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

Genesys Cloud helped Bankaya improve its contact rate and account recovery. The solution provided a comprehensive contact center platform. Bankaya... used AI-powered experience orchestration to deliver better customer service. The results included higher contact rates and improved account recovery. This shows how Genesys Cloud supports banking organizations in customer engagement.
Show More..

Genesys Cloud CX helped Security Bank improve its contact center. The bank moved its customer service to the cloud. This... change made customer experience better. Security Bank can now deliver seamless support across channels. The solution supports banking needs and builds trust with customers.
Show More..

Genesys Cloud CX helped Valley Strong Credit Union improve their contact center. The solution enabled personalized experiences for their members.... Valley Strong Credit Union used AI-powered tools to connect with customers on any channel. The platform supported better customer engagement and streamlined operations. The case highlights how Genesys Cloud CX supports the banking industry with scalable, secure solutions.
Show More..

Genesys Cloud CX helped PagBank improve customer experience in banking. PagBank used Genesys to deliver seamless service across channels. The... solution enabled better customer engagement and support. PagBank built trust and loyalty with their customers using Genesys technology. The case highlights the impact of AI-powered experience orchestration in banking.
Show More..

Genesys Cloud CX helped Emirates NBD deliver better customer experiences at scale. The bank used Genesys to connect with customers... across channels. The solution improved efficiency in their contact center. Emirates NBD built trust and loyalty with seamless banking support. The platform enabled personalized service for their clients.
Show More..

Genesys Cloud CX helped SBI Securities improve their contact center. The platform enabled personalized customer experiences at scale. SBI Securities... used AI-powered tools to optimize customer engagement. The solution supported seamless banking interactions across channels. The case highlights the benefits of cloud-based contact center software for the banking industry.
Show More..

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.
Show More..

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.
Show More..

Genesys Cloud CX helps BNP Paribas deliver better customer experiences. The platform supports personalized service at scale. BNP Paribas uses... Genesys for seamless banking across channels. The solution enables efficient contact center operations. The bank builds trust and loyalty with improved customer engagement.
Show More..

M&T Bank wanted to improve its customer service but faced challenges with outdated technology. They decided to modernize their customer... experience platform with Genesys. After implementation, they saw a 100% increase in banker productivity, an 11% reduction in cost per call, and an 80% decrease in dropped calls.
Show More..

ValCredit was having trouble meeting customer needs with multiple technology platforms. They used Genesys Cloud CX to manage all interactions... on one platform. This improved service with fewer agents and real-time monitoring. The business is now ready for expansion.
Show More..

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.
Show More..

Genesys Cloud CX helped Beyond Bank use artificial intelligence to improve customer experiences. The bank used AI-powered automation and digital... engagement to connect with customers on any channel. This solution made customer service faster and more personal. Beyond Bank built trust and loyalty with seamless banking experiences across channels.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..

Genesys Cloud CX helped Langley Federal Credit Union improve their contact center. The solution enabled personalized experiences at scale. Langley... Federal Credit Union used AI-powered tools to optimize customer engagement. The platform supported seamless banking experiences across channels. The case highlights the benefits of cloud-based contact center software for the banking industry.
Show More..

Bank Millennium used Genesys to update its old contact center system. The bank wanted to improve customer service and efficiency.... Genesys Cloud CX helped them deliver better experiences at scale. The new solution made it easier for agents to help customers. Bank Millennium now has a modern, AI-powered contact center.
Show More..

Genesys Cloud CX helped Affin Bank Berhad increase sales productivity. The bank used Genesys to deliver better customer experiences. The... solution improved efficiency in their contact center. Affin Bank Berhad saw a boost in sales productivity after using Genesys.
Show More..

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.
Show More..

Genesys Cloud and RPA helped Woolworths Finance Shared Services transform their operations. They used AI-powered experience orchestration to improve their... contact center. The solution blended cloud technology with robotic process automation. This change aimed to deliver better customer and employee experiences. The case highlights the use of automation and cloud for banking support.
Show More..

Genesys Cloud CX helped DenizBank combine live agents with a virtual assistant. This improved how DenizBank meets customer needs. The... solution uses AI-powered experience orchestration. DenizBank can now deliver better customer service at scale. The bank uses automation and digital engagement to connect with customers. This approach helps DenizBank build trust and loyalty in banking.
Show More..

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.
Show More..

Genesys Cloud CX helped Blue Cross Quebec improve their contact center. The solution enabled personalized customer experiences at scale. Blue... Cross Quebec used AI-powered automation to optimize service. The company streamlined operations and improved customer engagement. The case highlights the benefits of Genesys for the insurance industry.
Show More..

Amica, an insurance company, improved its customer and employee experience by using Genesys Cloud and its Workforce Engagement Management (WEM) solution. Agents can now... view their stats, audits, and schedules in one place. This led to a 12% increase in service levels. Stacy Darling, AVP of Contact Center at Amica, praised the impact of Genesys workforce management on their company.
Show More..

Genesys Cloud CX helped CarGarantie improve customer experience. The company used AI-powered contact center software to deliver better service. CarGarantie... focused on digital customer engagement and workforce management. The solution enabled more personalized and efficient support for their clients. This led to a more customer-centric approach across their operations.
Show More..

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.
Show More..

Genesys helped BARMER create a user-friendly digital front door. BARMER used Genesys solutions to improve customer experience. The new system... made it easier for users to access services. The case highlights digital transformation in the insurance sector.
Show More..

Genesys Cloud helped AIA New Zealand improve their contact center. They cut handle time by 20%. Customer satisfaction went up... by 7%. The solution used AI-powered experience orchestration. AIA New Zealand now delivers better service to their customers.
Show More..

Genesys Cloud CX helped Tokio Marine Management Australasia improve customer experience. The company used leading cloud technology to deliver better... service. The solution enabled seamless and personalized support for their customers. This led to a superior customer experience. The case highlights the benefits of using Genesys for insurance companies.
Show More..

Genesys Cloud CX helped Aioi Nissay Dowa Insurance Company Australia treat customers as valued guests. The company used an end-to-end... cloud solution to improve customer experience. The solution enabled personalized service at scale. The company streamlined operations and enhanced engagement. The focus was on delivering seamless support across channels. The result was better customer satisfaction and loyalty.
Show More..

Siam Commercial Bank used the Genesys Cloud platform to improve customer service. They needed a modern solution to manage interactions... across channels. The bank cut repeat calls by 50%, reduced average wait time by 25%, and decreased handle time by 3%. The new system replaced costly, inflexible on-premises solutions, allowing for seamless updates and better customer experience.
Show More..

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.
Show More..

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.
Show More..

Kiwibank faced challenges with costly and complex legacy systems, limited remote working, and inefficient call handling. They needed to accelerate... their digital banking strategy. By using the Genesys Cloud CX platform, Kiwibank improved their customer experience with AI features and voicebots. This led to a 28% improvement in outbound productivity, a 50% decrease in platform costs, and a 49% improvement in average speed of answer. They also saw a 27% drop in transfers and a 19% reduction in average handle time.
Show More..

Genesys Cloud CX helped La Bolsa de Valores de Colombia create a premium customer experience. The company used omnichannel integration... to connect with customers on many channels. This improved how they serve clients. The solution made customer interactions smoother and more personal. La Bolsa de Valores de Colombia now delivers better service with Genesys technology.
Show More..

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.
Show More..

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.
Show More..

Genesys Cloud CX helped Blibli improve efficiency and boost customer engagement. The retail company used cloud contact center software to... deliver better customer experiences. Blibli leveraged AI-powered automation and digital engagement tools. The solution enabled personalized support at scale. The company enhanced operational performance and customer satisfaction.
Show More..

Genesys Cloud CX helped Conrad Electronic move to the cloud for better customer service. The company wanted to give each... customer a more personal experience. Genesys Cloud CX made it easy to connect with customers on many channels. Conrad Electronic can now deliver personalized support at scale. The solution helps them serve customers faster and more efficiently.
Show More..

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.
Show More..

Sales-Hub faced challenges with outdated contact center technology, which limited sales potential. They implemented the Genesys Cloud platform to improve... their operations. As a result, staff productivity increased by 25%, and revenues grew by 20%. The company also saw a 20% increase in operational efficiency. Sales-Hub now uses AI tools to offer personalized service and speed up the sales process.
Show More..

Genesys Cloud CX helped Vodafone Germany unify AI-based digital messaging. Vodafone wanted to improve customer experience. They used Genesys to... connect channels and automate messaging. The solution made customer service faster and more personal. Vodafone Germany amplified the customer experience with AI-powered tools.
Show More..

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.
Show More..

Genesys Cloud CX helped 3 Denmark bring together their sales and service teams. The platform enabled personalized customer experiences at... scale. 3 Denmark used AI-powered automation to improve efficiency. The solution connected data and channels for better customer journeys. The company saw improved teamwork and customer satisfaction.
Show More..

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.
Show More..

Genesys Cloud CX helped RedSalud build better digital patient journeys. RedSalud used Genesys to connect patient experiences across channels. The... solution improved how patients interact with the healthcare system. RedSalud now delivers more seamless and connected care. The case highlights the value of AI-powered experience orchestration in healthcare.
Show More..

Genesys Cloud CX helped Grupo Sabin improve medical services efficiency. The solution enhanced the human warmth in patient interactions. Grupo... Sabin used Genesys to deliver better patient experiences. The platform supported more efficient operations in healthcare. The case highlights the impact of Genesys on service quality and patient care.
Show More..

Genesys Cloud CX helped Presbyterian Healthcare Services solve hybrid working challenges. The solution improved performance and productivity. The healthcare provider... used Genesys to manage contact center operations. The results included better employee efficiency and streamlined workflows. The case highlights the benefits of AI-powered experience orchestration in healthcare.
Show More..

Genesys Cloud CX helped PureGym improve customer satisfaction and agent experience. PureGym used Genesys to deliver better contact center support.... The solution enabled personalized experiences at scale. PureGym saw significant improvements in both customer and employee outcomes. The platform supported seamless digital engagement and workforce management.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..

The National Domestic Violence Hotline needed to transition to remote work while maintaining 24/7 service and confidentiality. They used the... Genesys Cloud platform to achieve this in three days. The solution improved shift coverage, reduced IT management time, and enhanced service with voicebots and chatbots. Results included a 10% improvement in occupancy, 100% availability, and a reduction in handle time by over 1.5 minutes.
Show More..

Genesys Cloud CX helped The Salvation Army Australia improve their contact center. The solution enabled personalized experiences at scale. The... organization used AI-powered tools to connect with people across channels. The case highlights how Genesys supports non-profits in delivering better service. No specific numbers or metrics are mentioned in the content.
Show More..

Genesys Cloud CX helped Somerset Council bring together five separate service organizations. The council wanted to put customers first and... make things easier for their teams. Genesys Cloud CX unified their services and empowered frontline staff. This made it easier for the council to serve people. The solution improved customer experience and team efficiency.
Show More..

Genesys Cloud CX helped Missouri Department of Social Services improve its customer experience. The department used digital engagement tools to... connect with people. The solution made it easier for customers to get help. The department now delivers better service with less effort. The experience is more seamless and efficient for everyone.
Show More..

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.
Show More..

Genesys Cloud CX helped Robinhood improve its food delivery customer experience. The platform enabled personalized and seamless support for users.... Robinhood used AI-powered tools to manage customer journeys. The solution made it easier for Robinhood to connect with customers on different channels. This led to better service and higher satisfaction for food delivery customers.
Show More..

Genesys Cloud helped Fonterra move to the cloud for better innovation and agility. Fonterra used Genesys Cloud CX to improve... their contact center. The solution made it easier for Fonterra to deliver personalized customer experiences. Fonterra gained more flexibility and speed in their operations. The move to the cloud helped Fonterra stay competitive in the food and beverages industry.
Show More..

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.
Show More..

Genesys Cloud CX helped Carglass® improve customer service. The company used AI-powered experience orchestration to deliver better support. Carglass® proved... it is always there for customers. The solution made service faster and more reliable. Customers now get help when they need it. Carglass® saw major improvements in service quality.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..

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%.
Show More..

Genesys Cloud CX helped Ethiopian Airlines improve service delivery. The airline used the platform to engage website visitors and turn... window shoppers into paying customers. The solution enabled better customer experiences at scale. Ethiopian Airlines increased monetization of their website traffic. The company enhanced its digital engagement and service efficiency.
Show More..

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.
Show More..

Genesys Cloud CX helped a German housing leader improve reliability and scalability in their contact center. The company needed a... solution that could handle growth and deliver consistent service. Genesys Cloud CX provided a scalable cloud platform. The result was much-needed reliability and the ability to scale operations as needed.
Show More..

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.
Show More..

Electrolux Group transformed its contact centers into consumer-centric care centers using the Genesys Cloud platform. They integrated Genesys Predictive Engagement,... Genesys Agent Assist, Google Cloud CCAI bots, and SAP. This led to improved first-contact resolution, Net Promoter Score, and employee satisfaction. They also achieved a 25% reduction in average handle time and a 20% reduction in call and email traffic. Sales conversions increased by 89%, and they accelerated the rollout of online stores.
Show More..

Genesys Cloud helped Brighton and Hove Albion Football Club build closer bonds with their fans. The club used Genesys Cloud... to deliver personalized experiences at scale. This solution improved their contact center operations. The club now connects better with supporters. They use AI-powered tools for customer engagement. The result is stronger relationships with their community.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..

Genesys Cloud helped Anglicare Sydney improve staff and client experience. The solution focused on delivering better contact center operations. Anglicare... Sydney used Genesys Cloud to enhance both employee and client interactions. The case highlights improvements in experience for both groups. No specific numbers or metrics are mentioned in the content.
Show More..

Genesys Cloud helped O. phon GmbH improve both customer and employee experience. The all-in-one platform provided tools for better contact...center management. O.phon GmbH used Genesys Cloud to deliver more personalized service. The solution made it easier for employees to work efficiently. The company saw improvements in customer and employee satisfaction.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..

Genesys Cloud CX helped Global Payments improve customer experience. The solution uses AI-powered experience orchestration and contact center software. Global... Payments can now deliver personalized experiences at scale. The platform supports digital customer engagement and workforce management. The case highlights the benefits of cloud architecture and automation for better service.
Show More..

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.
Show More..

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.
Show More..

The UK Home Office faced challenges with outdated technology and inefficiency. They aimed to transform citizen services using a cloud-based... model. By implementing Genesys Cloud CX, they reduced call handle time by 15%. AI self-service is expected to bring $13–$14 million in annual benefits. Satisfaction scores improved, positioning the Home Office as a leader in empathetic services.
Show More..

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.
Show More..

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.
Show More..

Coca-Cola Bottlers’ Sales and Services improved customer experience and reduced costs by using the Genesys Cloud platform. Over 80% of... calls are now correctly identified and routed by voicebots. The company saved $1 million on technician site visits and achieved a 50% total cost of ownership savings. They also saw a 12% increase in fix rates and expect voicebot savings to reach $20,000 by year end.
Show More..

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.
Show More..

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.
Show More..

Genesys Cloud CX helped BPHA improve customer and employee experiences. BPHA used digital customer engagement tools to connect with people... on any channel. The solution made it easier for employees to work and help customers. BPHA built better experiences for everyone using Genesys technology.
Show More..

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.
Show More..

Genesys Cloud platform helped UNITEC get the reliability and flexibility it needed. The platform supports contact center operations. UNITEC uses... Genesys Cloud to deliver better customer experiences. The solution offers cloud architecture and AI-powered features. The case highlights improved reliability and flexibility for UNITEC.
Show More..

Telefoonaanname. nl moved to Genesys Cloud in one afternoon. The company used Genesys Cloud CX to improve their contact center....The migration was fast and smooth. The solution helped them deliver better customer experiences. The case shows how Genesys Cloud can be deployed quickly for immediate impact.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..