How Kenway helped a North American broadcasting leader gain operational independence with Genesys Cloud.

The Challenge: Escaping the Limitations of a Legacy System 

To stay competitive in a fast-moving industry, one of North America’s largest television providers knew it needed to modernize its customer experience. Their legacy contact center infrastructure, shared with a parent company, was not only expensive to maintain but increasingly misaligned with their evolving business needs. Ongoing payments for shared infrastructure strained their budget, and the system lacked the flexibility to adapt to their growing customer base or evolving service expectations. 

What the client needed was clear: 

• Operational independence to control their own roadmap 

• Modern cloud capabilities to support scalability and innovation 

• A seamless voice and chat experience to preserve customer satisfaction during the transition 

• Enhanced self-service to empower customers and reduce agent burden 

But they also knew the stakes were high. Any disruption to core customer service functionality could impact revenue and damage the brand. A seamless migration was non-negotiable. 

The Vision: A Modern, Customer-Centric Contact Center 

The client had already selected Genesys Cloud as their new platform. The goal was to replicate and stabilize existing experiences in the new environment, then optimize the system. They wanted to shift routine interactions away from agents and into well-orchestrated self-service flows while gaining full visibility into performance metrics. Most importantly, they sought a platform they could own, operate, and evolve independently. 

Kenway’s Role: Strategic Guide Through the Transition 

Kenway partnered with the client as a hands-on, trusted advisor from day one, providing deep expertise across strategy, implementation, testing, and Reporting. 

Strategic Alignment and Business Analysis 

We began with a comprehensive gap analysis to align current-state operations with future-state goals. By mapping legacy call flows, routing logic, and customer intents to Genesys Cloud’s architecture, we ensured that no functionality was lost and that future enhancements would be easy to layer in. 

Optimizing Self-Service 

Rather than pursuing trendy AI solutions, we focused on targeted, high-impact opportunities for self-service. By analyzing call volumes and agent-handled inquiries, we identified intents ideal for automation and built intuitive IVR flows that empowered customers to resolve routine issues independently. 

Partner Ecosystem and Data Strategy 

We helped the client navigate the Genesys Cloud ecosystem to choose the right integrations and build a solid foundation. This included creating a semantic data dictionary to guide future development and reporting—a critical asset for long-term agility. 

Testing, Validation, and Automation 

Kenway led end-to-end testing efforts, from user acceptance to go-live validation. We also introduced test automation using Cyara Botium, setting the stage for proactive monitoring and long-term system reliability. 

Change Management and Enablement 

From training to documentation, we prioritized adoption. Our team equipped the client’s staff with the tools and confidence to manage and evolve the platform post-launch. 

The Results: A Platform Built for Control, Scale, and Experience 

The client successfully launched Genesys Cloud voice and chat services without disrupting customer experience, a critical milestone on their path to full operational independence. Key outcomes included: 

• Self-service containment increased, reducing the volume of calls routed to agents 

• Customer satisfaction was preserved during a complex migration 

• Reporting and data visibility improved, enabling smarter decisions 

• Ongoing infrastructure costs reduced, freeing up budget for CX innovation 

By replicating core functionality first, the client built a foundation they can now scale, enhance, and own entirely—on their terms. These improvements are already translating into enhanced customer satisfaction. 

As our project sponsor confirms -

Looking Ahead 

The client’s transformation journey isn’t over, but they’ve taken a major leap forward. With a modern platform, stronger customer journeys, and the confidence to move independently, they’re positioned to continuously innovate and improve. 

Why Kenway 

Kenway Consulting and our Contact Center Solutions practice is a strategic partner for organizations modernizing their contact centers. As a Genesys-certified provider with deep industry expertise, we help clients accelerate transformation, reduce risk, and build solutions that last. 

Facing similar challenges? Let’s talk about how Kenway can help you take control of your customer experience.