From Legacy to Future-Ready
EPCOR’s move to Genesys Cloud, implemented by CallTower, ensured minimal disruption while scaling from 80 to 400 agents. The migration strengthened security and laid the foundation for agentic AI, enabling intelligent virtual agents that automate interactions, orchestrate journeys, and seamlessly collaborate with human agents. With real-time insights and advanced reporting, EPCOR improved operational performance while positioning its contact centre for autonomous, AI-driven engagement at scale.
Highlights
Enhanced Security
Streamlined Operations
Advanced Features
Client Profile
EPCOR
EPCOR is a leading provider of essential utility services, delivering electricity, natural gas, and water to residential and commercial customers across Canada and the United States.
- Size: 400 Employees
- Industry: Utilities
The Challenge
EPCOR urgently needed to modernise its contact centre after end-of-life announcements for both Genesys PureConnect and its Twilio voicebot solution.
A security breach affecting outsourced U.S. operations further highlighted the need to bring operations in-house to improve security, compliance, control over data, and customer interactions.
EPCOR needed a modern, integrated platform that could support current requirements while preparing the organisation for future growth and innovation.
To address these challenges and future-proof the contact centre, EPCOR partnered with CallTower, which recommended Genesys Cloud as the ideal platform for both Canadian and U.S. operations.
The Approach + Solution
To address EPCOR’s needs, CallTower developed a comprehensive strategy combining technical expertise, collaboration, and long-term planning.
The project began with detailed discovery sessions to understand EPCOR’s business requirements and align them with Genesys Cloud capabilities. Structured playbooks and detailed documentation ensured transparency and effective planning throughout the project.
In just six months, CallTower successfully migrated EPCOR’s 400-agent contact centre from Genesys PureConnect to Genesys Cloud.
The migration included:
- On-site collaboration and support
- Real-time issue resolution
- Technical configuration and deployment
- Transition from Twilio voicebots to a Genesys-based solution
- Platform customization to support EPCOR’s unique requirements
- Tailored training for operational teams and administrators
“CallTower coming on-site made a huge difference. Issues were immediately addressed, they trained our team and during that time we built and fostered a strong relationship. Face-to-face interactions created an environment for the business to openly discuss concerns and engage in one-on-one conversations. We’ve maintained constant communication ever since.”
— EPCOR
The Results
Seamless Migration
EPCOR experienced a smooth transition from Genesys PureConnect to Genesys Cloud through detailed planning, hands-on support, and a structured implementation approach that minimised downtime and disruption.
Enhanced Scalability
Genesys Cloud enabled EPCOR to scale operations from 80 agents to 400 agents while supporting contact centre operations across both the United States and Canada.
Enhanced Security and Control
By bringing operations in-house, EPCOR reduced security risks and strengthened compliance while gaining greater control over customer data and interactions.
Advanced Functionality
The migration enabled the adoption of voicebots and other advanced features, creating a foundation for future AI-powered innovations.
Streamlined Operations
Real-time insights and advanced reporting capabilities provided greater visibility into customer service performance and operational metrics.
Valued Partnership
EPCOR credits much of its success to its partnership with CallTower.
CallTower’s understanding of EPCOR’s challenges, forward-thinking approach, and commitment to delivering effective solutions have made them a trusted advisor throughout the modernisation effort.
Beyond technical expertise, CallTower’s personable approach, transparency, support, and dedication to EPCOR’s goals have helped establish a strong long-term relationship.
Looking ahead, EPCOR plans to explore CallTower’s INO AI capabilities, including AI-powered self-service and agent assist technologies designed to deliver more human-centred customer interactions.
As a Genesys Premier Partner and recipient of the North America (Canada) Partner Award for 2023, CallTower played a key role in EPCOR’s successful contact centre transformation.
About CallTower
A Full-Suite Service Partner Dedicated to Enriching Your Contact centre
Since 2002, CallTower has grown into a global leader in enterprise cloud communications, CCaaS, and customer experience solutions.
CallTower delivers secure, scalable, and reliable solutions across:
- Microsoft Teams Operator Connect
- Microsoft Teams Direct Routing
- GCC High Teams Direct Routing
- Webex by Cisco
- Zoom Phone
- Genesys
- Five9
- Parloa
By integrating capabilities such as one-click failover, advanced analytics, seamless CRM integration, and AI-driven customer experience intelligence, CallTower helps organisations modernise communications and contact centre operations while improving efficiency, visibility, and business outcomes.