The customer faced many challenges that were to be addressed by this project.
The legacy system was written in old technology. For agents, only older versions of particular browsers could run the system. Finding engineers to work on this old technology proved challenging as well. Additionally, there were security concerns with the design of the system.
There was an attempt to bring in a Commercial-off-the-Shelf (COTS) solution, but that became too cumbersome to test and version properly. There were licensing fees associated with said COTS solution as well.
The legacy system was not designed to be customized. The system did not work well for a variety of different use cases. Changing the system to adapt to new business requirements was difficult and delayed time-to-market for new functionality.