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

M&T Bank wanted to improve its customer service but faced challenges with outdated technology.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.
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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 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.
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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.
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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 BancoEstado modernize its contact center. The bank wanted to improve customer service and support the local... economy. With Genesys, BancoEstado delivered better customer experiences. The new system made service faster and more reliable. This change helped revitalize the city's economy.
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Genesys Cloud helped Bitkub Exchange scale its operations using cloud technology. The platform gave Bitkub Exchange a 360-degree view of... its customers. This improved customer experience and efficiency. Bitkub Exchange used Genesys Cloud CX for contact center management. The solution enabled better customer engagement and support. The case highlights the benefits of cloud-based customer experience solutions in the banking sector.
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Tonik uses Genesys Cloud CX to offer digital-only banking in the Philippines. The bank wanted to deliver seamless customer experiences... online. Genesys Cloud CX helped Tonik manage customer interactions across channels. This solution supports Tonik's goal to build trust and loyalty with digital banking customers. The case highlights how Genesys Cloud CX enables personalized and efficient service for banking.
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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.
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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.
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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.
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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.
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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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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 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.
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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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Genesys Cloud helped Leroy Merlin, a leading retail company with nearly 50 stores and a strong eCommerce presence, improve its omnichannel customer experience. The company replaced... its legacy on-premises system to gain more control, flexibility, and scalability. With Genesys Cloud, Leroy Merlin now uses live chat, chatbots, dynamic FAQs, and IVR to support customers. Real-time data gives them better visibility into performance metrics and streamlines decision-making. The result is a seamless customer journey across all channels.
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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 Dolfi1920 transform its contact center. The company used AI-powered experience orchestration to deliver better customer service.... Dolfi1920 now delights its customers with more personalized support. The solution improved customer experiences at scale. The case highlights how retail businesses can use Genesys to enhance contact center operations.
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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.
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Genesys Cloud CX helped Aterian cut total cost of ownership by 65%. The company improved service level agreement achievement by... 30%. Email handle time dropped by 7% across all brands. Aterian unified support channels and used Agent Copilot for faster, more empathetic responses. The solution enabled real-time data access and AI-powered automation for thousands of products.
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Genesys Cloud helped TechStyleOS transform its global contact centers in under 90 days. The retailer saw a two-fold increase in... self-service and chat deflection, a 31% drop in abandoned calls, and absorbed 14% more inbound traffic without hiring more staff. TechStyleOS expects $250,000 in annual licensing savings and achieved a 90% improvement in uptime. Real-time reporting, AI, and flexible integrations now support over 5 million members worldwide.
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Genesys Cloud CX helped Steinberg Diagnostic Medical Imaging boost online appointment bookings by 7%. The virtual assistant now gives patients... 24/7 self-service. SDMI saw a 40% reduction in forecasting workload. Manual scheduling dropped by 25%. Wrap-up time went down by 18%. The platform improved patient experience and made scheduling easier.
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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 Bon Secours Mercy Health modernize its patient experience. The healthcare provider saw a 10% increase in... revenue per agent and a 13% rise in weekly appointments scheduled. Handle time per call dropped by 20–30 seconds. The solution integrated with Epic and enabled digital self-service, voice assistants, and AI-powered agent copilots. These changes improved efficiency, patient engagement, and customer satisfaction.
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Genesys Cloud helped Independent Health migrate 100% of its contact center operations remotely in just four months. The company now... handles 40,000 calls and 800 chats monthly, with 95% member satisfaction. Genesys Cloud reduced systems and support costs and improved productivity. Associates use chat, callback, and AI-powered tools for better service. The solution also supports 300 back office and IT users, making company-wide communication easier.
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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.
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Genesys Cloud helped Siemens Healthineers connect 2,200 agents across 236 offices in 35 countries in just eight months. The company unified... global contact centers, reduced IT issues, and improved user satisfaction. Genesys Cloud enabled rapid onboarding of new sites in 6 to 8 weeks and allowed intelligent call routing based on urgency. Siemens Healthineers achieved zero downtime during outages and quickly shifted to remote work during the pandemic.
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Genesys Cloud CX helped Rush University System for Health cut average handle time by up to 15% across 37 queues. The health system... improved self-service, streamlined routing, and integrated Epic and Salesforce for better agent support. Rush saw a 39-second drop in average speed of answer and doubled its self-service success rate. These changes made patient experiences more empathetic and efficient. Rush now offers more self-service options and faster, more informed agent interactions.
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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 DX helped NatWest Group cut call handle time in just six weeks. The bank used Genesys DX to give... agents instant access to customer information and solutions. This improved process efficiency and raised customer satisfaction. The chatbot and knowledge base tools made it easy for agents to resolve issues fast. NatWest Group saw better visibility into knowledge gaps and a quick, simple rollout.
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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 helped Banco Bolivariano launch the Avi24 omnichannel chatbot. The bot handles 70,000 sessions each month across web, Facebook Messenger,... and WhatsApp. Only 3% of chatbot interactions need an agent, and customer satisfaction is 97%. The bank now resolves 82% of contacts within 20 seconds. Genesys enabled seamless integration and improved customer experience.
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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.
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Genesys DX chatbots helped Utilita, a leading UK prepay energy company, achieve an 87. 3% self-service score. Utilita used Genesys...DX to answer over 1 million customer queries in 10 months. The chatbot reduced call handling costs and improved customer satisfaction. The Genesys DX dashboard enabled quick updates and continuous system improvements. Utilita empowered over 20,000 customers to self-serve password resets, saving thousands in costs.
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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 Engage helped Eni Plenitude automate 100% of incoming calls using AI and Google Cloud Dialogflow. Lucilla, their voicebot, identifies... customers in over 80% of cases and routes 90% of calls to the right agent. The company saw a 30% reduction in agent callbacks and a 30% increase in Net Promoter Score. Eni Plenitude improved customer experience and efficiency with AI-powered IVR and natural language processing.
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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 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 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.
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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.
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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.
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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.
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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.
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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 InspiriTec cut average handle time by 15%. The platform reduced client onboarding time by 50%. Employee onboarding... became 12% faster. InspiriTec improved efficiency and customer experience. The cloud solution enabled faster growth and easier scaling. InspiriTec now tailors workstreams and supports a caring culture.
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Genesys Cloud CX helped IONOS grow revenue by creating seamless, personalized customer journeys. The platform enabled IONOS to deliver end-to-end... experiences at scale. AI-powered automation and digital engagement improved customer satisfaction. Workforce engagement management tools boosted employee efficiency. IONOS achieved better business results with Genesys contact center software.
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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 CX helped the Genesys product support team boost its customer experience score by 20 points. The team saw... a 34% reduction in routing time and a 43% drop in case escalations. Genesys Cloud AI delivered a 9.8X ROI and saved 157,000 working hours in three years. Employee development time increased by over 90%, keeping attrition below 3%. The solution improved both customer and employee experiences with AI-powered automation and workforce management.
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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 Engage on-premises helped NSPCC ensure maximum uptime for its helpline services. The charity improved access to counselors and supervisors,... and gained better control over resource planning. Genesys Workforce Engagement Management made scheduling easier and more accurate. NSPCC now offers digital channels like chat and email, meeting the needs of children who prefer online support. The platform is cost-effective and supports new technology adoption.
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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 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.
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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 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 helped The University of Texas Rio Grande Valley improve student enrollment and retention. The university used personalized and empathetic... services powered by Genesys solutions. These services made student interactions better. As a result, both enrollment and retention rates increased. The university saw positive changes from using Genesys technology.
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Genesys Cloud helped Ilumno move 380 contact center agents to remote work. Ilumno saw a 100% increase in contact levels... and reached 60% of contacts in just three interactions. The company reduced operating costs and fully relocated its contact center. Genesys Cloud enabled better automation, AI, and scaling for student support. Ilumno improved service quality and flexibility for higher education institutions.
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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.
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Genesys Predictive Routing helped Swisscom cut average handling time by 3%. The company improved first-contact resolution by 5% and boosted... agent satisfaction and NPS. Swisscom now handles 20,000 monthly customer enquiries in four languages via messaging. Bots resolve 50% of FAQs and 10% of all enquiries without agent transfer. WhatsApp and Apple Business Chat are part of their blended messaging model.
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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.
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Genesys Cloud platform helped AdaptHealth quickly train staff and switch systems in one day. After activating Genesys Workforce Engagement Management,... service levels improved. Average handle times and abandon rates dropped. The platform is easy to use and supports fast deployment. AdaptHealth saw better customer service results with Genesys Cloud.
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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.
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Genesys Cloud helped Company Nurse achieve a 269% ROI and a 4. 8-month payback. The platform enabled omnichannel customer engagement,...real-time reporting, and seamless API integrations. Company Nurse increased call volume by 20% without adding agents and cut average handle time by 11-13%. The company saved $50,000 annually by reducing overflow calls and decreased agent idle time by 21%. Adherence levels rose by 10 points, improving workforce engagement and customer experience.
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Genesys Cloud helped eco24 move its contact center to the cloud. The company now has a single communication solution and... easy Salesforce integration. Implementation took three months. eco24 lowered telephony costs and improved scalability. Employees can work from anywhere, and new features are easy to add.
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Stanley Steemer uses Genesys solutions to protect revenue and improve customer, worker, and franchisee satisfaction. The company wanted to deliver... better experiences for everyone involved. Genesys provided tools for customer experience and workforce engagement. Stanley Steemer now delights customers and supports its team. The solution helps keep revenue safe while making service better.
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Genesys Cloud helped Service NSW support over 1 million citizens in 2020. The agency set up disaster response in 24... hours and increased staffing by 733%. Service NSW launched six new services and created COVID-19 hotlines from scratch. Genesys Cloud enabled fast crisis management, remote work, and better customer service across calls, email, and chat.
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Genesys Cloud helped Fremtind Service automate over half of chat inquiries and cut email response times by 80%. The government agency... saw 30% savings on licensing and support costs. Agent productivity rose by 5%. First call resolution reached 95%. The platform unified operations, improved uptime, and enabled blended AI for better customer service.
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Genesys Cloud helped Multilaser shift 250 agents to remote work in just one week. The company saw a 60% growth... in 2020 and handled 1.4 million calls. Genesys Cloud improved flexibility, stability, and security for Multilaser's contact center. Workforce Engagement Management replaced manual spreadsheets and made agent training easier. Multilaser now delivers better customer and employee experiences with integrated voice, chat, and email channels.
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Genesys Cloud CX helped Vaillant Group Austria cut maximum waiting time by 53. 1% and average caller waiting time by...50%. The company needed seamless Salesforce integration and easy customization. Genesys Cloud delivered fast, with a two-week implementation and empowered in-house customization. Detailed reporting and strong integrations improved customer satisfaction and service quality. Vaillant now manages callbacks in 15 minutes and enjoys effortless updates.
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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.
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Genesys DX helped See Tickets answer 95% of customer inquiries with no human interaction. The AI chatbot reduced inbound calls... and delivered significant cost savings. See Tickets improved accuracy and speed of answers for event ticket buyers. The setup was simple and the interface easy for staff to use. Real-time insights from Genesys DX supported better customer service and growth.
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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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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 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 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.
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Genesys Cloud helped Localsearch move 80 contact center agents to remote work during the COVID-19 lockdown with no downtime. The company improved... customer onboarding and support, maintained operations, and enabled accurate, near real-time reporting. Warm call routing reduced dropouts and Salesforce integration gave teams a full view of client interactions. Call volumes doubled and nearly tripled, but Genesys Cloud scaled easily, supporting business continuity and efficiency.
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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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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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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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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.
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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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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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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.
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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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Odity uses Genesys to improve customer experience for over 130 premium brands. The company adopted Genesys Cloud CX to deliver... personalized experiences at scale. Odity leverages AI-powered automation and digital customer engagement tools. The solution helps Odity set new standards in customer service. The case highlights the impact of Genesys in supporting large-scale, multi-brand operations.
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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 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 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 helped Vero improve customer experience. Vero used Genesys Cloud CX to deliver better service. The solution included AI-powered automation... and digital engagement. Vero streamlined contact center operations. The case highlights benefits of cloud contact center software and workforce engagement management.
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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 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 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 helped SV Gruppe transform its business. SV Gruppe used Genesys solutions to improve customer experience. The case highlights the... use of Genesys Cloud CX and AI-powered orchestration. The content does not mention specific results or numbers. SV Gruppe aimed to deliver better service and efficiency with Genesys.
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Genesys Cloud CX helped Tuhu improve its contact center. Tuhu used AI-powered experience orchestration to deliver better customer service. The... solution increased innovation and customer satisfaction. Tuhu enhanced its contact center operations with Genesys technology. The case highlights the benefits of using Genesys for contact center transformation.
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Genesys Cloud CX helped Emtelco improve their contact center. The platform enabled personalized customer experiences at scale. Emtelco used AI-powered... automation and digital engagement tools. The solution aimed to optimize customer journeys and workforce management. Results or specific metrics are not mentioned in the content.
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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.
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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 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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