How do you upgrade a legacy customer experience platform without risking service interruptions? Together with infinit.cx, we helped a major German telecom provider do just that — turning an outdated system into a modern, flexible omnichannel solution.
Curious how we made it work without touching the core? Read on to discover how smart integration, a modern frontend, and continuous delivery transformed the platform — smoothly and efficiently.
Client
The Munich-based infinit.cx GmbH specializes in omnichannel customer service and customer experience (CX) solutions with over 40 years of expertise. They represented a large German telecommunications provider whose existing customer experience (CX) platform was running on legacy technology.
Challenge
The customer’s legacy CX system, built with Java GWT, was outdated and limited to call interactions. It required modernization to support multiple communication channels (email, chat, SMS, WhatsApp, and social media) while maintaining core functionalities. The legacy technology stack actively hindered innovation and the company lacked the resources and experience in the old framework.
Codelab’s expertise in modernizing legacy systems enabled us to seamlessly transform our customer experience platform without disrupting critical operations. Thanks to Codelab we’ve reduced deployment times, improved performance and positioned ourselves for future scalability. Their pragmatic approach and deep technical know-how made this transformation smooth and efficient.
What we did?
Results:▪️ Developed a modern Angular frontend with iFrame-based legacy integration ✔️ Omnichannel CX without disrupting core Genesys backend ▪️ Extended channel support (chat, WhatsApp, social, etc.) ✔️ Omnichannel CX without disrupting core Genesys backend ▪️ CI/CD pipeline implementation ✔️ Improved scalability, maintainability, and customer service flexibility ▪️ Incremental tech upgrades (Angular 4 → 14)
Technologies: Java (GWT), Spring Boot, Angular (v4 → v14), TypeScript, Genesys, REST API, Gradle
Client Benefits
▪️Longer platform life without major system rewrite
▪️Faster releases and lower maintenance effort
▪️Seamless digital channel expansion
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