Real-World Case Studies and Customer Success Stories with Genesys Altocloud

Genesys Cloud helped Uplift Inc. , a travel fintech, migrate to the cloud in six weeks. Uplift consolidated nine channels...and introduced AI, reducing agent headcount by 40%. A digital assistant now handles 15% of calls, and IVR deflection reached 40%. Automation manages 20% of email inquiries, saving thousands of hours monthly. Uplift operates with 30 hybrid agents, down from 50 on-premises staff.
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Genesys Cloud CX helped GoodLeap improve customer experience in financial services. The platform enabled personalized experiences at scale. GoodLeap used... AI-powered automation and digital engagement tools. The solution supported seamless customer journeys across channels. Workforce engagement features helped drive employee efficiency. The case highlights Genesys Cloud CX for contact center optimization.
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Genesys Cloud helped Quicken cut IT reliance after separating from Intuit. The platform deployed in just two months, delivering a... 412% ROI in under three months. Quicken reduced average handle time by 5 minutes and saved $65,000 monthly. The solution improved productivity, sales experience, and lowered operational costs.
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Newcastle Greater Mutual Group faced challenges with a complicated post-merger IT landscape. They used dense manuals and mechanical workflows. To... address this, they standardized their contact center operations on the Genesys Cloud platform. AI-powered innovations like Agent Copilot and auto summarization helped reduce average handle time by 50 seconds and hold time by 30 seconds per call. This led to 50% faster agent competency.
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Genesys Cloud CX helped Cielo, Brazil’s largest payment system company, boost efficiency by 50%. The company moved 1,500 agents to... a unified desktop, integrating Salesforce and expanding service to over 20 channels. Cielo deactivated 200 on-premise servers, cut onboarding time, and improved first-contact resolution. The cloud contact center platform enabled faster, more personalized customer service and reduced IT complexity.
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Genesys helped FE Credit boost service levels to 90% and improve CSAT by 89%. The company saw a 30% increase... in outbound connections and eliminated wait times for outbound calls. Genesys unified FE Credit's channels into a single omnichannel platform. Agents now handle 1.7 million outbound calls daily and manage over 10,000 inbound calls per day. The solution improved agent productivity and customer experience.
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Rabobank wanted to improve customer and employee experiences by creating a conversational banking strategy. They used the Genesys Cloud platform... to support over 15,000 users across 80 departments. This move reduced costs and risks, allowing faster deployment of new features. Rabobank saved over $2.2 million in hardware and IT staff costs, achieved a 25% productivity gain with web messaging, and maintained over 90% customer satisfaction for digital channels.
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Genesys Cloud CX helped TymeBank boost customer satisfaction to 90%. The digital bank increased call handling capacity by 44% and... raised productivity from 69% to 94%. TymeBank used AI-powered predictive routing and automation to deliver personalized service. The platform enabled the bank to handle 160,000 calls a month, up from 111,000. TymeBank now offers a more inclusive and efficient banking experience.
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Genesys Cloud CX helped Stater N. V. cut IT ticket volumes by 80%. AI chatbots now resolve 60% of customer...requests on the first try. Stater moved to the cloud to lower costs, reduce IT complexity, and meet strict GDPR rules. The platform lets 200 agents handle calls and chats from one CRM workspace. Stater saw a 6X faster time to innovation and quick ROI. The solution supports secure, compliant mortgage services for 40% of Dutch property purchases.
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Genesys Cloud CX helped Edenred Brazil improve agent productivity and customer satisfaction. The company used the platform to deliver better... contact center experiences. Edenred Brazil saw positive changes in how agents worked. Customers reported higher satisfaction. The solution made it easier to manage customer interactions. Edenred Brazil benefited from using Genesys Cloud CX in their operations.
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Genesys Cloud helped TSB Bank modernize its contact center in just five days. The bank enabled remote work for 65... agents and scaled up by 30 more during COVID-19. TSB saw a 20% drop in call abandonment and raised its NPS score to +71. The cloud platform also cut costs on toll-free lines and improved customer experience with features like callback and IVR.
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Genesys Cloud CX helped Oney Bank improve customer experience in banking. The solution enabled seamless, personalized interactions across channels. Oney... Bank used AI-powered tools to manage customer journeys and automate tasks. The platform supported secure and scalable operations. Oney Bank built trust and loyalty with better service. The case highlights the impact of Genesys Cloud CX in the banking industry.
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Genesys Cloud AI orchestration helps HSBC improve customer experience. HSBC predicts $60 million in three-year value from using Genesys Cloud.... The solution uses AI to personalize and automate customer interactions. HSBC benefits from better customer engagement and efficiency. The platform supports large-scale banking operations. HSBC trusts Genesys for digital transformation in banking.
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Genesys Cloud CX helped Cathay improve their contact center. Cathay used AI-powered experience orchestration to deliver better customer service. The... solution enabled personalized experiences at scale. Cathay operates in the banking industry. The case highlights the use of Genesys for seamless banking experiences.
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Genesys helped Seyco transform its digital collection model. Seyco used Genesys Cloud CX to deliver better customer experiences. The solution... improved efficiency and personalized service. Seyco now offers seamless banking support across channels. The new model supports innovation and customer engagement.
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Genesys Cloud CX helped Sicredi, a Brazilian bank, move its contact center to the cloud. This gave Sicredi more scalability... and room for innovation. The bank can now deliver better customer experiences across channels. Genesys Cloud CX supports digital customer engagement and AI-powered automation. Sicredi improved its contact center operations with this solution.
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Genesys Cloud CX helped DNB deliver digital-first banking during critical times. The bank used the contact center platform to provide... seamless customer experiences across channels. Genesys enabled DNB to scale support and maintain service quality. The solution improved customer engagement and operational efficiency for the banking sector.
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Genesys Cloud CX helped BAC boost efficiency using digital channels. BAC improved customer engagement by using AI-powered automation and contact... center software. The solution enabled seamless customer experiences across channels. BAC increased operational efficiency with digital customer engagement tools. The banking sector benefited from optimized workflows and better customer service.
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Genesys Cloud CX helped Westpac NZ build a top service organization. The bank used Genesys to deliver better customer experiences.... The solution improved service across channels. Westpac NZ now provides more seamless support for its customers. The bank strengthened trust and loyalty with Genesys technology.
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Genesys Cloud CX helped Oldenburgische Landesbank (OLB) improve customer experience in banking. OLB used Genesys to deliver personalized service across... channels. The solution enabled better customer engagement and streamlined operations. OLB built trust and loyalty with seamless banking experiences. The case highlights the impact of AI-powered contact center technology in the banking sector.
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Genesys Cloud helped Banco Solidario move its customer service to the cloud. The bank wanted to digitalize its customer support.... With Genesys Cloud, Banco Solidario improved its service and embraced digital channels. The solution made customer interactions easier and more efficient. The bank now delivers better experiences for its customers.
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Genesys Cloud CX helped Nexon Asia Pacific transform its workforce for the digital age. The company used AI-powered experience orchestration... to improve employee efficiency and customer engagement. Nexon Asia Pacific leveraged cloud contact center software to deliver personalized experiences at scale. The solution enabled better workforce engagement management and digital customer engagement. Nexon Asia Pacific now provides seamless support across channels using Genesys technology.
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Genesys Cloud CX helped Sage France improve customer experience. They used workforce engagement and journey orchestration tools. The solution made... it easier to manage employees and connect with customers. Sage France now delivers more personalized service. The company saw better results in customer support and engagement.
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Genesys helped Lenovo unify its customer service with an omnichannel platform. Lenovo integrated Genesys with Salesforce, mobile apps, and web... chat. This led to an 85% increase in customer satisfaction and an 80% boost in voice SLA. The solution reduced abandoned calls and wait times. Lenovo now has better agent visibility and improved customer engagement.
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Unisys improved its IT service delivery using the Genesys Cloud platform. They handle 20 million contacts annually across seven channels,... including Microsoft Teams and Google Chat. The platform helped retire seven legacy systems, saving over $2 million. Unisys migrated multiple client organizations and thousands of agents in five months. They also make 3 million monthly API calls, enhancing their service capabilities.
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Genesys Cloud helped Alight Solutions cut IT and partner costs by 40%. The company retired over 10 legacy systems and... improved call quality and uptime. 98% of employees now work from home. New hires onboard faster and can use personal devices. Alight now has one disaster recovery plan and fewer incidents. The platform supports over 6,000 agents and 900 clients worldwide.
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Hexaware used Genesys Cloud to improve customer experience. They wanted to deliver better service at scale. Genesys Cloud helped them... personalize interactions and use AI-powered automation. The solution made it easier to manage customer journeys. Hexaware now delivers faster, more efficient support with Genesys Cloud.
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Genesys Cloud helped Arvato move to a cloud-first strategy. Arvato used Genesys Cloud CX to deliver better contact center experiences.... The solution enabled Arvato to scale and personalize customer support. This cloud approach gave Arvato a competitive edge. The case highlights the benefits of cloud architecture for customer experience.
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Genesys Cloud helped Xerox migrate 3,600 agents in 14 languages across 67 countries. The project retired seven legacy systems and... unified customer journeys. Xerox improved data, analytics, and workforce engagement management. The implementation was 100% remote and supported by Genesys Professional Services. Xerox now delivers a consistent omnichannel customer experience worldwide.
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Genesys Cloud CX helped Nuuday connect its contact center and retail operations. This improved customer experience and net promoter score.... Nuuday saw better business results after using the platform. The solution enabled seamless integration across channels. AI-powered automation supported their customer journey management.
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Genesys Cloud CX helped Elkjøp Nordic cut contact center systems by 50% and reduce workforce management support by 83%. The company completed... a seamless 12-week migration to the Genesys Cloud platform. Advisors now manage chat, email, voice, and social channels from one interface. Elkjøp Nordic improved first-contact resolution and Net Promoter Score. The solution unified digital and voice channels and simplified IT operations.
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Genesys Cloud CX helped Majid al Futtaim deliver better customer experiences at scale. The company used AI-powered experience orchestration to... connect with customers across channels. Genesys solutions enabled more personalized and efficient service. Majid al Futtaim improved customer engagement and streamlined operations with Genesys technology.
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Grands Moulins de Paris needed a simple and flexible customer experience technology. They chose Genesys Cloud for its ease of... use and ability to meet current and future customer needs. The solution simplified call flows and improved agent support. It also allowed for easy addition of new functionalities without disrupting the business.
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Genesys Cloud helped Round Room boost productivity by 35%. The company replaced multiple systems with one cloud platform. During the... COVID-19 crisis, agents moved to remote work in 48 hours. 90% of changes are now handled without IT specialists. The company saw a record-breaking sales quarter and closed email leads in one to three hours. Investment was offset by retiring old systems.
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Genesys Cloud helped Co-op Group move to remote work in just two weeks. The platform enabled the team to handle... a 25% increase in calls, 15,000 extra complaints, and a 700% rise in social media activity. Co-op maintained a 93% answer rate and onboarded 130 new employees in two days. The solution supported vital community services and improved colleague satisfaction by 9 points.
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Genesys Cloud helped Woolworths New Zealand grow their business. They used the platform to improve customer experiences. The solution offered... AI-powered orchestration and automation. Woolworths New Zealand unlocked new growth with cloud technology. The company operates in the retail industry. The case highlights the benefits of using Genesys Cloud for large retailers.
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Genesys Cloud CX helped MTN cut repeat calls by 15%. MTN moved from siloed support to an AI-powered, customer-first model.... Predictive routing and omnichannel support improved resolution speed. MTN now leads Net Promoter Score in 11 countries. Messaging volume grew 10x. Churn rates dropped after the Genesys Cloud CX rollout.
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Genesys Cloud helped Spark cut its servers by 96%, from 300 to 12. Spark lowered costs, improved flexibility, and enabled... remote work. Staff can now serve customers from any device. The company reduced time spent on system maintenance. Spark improved resource management and customer experience across channels.
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Genesys helped Entel use AI-powered bots for customer service. Entel used proactive responses to answer customer questions. This strategy increased... revenue. The solution gave precise answers to customers. Entel improved customer experience with Genesys Cloud CX.
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Genesys Engage helped Vivo, Brazil's top telecom provider, transform service for 90 million customers and 17,000 agents. The company unified... its contact center, integrated AI-powered self-service, and added digital channels like WhatsApp and Facebook. Results include over $1.5 million saved in annual support costs, a 20% reduction in staffing, and customer satisfaction rates above 90%. 22% of prepaid calls are now handled by a virtual assistant, speeding up response times and improving efficiency.
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Genesys Cloud helped KPN centralize all contact channels on one platform. KPN now gets robust insights across its business lines.... The platform enables personalized customer service using predictive routing. KPN matches each customer with the best agent for their needs. This improves customer experience and service efficiency.
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Genesys Cloud CX helped Northumbrian Water improve employee experience and boost operational efficiency. The company used the platform to deliver... better contact center performance. The solution focused on workforce engagement and automation. Northumbrian Water saw positive changes in employee satisfaction and business operations. The case highlights the impact of AI-powered experience orchestration in the utilities sector.
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Genesys Cloud helped Alinta Energy migrate four contact centers and boost customer care. The company saw a 66% decrease in... average speed of answer and $650,000 in cost savings over three years. Service levels improved by 17%, and customer satisfaction reached 90%. Employee Net Promoter Score rose by 24 points, and digital engagement tripled. Genesys Cloud enabled better control, workforce engagement, and seamless integrations.
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Genesys Cloud CX helped Utility Warehouse deliver personalized customer experiences at scale. The company used AI-powered experience orchestration to improve... contact center operations. Utility Warehouse leveraged digital customer engagement and automation features. The solution enabled seamless connections across channels. Utility Warehouse enhanced customer satisfaction with Genesys technology.
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Genesys Cloud CX helped ENGIE Australia & New Zealand cut manual effort by 40%. The utility company saw a 75%... improvement in Net Promoter Score and a 120% reduction in customer complaints. AI-powered features like Agent Copilot and Supervisor Copilot improved agent focus and productivity. Gamification boosted engagement and accountability. ENGIE now delivers more consistent, seamless customer experiences.
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Genesys helped Canadian Red Cross increase donations using journey analytics. The organization used Genesys solutions to improve donor engagement. They... connected data and optimized donor experiences. This led to more donations. The case shows how Genesys supports non-profits in reaching fundraising goals.
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Genesys Cloud helped the American Heart Association move 125 agents to remote work in 24 hours. The platform enabled a... 97% email resolution rate and kept call abandon rates at 10% or less. Customer satisfaction scores reached 4.8 out of 5. The AHA saved $500,000 a year in office space costs. Genesys Cloud also freed up staff for other tasks and supported faster product launches.
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Genesys Cloud helped Refuge, the largest domestic abuse charity in England, support 30% to 40% more survivors. The platform unified... all support channels, saving 75 hours of advisor time per week. Advisors now focus on survivors, not systems, and benefit from AI-guided journeys. Refuge improved operational visibility, workload balance, and employee well-being. Security features protect survivors' privacy and make services more accessible.
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Paul Hartmann used the Genesys Cloud platform to support their IT strategies. They wanted to improve customer experience and efficiency.... Genesys Cloud helped them deliver better service at scale. The platform offered AI-powered tools and automation. This made their contact center more effective. Paul Hartmann now meets their IT goals with Genesys Cloud.
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Genesys Cloud CX helped Dental Axess improve employee collaboration and customer engagement. The company gained better control of business-impacting metrics.... The solution enabled more efficient teamwork. Customer interactions became more effective. Dental Axess now manages key metrics with greater ease.
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Genesys Cloud EX helped Carestream Dental improve workforce engagement. The company used the solution to drive employee efficiency in their... contact center. Genesys Cloud EX provided tools to manage and motivate staff. This led to better employee experiences. The platform made it easier for Carestream Dental to support their team and improve service quality.
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Genesys Cloud helped Western Sydney University improve communication in the cloud. The university used Genesys Cloud CX to deliver better... contact center experiences. The solution made it easier for staff and students to connect. The university transformed its communication process. The new system supports personalized and efficient service. This change improved the overall experience for everyone involved.
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Genesys Cloud CX helped Western Governors University improve the student experience. The university used Genesys to deliver better contact center... support. The solution enabled more personalized and efficient service for students. This led to a richer and more engaging student journey. The case highlights the impact of AI-powered experience orchestration in education.
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Genesys Engage helped VIPKid improve agent efficiency and reduce average handle time. The company replaced its legacy contact center system... to support rapid growth. VIPKid saw better customer experience and optimized resource allocation. The solution enabled inbound, outbound, self-service, routing, and voice recording. VIPKid also reported new growth in sales revenue and checkout conversion rate.
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Genesys Engage helped Matmut, a leading French insurance group, improve call efficiency by 15%. The company reduced mail and online... processing times and enhanced service with skills-based routing. Matmut integrated Salesforce CRM with Genesys for better customer visibility. The solution enabled omnichannel customer experience and streamlined agent workflows. Over 4,000 employees now benefit from the Genesys platform.
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Genesys Cloud CX helped King Price Insurance improve customer experience with AI-powered orchestration. The company used Genesys to deliver seamless,... personalized service at scale. AI and automation made it easier to manage customer journeys. King Price Insurance exceeded expectations by using advanced contact center technology. The solution supported better engagement across channels.
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Genesys helped eFinancial redesign the life insurance experience. eFinancial used Genesys solutions to improve customer engagement. The new system made... it easier for customers to get life insurance. Genesys provided AI-powered tools and automation. eFinancial improved the insurance process for their customers. The case highlights better customer experiences in the insurance industry.
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Genesys Cloud helped Housing Direct cut IT faults from 1,200 to just three per year. The team improved agent productivity... and collaboration. Training time for agents dropped from four weeks to days. Housing Direct can now launch new services quickly and manage 400,000 contacts each year. The solution boosted business continuity and enabled better emergency call handling.
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Genesys Cloud CX helped NSW Department of Communities and Justice transform its contact center. The solution enabled personalized experiences at... scale. The department improved efficiency and customer engagement. Genesys provided AI-powered automation and digital customer engagement tools. The contact center now delivers better service to the community.
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Genesys DX helped the State of Iowa deliver a consistent digital experience across multiple agency websites. During the COVID-19 pandemic,... the live chat and AI chatbot handled up to 15,000 contacts a month, saving about 45,000 minutes of call handling. Self-service scores reached 74% for Iowa.gov, 76% for insurance, and 79% for transportation. Over 229,000 resident engagements were addressed, reducing agent workload and improving resident satisfaction.
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Genesys Cloud helped Graphic Solutions Group avoid losing 95% of sales revenue during a system crash. Workforce Engagement Management saved... $250,000 in new hire costs. Service levels improved by 88% and waiting time dropped by 79%. GSG saw a 32% growth in revenue and a 65% decrease in abandoned calls. Employees now get fairer rewards with gamified KPIs.
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Genesys Cloud CX helped Digital Dialog GmbH automate customer service with AI-powered voicebots. The bots now handle work equal to... 15 full-time employees and manage over 40% of calls. Digital Dialog achieved ROI in three months and maintains over 90% availability. SAP integration enables seamless automation. Service quality improved while costs dropped, and agents now focus on advanced tasks.
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Genesys Cloud helped Twiddy & Company improve customer service for vacation rentals. The company saw a 90% CSAT rating, a... 90% reduction in wait time, and 26% fewer abandoned calls. Low-code tools cut innovation lead times from weeks to days. Integrations with Salesforce enabled personalized service and fewer transfers. The migration took just 62 days, supporting remote work and business continuity.
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Genesys Cloud CX helped Heineken Mexico modernize its contact center. The company moved its contact center to the cloud. This... improved customer experience and made operations more efficient. Heineken Mexico can now deliver better service at scale. The solution supports digital engagement and automation. The company benefits from a modern, flexible contact center platform.
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Genesys Cloud helped Cegid move 400 agents to remote work in 48 hours. The company saw a 10% rise in... customer satisfaction and a 20% improvement in meeting SLAs. Cegid reduced IVR numbers from 70 to 2, making management easier. Real-time reporting and better KPI visibility improved agent performance. The solution enabled business continuity and employee safety during the COVID-19 crisis.
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Benify improved its employee benefits service using the Genesys Cloud platform and Salesforce integration. The integration was set up in... four hours, saving $1.65 million in total costs. It reduced time to resolution by 20% and errors by 23%. Receipt processing efficiency improved by 30%, and total cost of ownership decreased by 17%.
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Genesys Cloud CX helped Narayana Health improve patient care and boost operational efficiency. The hospital used the platform to deliver... better experiences for patients. Genesys enabled Narayana Health to connect data and automate tasks. This led to smoother operations and more satisfied patients. The solution supported the hospital’s goal to provide high-quality care at scale.
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Genesys Cloud CX helped Auto Trader transform its contact center. Auto Trader is the UK’s largest digital automotive marketplace. They... used Genesys to improve customer experience and efficiency. The cloud contact center solution enabled better support at scale. This transformation boosted their digital marketplace operations.
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Genesys Cloud helped DKV Euro Service modernize its communications. The company moved to an omnichannel contact center with 530 agents... across 15 countries. Genesys Cloud integrated with Microsoft Dynamics CRM and Power BI. DKV now handles inbound, outbound, and service calls with skill-based routing. The solution supports telemarketing and omnichannel sales. DKV plans to add more digital processes for future growth.
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Genesys helped Xiaomi improve compliance and reduce agent handle time. Xiaomi used Genesys Cloud CX to manage their contact center.... The solution made it easier for agents to follow rules. It also helped agents work faster. Xiaomi saw better results in their customer service operations.
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Genesys Cloud helped FCT move from a legacy system to a cloud platform. FCT improved customer recognition before calls, integrated... Salesforce, and achieved PCI compliance. The rollout had no major issues and enabled faster payments and reduced call triage time. FCT reached its highest quarterly volumes and improved resource management with workforce management tools.
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Genesys Cloud helped Field Management Ireland move 100% of staff to home working in just two days. The company saw... a 10% increase in sales conversion rates and saved up to 90% of time per client report. Customer satisfaction reached 98.3%. FMI also achieved the lowest absenteeism among peers. The platform enabled omnichannel campaign management and better workforce engagement.
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Genesys Cloud CX helped Nespresso deliver better customer experiences at scale. Nespresso used AI-powered experience orchestration to connect with customers... across channels. The solution improved contact center operations and employee efficiency. Nespresso now provides more personalized and seamless support for its customers.
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Genesys Cloud helped Legrand move to remote work in just three days. The company improved customer experience and service offers.... Legrand gained better control and visibility over customer interactions. Reporting and satisfaction tracking improved. The cloud platform saved time and money on IT maintenance. Integration with Salesforce made agent work easier and more efficient.
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Genesys Cloud helped Schneider Electric improve customer experience and boost operational efficiency worldwide. The company used Genesys Cloud to deliver... better service at scale. The solution enabled Schneider Electric to connect with customers on many channels. This led to smoother operations and more satisfied customers. The case shows how Genesys Cloud supports global businesses in customer service.
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Genesys Cloud CX helped Etraveli Group bring together its global contact centers. The company improved customer experience and made agents... more efficient. Etraveli Group used AI-powered tools to connect data and automate tasks. The solution made it easier for agents to help customers. The company unified its service across different countries.
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Genesys Cloud CX helped AdaptHealth redesign its contact center experience. The solution enabled AdaptHealth to deliver more personalized and efficient... customer service. Employees became more engaged in the new contact center environment. The company improved its customer experience using AI-powered orchestration and automation. AdaptHealth now provides better support at scale with Genesys technology.
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Genesys Cloud CX helped Eesti Energia improve customer and employee experience. The company used a green service model to deliver... better service. The solution made it easier for employees to work and for customers to get help. Eesti Energia now provides more efficient and personalized support. The new system supports their focus on sustainability and innovation.
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Genesys Cloud helped Maximus unify its global BPO operations. Over 100 Genesys migrations were completed, some in just two weeks.... Maximus consolidated 31% of client projects and retired 26 phone systems. The company achieved up to 50% financial savings with greater licensing flexibility. 6,000 agents now serve customers more efficiently across 100+ sites.
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Genesys Cloud CX helped O2E Brands improve customer experience. The company aimed to deliver exceptional service. With Genesys, they used... AI-powered contact center software. This allowed them to personalize customer interactions. O2E Brands now provides better support and engagement. Their customer experience went from ordinary to exceptional.
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Genesys Cloud CX helped Bright Horizons improve their contact center. The platform enabled personalized customer experiences at scale. Bright Horizons... used AI-powered automation and digital engagement tools. The solution aimed to boost efficiency and customer satisfaction. No specific numbers or metrics are mentioned in the content.
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Genesys Cloud CX helped DAMAC improve customer experience. DAMAC used Genesys to deliver better contact center service. The solution enabled... more personalized and efficient support. DAMAC benefited from AI-powered tools and automation. The case highlights DAMAC's journey to better customer engagement with Genesys.
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Genesys Cloud CX helped Pluxee transform customer experience across more than 30 countries. Pluxee used Genesys to deliver personalized experiences... at scale. The solution included AI-powered orchestration and automation. Pluxee improved customer engagement and streamlined operations. The case highlights global impact and advanced contact center technology.
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Genesys Cloud CX helped Naturgy improve their contact center. Naturgy used Genesys to deliver better customer experiences. The solution included... AI-powered experience orchestration. Naturgy aimed to personalize interactions and drive efficiency. The case highlights how Genesys supports customer engagement at scale.
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Genesys Cloud CX helped Lighthouse Works support blind and low-vision agents. The platform enabled personalized customer experiences at scale. Lighthouse... Works used AI-powered tools to improve contact center operations. The solution made it easier for agents to work efficiently. The case highlights how Genesys technology supports accessibility in customer service.
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Genesys Cloud helped Grupo Vanti unify business processes and integrate with SAP CRM. The company achieved a 95% service level... and maintained a 5- to 6-minute average handle time. Vanti balanced workloads for three call centers and over 400 agents. The solution enabled 100% call recording and enhanced customer experience with self-service bots. Vanti can now add new digital channels quickly and automate processes without losing productivity.
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Almosafer faced growth challenges due to siloed channels. They implemented the Genesys Cloud platform to provide an omnichannel experience. This... allowed customers to book seamlessly and agents to access customer insights. As a result, Almosafer improved cross-selling, operational efficiency, and scalability.
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COOntacto was struggling with a customer service platform that didn't meet its KPIs. They switched to the Genesys Cloud CX... solution. This change improved their service levels from 27% to 89%. Their service-level compliance rates increased from 73% to 96%. They also saw a 15% reduction in abandonment rate.
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The City of Clearwater wanted to improve employee morale and service delivery. They upgraded to the Genesys Cloud platform. This... led to a 108% improvement in call answer rates and a 16X reduction in call abandonment. Employee turnover dropped from 40% to zero. The average speed of answer was 82% faster than neighboring providers. Customer complaints and escalations decreased significantly.
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Virgin Atlantic wanted to improve customer experience during the COVID-19 pandemic. They used the Genesys Cloud platform to replace their... old systems. This change led to shorter queues and lower costs. They handled 220% more interactions and reduced handle time by 50%. Customer satisfaction increased by 28 points.
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Genesys Cloud CX helped HELPLINE improve business continuity. The solution also raised client satisfaction. HELPLINE used Genesys to deliver better... customer experiences. The platform supports contact center operations. The case highlights benefits in business continuity and client service.
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Aeromexico used the Genesys Cloud platform to improve its contact center. They gained visibility into customer interactions and better workforce... management. This led to a 55% higher Net Promoter Score, 20% reduction in agent turnover, and 40% savings in telecommunications costs. The airline also saw a 75% reduction in call abandonment and a 13% increase in first-contact resolution.
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The City of Clearwater wanted to improve employee morale and customer service. They upgraded to the Genesys Cloud platform. This... led to a 108% improvement in call answer rates in two weeks. Abandoned calls dropped from 53% to 3%. The average speed of answer was 82% faster than nearby providers. Employee turnover fell from 40% to zero. Customer complaints and escalations decreased significantly.
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Genesys customer journey management helped Arvig unlock business value. The solution connects data silos and optimizes customer and employee experiences.... Arvig used Genesys to deliver personalized experiences at scale. The platform supports AI and automation for better contact center results. Workforce engagement management improved employee potential. The cloud architecture enabled continuous innovation and global scaling.
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Genesys Cloud helped Pihlajalinna put patient needs first. The solution enabled personalized patient experiences at scale. Pihlajalinna used Genesys Cloud... to improve contact center operations. The platform supported secure and connected care for patients. The focus was on better patient engagement and service delivery.
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Genesys Cloud CX helped Enity Bank Group AB deliver better customer experiences. The bank used AI-powered contact center software to... connect with customers on any channel. Genesys enabled seamless digital engagement and improved customer journey management. The solution supported banking industry needs for trust and loyalty. Results for Enity Bank Group AB are not specified in the content.
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Genesys helped Universal Assistance improve how it helps travelers. The company used Genesys solutions to make customer interactions better. This... change made it easier for travelers to get help when they needed it most. Universal Assistance now gives faster and more personal support to its customers.
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Genesys Cloud CX helped Carglass Netherlands improve their contact center. The solution enabled better customer experience and more efficient operations.... Carglass used AI-powered automation and digital engagement tools. The company streamlined customer journeys and increased employee productivity. Genesys Cloud CX supported Carglass in delivering personalized service at scale.
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Genesys Cloud CX helped CarTrawler move to remote work. CarTrawler improved customer experience and made business gains. The transition was... seamless. The company used Genesys Cloud CX to deliver better service. CarTrawler saw positive changes after using the platform.
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Genesys Cloud CX helped Community Legal Services of Mid-Florida, Inc. improve their contact center. The solution enabled better customer experience... management. The organization used digital customer engagement and AI-powered automation. Genesys provided tools for workforce engagement and journey management. The legal services provider enhanced service delivery with cloud-based technology.
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