What Makes Contact Center Migration Successful? Lessons from Bigbank, Enefit and ERGO

Changing a contact center platform is rarely just an IT project. It is an organization-wide transformation that affects people, processes, customer experience, and the overall way a business operates.

That is why organizations planning such a transformation should ask more than just "What features will the new platform offer?"The real question is: How can we make the transformation successful?

At the Baltic customer service event “Customer Experience 2026 – what you need to know” organized by Adventus Solutions and Genesys, representatives from Bigbank, Enefit, and ERGO shared their real-world experience of migrating to Genesys Cloud. The discussion highlighted the biggest challenges, practical lessons, and measurable business benefits of moving to a unified customer experience platform.

📊 What Real Migration Projects Show

Several practical examples emerged during the discussion:

• One company completed its migration in 4 months
• Another replaced five separate systems with a single platform
• All participants agreed that the biggest transformation happened within people and processes, not technology
• After implementation, some organizations reduced call volumes and significantly improved access to business data

These examples show that the benefits extend far beyond technology - they directly improve business efficiency.

🔑 Key Takeaways

✔️ Successful transformation starts with people and change management - not technology

✔️ A unified platform connects data, communication channels, and teams, significantly improving efficiency

✔️ Customer experience KPIs become a company-wide responsibility rather than a contact center metric

✔️ AI and automation reduce manual work while improving customer experience

✔️ Employee engagement directly influences implementation speed and project success

✔️ Digital transformation is an ongoing journey, not a one-time project

Panel discussion participants

What is Genesys Cloud?

Genesys Cloud is a cloud-native contact center platform that brings together voice, chat, email, and digital communication channels in one system.

It enables organizations to:

• centralize customer communications;
• improve data accessibility;
• automate business processes;
• use AI to support customer service teams.

Biggest Concerns Before Migration

Representatives from Bigbank, Enefit, and ERGO agreed that the biggest challenge was not technology itself - it was uncertainty and the impact of change on employees.

• Bigbank: "There were many questions about what would happen if something went wrong."
• Enefit: "The most important thing was preparing a backup plan in case something didn't go as expected."
• ERGO: "We learned from the experience of our colleagues in other Baltic countries."

The Biggest Benefits After Implementation

Although each company had different priorities, they all highlighted three key benefits:

• one platform for all communication channels;
• faster access to customer information and business data;
• stronger collaboration between teams and countries.

ERGO particularly emphasized improved collaboration across the Baltic countries, while Enefit highlighted the transition from multiple systems to a single environment. Bigbank pointed to high project quality and strong cooperation between all stakeholders as one of the main success factors.

Mirjam Peetsmann, Head of Customer Experience in the Baltics, Bigbank

What Made the Migration Successful?

All panelists agreed on one thing: technology is only a tool - the outcome depends on people.

The most important success factors included:

• involving employees from the very beginning;
• clearly defined roles and responsibilities;
• learning from previous implementations;
• introducing changes gradually.

Bigbank emphasized employee involvement:

"We listened to our employees because they are the ones most affected by change."

Enefit highlighted the importance of consistency across countries and teams.

ERGO stressed the importance of teamwork:

"The biggest success factor was having clear responsibilities and involving people from day one."

How Long Does Transformation Take?

• ERGO: approximately 6 months
• Enefit: approximately 5 months
• Bigbank: approximately 4 months for the technical migration

However, all speakers agreed that technical implementation is only one part of the journey. Change management and organizational adaptation often take considerably longer than the migration itself.

Kaido Kabral, Customer Service Development Manager, Enefit

💡 What Do the Experts Recommend?

✔️ Start with business objectives, not technology selection

✔️ Involve employees from the planning stage

✔️ Treat migration as a business transformation project rather than an IT implementation

✔️ Introduce new capabilities gradually, focusing on the highest business value

✔️ Define clear customer experience KPIs across the entire organization

✔️ Understand that migration is a continuous improvement process, not a one-time project

Most Used AI Features

The panelists also shared which AI-powered capabilities they use most in their daily operations.

Enefit highlighted:

• AI-generated conversation summaries;
• text-to-speech capabilities.

ERGO primarily relies on:

• analytics and reporting tools to support business decisions.

Bigbank sees the greatest long-term potential in:

• AI agents and intelligent automation.

How AI Is Changing Contact Center Operations

All three companies agreed that artificial intelligence is already delivering measurable value by reducing manual work and improving service quality.

Today, AI helps organizations:

• automate routine customer service tasks;
• generate conversation summaries automatically;
• analyze customer interactions and sentiment;
• provide real-time guidance and support for customer service agents.

As a result, employees spend less time on administrative work and more time solving customer problems and creating better customer experiences.

Anda Savļenko, Head of Sales and Customer Service in Latvia, ERGO and Taavi Kangur, Director of Estonian Branch, Adventus Solutions

Conclusion: What Will Define Competitive Advantage?

The discussion clearly showed that the future of customer service will depend on how successfully organizations combine people, processes, data, and technology into one connected ecosystem.

The companies that will lead the market are those that:

• view migration as a business transformation rather than an IT project;
• invest in employee engagement alongside technology;
• use AI to improve - not replace - human expertise;
• make customer experience a company-wide strategic priority.

Organizations that successfully combine these elements will achieve greater operational efficiency, stronger customer loyalty, and a sustainable competitive advantage.

Summary & Next Step

The experiences of Bigbank, Enefit, and ERGO demonstrate one important lesson: successful contact center migration is driven less by technology than by careful planning, effective change management, and a clear business vision.

Companies that combine these foundations with AI, automation, and a unified customer experience platform are better positioned to modernize operations while improving both customer and employee experiences.

Planning to replace your current contact center platform or evaluating whether Genesys Cloud is the right fit for your business? Contact Adventus Solutions. Our experts can assess your current environment, help you build a migration roadmap, and guide you through every stage of the transformation while avoiding the most common implementation pitfalls.