Client
ANZ Bank
Delivery Partner
Dirawong Consulting
Solution
Genesys Configuration, Administration and Migration Support Services
Executive Summary
As part of its ongoing customer experience and contact centre transformation strategy, ANZ Bank initiated a major program to enhance and migrate its Genesys environment. The objective was to modernize customer engagement capabilities while ensuring operational continuity and minimizing disruption to business operations.
To support this initiative, Dirawong Consulting provided specialist Genesys consultants through an embedded delivery model. Over a six-month engagement, Dirawong worked alongside ANZ’s technology and business teams to deliver platform configuration, administration, migration planning, testing support, and operational readiness activities.
The partnership enabled ANZ to accelerate delivery timelines, strengthen migration readiness, and reduce implementation risk throughout the transformation program.
Business Challenge
ANZ required experienced Genesys specialists to support a complex migration and enhancement program involving multiple business and technology stakeholders.
The program demanded:
- Specialist Genesys configuration and administration expertise
- Environment preparation and migration support
- User and routing configuration management
- Testing and validation activities
- Cutover planning and execution assistance
- Operational readiness and business continuity support
ANZ needed additional specialist capacity that could integrate seamlessly with existing delivery teams while maintaining momentum across the transformation initiative.
The Solution
Dirawong Consulting provided dedicated Genesys specialists who embedded directly into ANZ’s delivery teams.
Working closely with business stakeholders, contact centre operations teams, project managers, infrastructure specialists, and vendor partners, Dirawong supported the full migration lifecycle from planning through to production readiness.
The engagement focused on ensuring the Genesys platform was configured correctly, migration activities were executed efficiently, and operational teams were prepared for a successful transition.
Scope of Services
Dirawong delivered specialist support across several key areas:
Genesys Configuration
- Platform configuration and setup
- User profile management
- Routing and queue configuration
- Environment optimisation
Platform Administration
- Day-to-day administration support
- Configuration management
- System maintenance activities
- Operational support services
Migration Planning and Support
- Migration preparation activities
- Transition planning
- Deployment support
- Cutover assistance
Testing and Validation
- Environment testing support
- Configuration validation
- Issue identification and resolution support
- Production readiness verification
Operational Readiness
- Business continuity support
- Stakeholder collaboration
- Knowledge sharing and documentation
- Post-migration readiness activities
Team Integration
A key success factor of the engagement was the embedded delivery approach.
Dirawong consultants worked as an extension of ANZ’s internal teams, collaborating closely with:
- Contact Centre Operations
- Technology Delivery Teams
- Infrastructure Teams
- Project Management Offices
- Business Stakeholders
- Vendor and Platform Partners
This approach enabled efficient communication, faster decision-making, and seamless alignment with program objectives.
Key Outcomes
The engagement delivered several important outcomes for ANZ:
Accelerated Delivery
Specialist Genesys expertise helped maintain delivery momentum and supported program timelines.
Improved Platform Readiness
Configuration, testing, and validation activities ensured the environment was prepared for migration and production use.
Reduced Project Risk
Experienced resources helped identify and address potential migration challenges before implementation.
Operational Continuity
Business operations remained supported throughout the transformation process, minimizing disruption to customer service functions.
Knowledge Transfer
Collaboration between Dirawong consultants and ANZ teams contributed to long-term capability development and operational confidence.
Results
Engagement Duration: 6 Months
Delivery Model: Embedded Specialist Team
Achievements
- Successful Genesys configuration and administration support
- Migration planning and execution assistance
- Testing and production readiness support
- Enhanced operational preparedness
- Reduced implementation risk
- Strong collaboration across technology and business teams
Business Benefits
ANZ realized several strategic benefits through the engagement:
- Access to specialist Genesys expertise
- Increased delivery capacity during a critical transformation program
- Faster execution of migration activities
- Reduced operational and implementation risk
- Improved platform readiness and stability
- Stronger support for business continuity objectives
Conclusion
Dirawong Consulting partnered with ANZ Bank to provide specialist Genesys configuration, administration, and migration support during a significant customer contact centre transformation initiative.
Through an embedded delivery model and close collaboration with ANZ stakeholders, Dirawong helped accelerate project delivery, improve platform readiness, reduce implementation risk, and support a successful migration outcome.
The engagement demonstrates how specialist technology expertise can help large enterprises strengthen transformation programs while maintaining operational stability and delivering business value.