Challenge
Genesys, a global leader in AI-powered customer experience and contact center solutions, serves organizations in more than 100 countries, orchestrating billions of interactions annually across various digital channels. They faced critical identity and access management (IAM) challenges that slowed operations and increased risk across its sprawling application portfolio.
Solution
We served as the trusted advisor and implementation partner, guiding Genesys through a multi-phase transformation to establish a centralized identity platform.
Strategic Planning and Assessment
Phase 1 defined a future-state architecture, evaluated over 1,500 applications, and established a comprehensive IAM program roadmap.
Core Platform Implementation
Implemented key Okta products, including Okta Universal Directory, Okta Single Sign-On (SSO), Okta Adaptive MFA, and Okta Lifecycle Management (LCM).
Application Onboarding
Phase 2 focused on onboarding high-priority applications to Okta, leveraging the Okta Integration Network.
Advisory and Implementation
We provided expert Advisory and Implementation services to ensure scalable execution and stakeholder alignment.
Impact
By shifting from fragmented processes to a centralized identity platform, Genesys realized significant operational, security, and financial benefits:
Enhanced Security Posture
Achieved risk-based, seamless access, including self-service and invisible security, alongside real-time threat mitigation and identity protection.
Accelerated User Experience (UX)
Users benefit from faster, simpler access without passwords.
Reduced Operational Costs
Realized reduced costs due to fewer help desk tickets, fewer breaches, and less manual provisioning effort.
Improved Compliance
Enhanced compliance with standards like SOX, NIST CSF, SOC 2, and HIPAA, significantly reducing audit effort.
Reduced Manual Effort
Centralization significantly reduced manual effort and accelerated time-to-value from the IAM investment.
