Migrating Thousands of Contact Center Agents off 15+-Year-Old Legacy Platform in 18 Months.
A revolving Ippon client and Top 10 U.S. Bank engaged Ippon to accelerate the migration off of a 15+-year-old legacy platform supporting thousands of contact center agents. An extended contract and teams-in-a-box approach was applied at a ratio of 4-to-1, supplementing in-house engineering. The teams iteratively delivered over 12 months on an MVP alongside 12 trailblazer agents. Over the subsequent eight weeks, 100% of the remaining 1,400K collections agents moved to the new platform with little disruption or incident.