Success: Audio Banking Migration

FOR IMMEDIATE RELEASE:

Spokane Valley, WA – 02/04/2019 – ESP, Inc. has now successfully ported all of the Tropo-based audio banking clients to the new Twilio-based solution. When CISCO announced at the end of 2018 that they were sunsetting the Tropo product line, we knew many of your credit union members depend upon phone banking; we had to find a solution. Our talented development team got to work immediately to find a solution that could continue the audio response solution without interuption.

When this project started, our team knew it would need to be successful on the first try with building a solution, whilst having no previous exposure to the new platform. After conducting extensive research on several possible platforms, we settled on a vendor that was technologically advanced and offered us a high degree of responsiveness.

Twyla Morales, Product Deployment Specialist at ESP, was the project manager of the hosted audio migration. In order to ensure a smooth transition with all 27 credit unions, she decided to conduct the migration in three phases in order to provide focused customer service to each client. Part of her job consisted of porting phone numbers from the existing vendor to the new vendor in a very specific time period.

This new vendor allows ESP an unprecedented level and access and control over the application. This gives us the ability to quick respond to and address issues as they arise, without relying on a third-party for implementation.

“We’re more educated into how the process works. Our previous vendor was more of a hands-off situation. They did all the work, while we awaited their changes on their timetable. With our new vendor, we are much more in control of the process which equates to enabling us to be more responsive to our credit unions.”

– Twyla Morales

Another key member of the migration team was George Saprito, a developer here at ESP. George was tasked with providing a seamless user experience for our Audio Banking users. Using the existing solution as a template, he coded the new solution to be totally familiar to those members that rely on phone banking. Start to finish the project took four months.

From the discovery phase and primary development through four rounds of exhaustive internal testing, our team did it all in-house. At the start of this project, ESP Development had zero experience coding on the new platform, but George was quickly up to speed. He noted the soundness of this new system.

“This new platform offers us a new level of stability. Plus, there’s a new set of features that we can tap into the future. It will easily allow us to program new features including multi-lingual capability.

– George Saprito

Another key part of this process will include a feedback survey. We want to know how well we did and how we can improve on this process in the future.

“We understand that third-party service changes are part of life in the modern era of acquisitions and mergers. There is always a chance that a company like Tropo, in this example, will get bought by a big company like CISCO. Tropo had a great product and was an upstart in the industry, so it wasn’t really a surprise when we got the notification. I am thrilled with our team, how they came together with a solid replacement for the Tropo service, created a plan that ensured no member impact, and delivered the seamless replacement on-time to our Client base.

– Matt Lefler

In all, the process, planning, coding, testing and porting a new solution in such a short span of time is remarkable. We are looking to this process as a standard for our development in the future.

###