Webchat Transformation

A national mental health support service relied on webchat as a key digital access channel. The existing capability faced both a future continuity risk due to retirement of legacy webchat technology and operational issues affecting session management, routing and agent efficiency. The future solution needed to preserve customer access through the partner website while maintaining Salesforce as the CRM system of record.

Webchat interactions could remain active or queued after participants had left the experience, creating inefficient agent activity and affecting contact centre productivity and service measures. Remediation was explored within the existing environment; however, the available solution did not fully meet the operational requirements. In parallel, retirement of the legacy capability created a need to define a sustainable replacement that could support intake, routing, counsellor context, CRM integration, reporting and future digital-channel enhancements.

As Business Analyst, I investigated the current-state problem, worked with internal stakeholders, vendors and the mental health service partner to pursue remediation, and developed the Business Requirements Document when the existing solution could not fully satisfy operational needs. I then presented the problem, customer and agent impacts, requirements and future-state needs directly to Genesys consultants. The BRD was subsequently used to support implementation of the new Genesys Web Messaging solution following my departure.

I followed a problem-led approach rather than beginning with a predetermined technology solution. This involved understanding current session-management and routing behaviour, assessing remediation options, defining service continuity and customer experience needs, documenting functional and non-functional requirements, identifying system dependencies and working with Genesys specialists to validate the future-state direction.

1. 1

   Investigated current-state webchat session-management and routing behaviour

2. 2

   Mapped participant and counsellor impacts

3. 3

   Worked with technology and vendor stakeholders to pursue remediation in the existing environment

4. 4

   Documented business problems, risks and operational impacts

5. 5

   Developed the Business Requirements Document

6. 6

   Defined high-level business and functional requirements

7. 7

   Defined participant intake and counsellor context requirements

8. 8

   Defined routing and contact centre requirements

9. 9

   Defined Salesforce CRM integration requirements

10. 10

    Defined reporting and analytics requirements

11. 11

    Defined privacy, security, availability, performance and usability requirements

12. 12

    Identified dependencies across the website, web messaging, contact centre, CRM and reporting environments

13. 13

    Presented requirements directly to Genesys consultants

14. 14

    Supported future-state design for Genesys Web Messaging integrated with Salesforce CRM

The initiative reinforced the importance of separating the business problem from the technology solution. Investigating remediation first, then clearly documenting unmet requirements and engaging solution specialists, created a defensible pathway from operational problem through to future-state implementation.