP, Waterfall, Agile Platforms: Windows, Solaris, AIX, Linux, HP-UX, Mac OS Automation: Selenium, Java, .NET, Python, TestComplete Test management and bug tracking: Siebel |
| Summary Building a testing competence center for verification and quality assurance of Genesys contact center solutions |
| Results A direct net savings of $4.8 million over 9 years |
| Scope of Services QA services for Genesys Team of 25 professionals Up to 2,000 test cases per product |
| Tools and Technologies Certificates and methodologies: ISO 9001, Software CMM, RUP, Waterfall, Agile Platforms: Windows, Solaris, AIX, Linux, HP-UX, Mac OS Automation: Selenium, Java, .NET, Python, TestComplete Test management and bug tracking: Siebel |
Background
As contact center technologies became more complicated and sophisticated, to stay ahead of the curve, Genesys responded promptly to new business demands developed new functionality for dozens of various BPX, CRM solutions, databases, operating systems, and media channels.
The above required Genesys to retain mature software engineering processes and attract and retain highly competent engineering teams. High-volume recruiting in California was a challenge due to limited talent pool and high salaries. Originally, Genesys contracted Miratech to build a software development competence center. A few years later, Genesys decided to look for an external IT service provider for building a competence center specialized in product and solution testing. The provider had to rank high under all of the following criteria:
- • History and financial stability
- • Skills availability
- • Proven experience to deliver services in multi-site, multicultural, and multiple time zone environments
- • Established and certified quality system for software lifecycle management
- • The ability to align processes to customer requirements and integrate with Genesys teams operating in Great Britain, France, and the USA
Solution
Considering previous successful experience, Genesys selected Miratech to build a managed testing competence center. Step by step, Genesys transferred testing activities to the competence center established and operated by Miratech. Products include:
- • Software development kits
- • Adapters for integration with various front-office and back-office applications
- • Statistic server applications
- • E-Services and multimedia applications
- • Intelligent workload distribution system
- • Agent desktop management applications
- • Workforce management system
The Miratech team was integrated into the Genesys network via a virtual private network. Genesys and Miratech developed and agreed upon a dedicated model of collaboration including communication and reporting procedures.
Miratech implemented the required security measures, including legal, physical, and logical security.
A test team of 25 engineers applied both manual and automated approach for testing products and product suites with up to 2,000 test cases per product. Miratech employed Genesys University certified professionals, along with two employees among Genesys top 10 test engineers worldwide.
Results
High cost efficiency and quality-to-cost ratio of Miratech’s quality assurance competence center enabled Genesys to achieve direct net savings of around USD4.8 million over the nine years of the project duration.
Miratech was highly successful with staff retention, enabling Genesys to keep its core engineers on board. At the beginning of the project, most engineers had at least 5 years of experience with Genesys technologies.
The collaboration between Miratech and Genesys dates back to 2000 has kept growing ever since.
About Client
https://www.genesys.com/company/brand-assets
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility.
About Miratech
Miratech helps visionaries to change the world. We are a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet.
By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. Our culture of Relentless Performance enables over 99% of Miratech’s engagements to succeed by meeting or exceeding scope, schedule and/or budget objectives since our inception in 1989.
