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

Oney Bank moved to the Genesys Cloud platform to improve customer experience using AI. The bank uses AI-powered analytics and... email processing to boost agility. Oney Bank plans to use agent copilot tools to further optimize customer interactions. The goal is to stay ahead of changing customer needs. The case highlights digital transformation in financial services with Genesys Cloud.
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Genesys Cloud helped HSBC gain full visibility into customer experience. HSBC reduced abandonment rates by 48% and cut handle time... by five minutes per interaction. Transfers regarding complaints dropped by 32%. Supervisors now save two hours each day with real-time insights. HSBC predicts $60 million in value over three years from AI orchestration.
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Genesys Cloud helped SBI Securities handle 10,000 daily inquiries with ease. Operators now manage multiple client calls and trades at... once. Supervisors work 90% more efficiently on quality management tasks. The company saved costs equal to hiring 30–40 new staff. Customers spend less time waiting and on calls. SBI Securities can now scale customer service as it grows.
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Global Payments moved from a mix of legacy systems to Genesys Cloud CX. The company needed a single, easy-to-use platform... for its global contact centers. Genesys Cloud CX improved agent efficiency and reduced call abandonment rates. Agents now have a consistent experience and file fewer support tickets. Customers use virtual assistants more often. The migration was smooth, with fast deployment and positive feedback from agents.
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Edenred Mexico switched from an on-premises contact center to the Genesys Cloud platform. This move doubled their conversion rate and... increased sales by 100%. The company also saw a 50% rise in contact rate and a 30% boost in Net Promoter Score. Genesys Cloud enabled seamless CRM integration and remote work for all staff during COVID-19. Edenred Mexico improved customer and agent experiences with new features and stable operations.
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Genesys Cloud CX helped Sistecrédito unify customer channels and improve service for millions in Colombia. The company saw an eight-point... jump in NPS and saved about $30,000 each month. Average handle time dropped by 17%. Sistecrédito digitized onboarding and service, reducing paper use and supporting sustainability. The platform enabled faster, more empathetic customer experiences and advanced financial inclusion.
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GoTyme Bank used Genesys Cloud to improve its digital banking service. The bank increased call handling capacity by 44%. Customer... satisfaction rose to about 90%. Agent productivity jumped from 69% to 94%. Genesys Cloud helped GoTyme Bank blend automation with personal service. The bank now handles 160,000 calls a month, up from 111,000.
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Genesys Cloud helped TSB Bank cut call abandonment rates by 20%. The bank moved 65 agents to remote work in... just five days during COVID-19. TSB Bank achieved a +71 NPS score and saved costs on its toll-free line. The cloud platform enabled fast deployment, flexible remote work, and seamless customer experiences. Customers could self-serve or reach live agents across channels. TSB Bank scaled quickly and kept service levels high despite a 40–50% spike in call volume.
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Genesys DX helped NatWest Group cut call handle time in just six weeks. The bank used to rely on manual... processes, which led to long hold times and customer complaints. With Genesys DX, agents now get instant access to relevant information. This improved process efficiency and boosted customer satisfaction. The solution also gave better visibility into knowledge base gaps and enabled a self-service chatbot for mobile users.
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Quicken moved to Genesys Cloud after separating from its parent company. They needed a contact center solution that did not... require heavy IT support. Genesys Cloud was deployed in just two months. Quicken achieved a 412% ROI in under three months. The platform reduced average handle time by five minutes and improved sales experience. Operational costs dropped and productivity increased.
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Genesys Cloud helped Lowell Norway handle 2. 5 million contacts a year on one platform. They unified inbound, outbound, IVR,...email, and chat for agents. Response rates rose to 94% and wait times dropped by 14 seconds. Automatic identification on first contact increased by 35%. Average handle time fell by 25% and agent productivity went up by 20%. The platform made it easy to control queues and access customer history, improving service and customer experience.
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Inter used Genesys Cloud to replace complex IT systems with a stable, scalable platform. The company unified calls, emails, chat,... and WhatsApp on one agent desktop. Customers now get 24-hour service and faster responses. Productivity improved, especially for outbound campaigns. IT staff no longer manage infrastructure, freeing them for other work. Inter reduced its service provider relationships from four to one.
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Genesys helped FE Credit digitize its legacy contact center. Agents now handle calls, email, chat, and social media from one... platform. Service levels rose to 90%. Customer satisfaction scores improved by 89%. Outbound connections increased by 30%. Wait times for outbound calls dropped to zero. FE Credit now makes 1.7 million outbound calls daily and handles over 10,000 inbound calls per day.
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eco24 used Genesys Cloud to upgrade its contact center. The company integrated Salesforce for better call routing and automated emails.... They bundled all communication into one solution and reduced telephony costs. The cloud platform improved scalability and allowed quick integration of new features. Over 50 users now handle about 20,000 calls monthly, supporting rapid growth.
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Stater N. V. used Genesys Cloud CX to simplify IT, cut costs, and boost AI adoption. The company migrated its...contact centers and IT help desk to the cloud, meeting strict GDPR and security standards. AI chatbots now resolve 60% of customer requests on first contact. IT ticket volumes dropped by 80%. Stater saw a sixfold reduction in time to innovation and immediate ROI.
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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 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 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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Magenta Telekom used Genesys Cloud CX to modernize its contact center. The company reduced hold times and repeat calls. Sales... and service interactions became shorter and more personalized. Integration with Salesforce helped agents manage all channels in one workflow. Magenta Telekom improved agent utilization and customer experience. The cloud solution also supported energy-efficient operations.
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KPN used Genesys Cloud to centralize all its contact channels. The platform gave KPN robust insights across its business lines.... KPN improved customer service by using predictive routing to match customers with the best agents. The solution helped KPN deliver more personalized customer experiences. All contact channels now run on one platform. KPN serves consumer, business, and wholesale customers from virtual contact centers.
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Genesys Workload Management helped Datamétrica transform its help desk operations. The company retired three legacy systems and automated manual tasks.... Idle time dropped from 43 minutes to zero. Accurate supervision and better team performance analytics improved KPIs. Over 390,000 monthly service requests are now managed more efficiently.
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Genesys Cloud helped Deutsche Glasfaser modernize its customer service in just 14 days. The company replaced fragmented systems with a... unified contact center. Now, 340 employees handle thousands of customer inquiries daily using Genesys Cloud. Real-time reporting and easy integration of new channels improved efficiency and flexibility. Deutsche Glasfaser can now add new features quickly without outside help.
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Spark used Genesys Cloud to replace its old, complex systems. The company cut its servers by 96%, from 300 to... 12. Spark lowered costs and made it easier for staff to work from anywhere. The new platform helped manage staff better and respond to customers faster. Spark now spends less time on maintenance and can focus on new ideas.
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MTN used Genesys Cloud to improve customer service across 15 African markets. The company moved from siloed, reactive support to... an AI-powered, customer-first model. Predictive routing led to a 15% drop in repeat calls. Messaging volume grew 10 times. MTN now leads in Net Promoter Score in 11 countries. Churn rates also decreased after the transformation.
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Swisscom used Genesys Predictive Routing and a blended messaging model to improve customer service. They reduced average handling time by... 3% and increased first-contact resolution by 5%. Bots resolved 50% of FAQs and 10% of all inquiries without agent transfer. The solution handled 20,000 monthly customer inquiries in four languages. Swisscom also saw improvements in NPS and agent satisfaction.
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ThunderNet used Genesys Cloud to handle rapid business growth and rising customer demand. The platform helped ThunderNet boost agent productivity... and customer satisfaction by 60%. Operational efficiency improved by 40%. Genesys Cloud integrated with ThunderNet’s CRM and managed over 1.5 million customer interactions across channels. Waiting times for WhatsApp dropped from 18 hours to five minutes.
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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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Elkjøp Nordic used Genesys Cloud to transform its contact center in just 12 weeks. The company cut its contact center... systems by 50% and reduced workforce management support needs by 83%. Advisors now handle chat, email, voice, and social interactions from one place. Real-time insights help resolve customer issues faster. The team is recognized for delivering strong business results and better customer experiences.
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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 Best Buy Canada cut operating costs by 20%. The retailer reduced average handle time by 19% and... call transfers by 40%. Genesys Cloud unified customer service systems and enabled AI-powered automation. Agents now use one platform for all tasks, making their work easier. Customers get faster, more seamless support, boosting loyalty and satisfaction.
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TechStyleOS used Genesys Cloud to transform its global contact centers in under 90 days. The company saw a two-fold increase... in self-service and chat deflection. Abandoned calls dropped by 31%, and inbound traffic rose 14% without adding staff. TechStyleOS expects $250,000 in annual licensing savings and a 90% improvement in uptime. Over 5 million online shoppers now get more personalized experiences.
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Genesys Cloud helped Round Room, a leading Verizon retailer, boost productivity by 35%. The company replaced multiple systems with one... cloud platform. During the COVID-19 crisis, agents moved to remote work in just 48 hours. 90% of changes are now handled without IT specialists. The switch led to a record-breaking sales quarter and faster email lead closure.
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Genesys Cloud helped Lyreco boost customer satisfaction to 95%. Agents now answer 50% faster and track every buyer interaction. The... platform unified 25 global contact centers and supports 800 agents. Lyreco improved efficiency by sharing skills and resources across subsidiaries. Integration with Zendesk CRM enables seamless support at all touchpoints.
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Leroy Merlin upgraded to Genesys Cloud to improve customer experience across nearly 50 stores and its eCommerce business. The company needed... more flexibility and better control than its old on-premises system could provide. With Genesys Cloud, Leroy Merlin now uses live chat, chatbots, dynamic FAQs, and an evolving IVR to support customers. Real-time data helps them make faster decisions and track key CX metrics. The new platform gives them more control, flexibility, and scalability.
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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 Best Buy Canada cut operating costs by 20%. The retailer used AI, automation, and real-time insights to... improve customer engagement. Average handle time dropped by 19%. Call transfers fell by 40%. The platform unified systems, making agents' work easier and improving customer service.
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Genesys Cloud CX helped Naturgy triple its Net Promoter Score from 21% to 60%. The company reduced its call abandonment... rate from 25% to 5%. 80% of customer inquiries are now answered within optimal response times. Naturgy unified its support channels and gained real-time visibility into customer interactions. Integration with Salesforce improved data control and service personalization. The platform enables Naturgy to respond quickly, even during emergencies.
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Essent used Genesys Cloud CX to replace legacy voice and chat systems. The new platform improved service stability and agent... experience with AI and CRM integrations. Essent achieved a 100% reduction in service-impacting incidents and a 32% increase in employee workplace satisfaction. The company expects a 50% decrease in IT costs. Agents now handle customer interactions faster and with less stress.
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ENGIE Australia & New Zealand used Genesys Cloud to fix manual processes and workflow inefficiencies in its contact center. The company saw... a 40% reduction in manual effort and a 75% improvement in Net Promoter Score. Customer complaints dropped by 120%. AI-powered features like Agent Copilot and workforce management helped agents focus on customers and improved data accuracy. Gamification and automation boosted employee engagement and service quality.
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Genesys Cloud helped Grupo Saesa cut handle time by over 10%. The utility unified data across channels and improved decision-making.... AI-powered virtual agents increased call containment. Real-time analytics flagged urgent issues for fast response. Grupo Saesa now delivers faster, more connected customer service.
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Genesys Cloud helped ACEA, a leader in the Italian water market, improve user experience and service quality. ACEA wanted to... give customers more than just phone support. They created digital touchpoints and launched Waidy Point, a help desk for all users. The solution made it easier for customers to get help using digital channels. ACEA now offers both physical and digital support, making service more flexible and simple.
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Genesys Cloud helped Grupo Vanti unify business processes and integrate with SAP CRM. The platform enabled a 360-degree view of... operations and balanced workloads for over 400 agents. Vanti maintained 95% service levels and 5-6 minute average handle times. All calls are now recorded, meeting regulatory needs. Self-service bots improved customer experience and reduced agent workload.
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Genesys Cloud CX helped Grupo Equatorial improve first-call resolution by 50%. The company reduced repeat calls by 26% and achieved... 100% system availability. Grupo Equatorial used Genesys to unify customer service across digital and voice channels. The platform enabled better compliance with new regulations and improved agent training. Artificial intelligence features boosted operational efficiency and customer satisfaction.
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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 Cloud CX helped Rush University System for Health cut average handle time by up to 15%. The health system... improved self-service, streamlined call routing, and gave agents better access to patient information. Rush saw a 39-second drop in average speed of answer and doubled its self-service success rate. Abandonment rates fell from 12.6% to 3.7%. Customer survey scores rose from 83.1% to 86.6%.
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Genesys Cloud helped UHealthSolutions cut agent onboarding time by 90%. The healthcare nonprofit replaced an unreliable on-premises system with a... stable, AI-powered platform. System uptime is now near 100%. Implementation speed improved by 75%. Agents benefit from unified workflows and Salesforce integration. Customer and agent satisfaction increased with fewer outages and faster support.
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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 made associates more productive. Integration with Siebel CRM and AI-powered tools improved service speed and self-service options. Independent Health extended Genesys Cloud to 300 back office and IT users, simplifying company-wide communications.
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Sohin used Genesys Cloud CX to help patients with complex and rare illnesses. The platform improved communication quality and reduced... friction for patients. Sohin leveraged AI to help agents and supervisors save time. This allowed them to serve more people with greater empathy and efficiency. The CEO praised the stability and quality of Genesys Cloud CX.
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Genesys Cloud helped Siemens Healthineers connect 2,200 agents across 236 offices in 35 countries. The company unified its global contact... centers in just eight months. Agents now route calls based on urgency and handle them faster. IT issues dropped, user satisfaction rose, and onboarding new sites takes only 6 to 8 weeks. The platform enabled rapid remote work and ensured zero downtime during outages.
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Genesys Cloud virtual assistant helped Steinberg Diagnostic Medical Imaging boost online appointment bookings by 7%. The healthcare provider enabled 24/7... self-service, reducing dropped calls and busy signals. SDMI saw a 40% reduction in forecasting workload and a 25% decrease in manual scheduling. Wrap-up time dropped by 18%. The platform improved patient experience and streamlined scheduling operations.
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Genesys Cloud helped SITA migrate to a cloud-based contact center. SITA improved call quality and response time for 2,800 airlines,... airports, and agencies. The switch enabled voice migration for 150 countries in five minutes. SITA saw up to 50% more efficiency in voice team change management. The platform made onboarding faster and improved disaster recovery and capacity planning.
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Genesys Cloud helped InspiriTec, a social enterprise IT services provider, modernize its contact center. InspiriTec cut average handle time by... 15% and reduced client onboarding time by 50%. Employee onboarding became 12% faster. The platform enabled InspiriTec to scale quickly and improve customer experience. InspiriTec now delivers more efficient service and supports faster growth.
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Genesys used its own Genesys Cloud CX platform and AI tools to improve its product support team. The team saw... a 20-point increase in customer experience scores. They reduced routing time by 34% and cut average handle time by five minutes. Case escalations dropped by 43%. The team saved 157,000 working hours in three years and achieved a 9.8X ROI. Employee development time increased by 90%, and attrition stayed below 3%.
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Lenovo used Genesys to unify its customer service across 40 countries and 6,000 agents. The company 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. Lenovo reduced abandoned calls and wait times. Agents gained better visibility and could guide customers through every step.
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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 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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Genesys Cloud CX helped Digital Dialog GmbH automate customer service with AI-powered voicebots. The bots now handle 40% of calls,... matching the workload of 15 full-time employees. Digital Dialog achieved ROI in just three months and maintains over 90% service availability. SAP integration enables seamless automation for tasks like credit notes and e-paper codes. Employees focus on advanced tasks while bots manage repetitive inquiries.
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PATLive used Genesys Cloud to move 1,000 agents to remote work in just a weekend. The platform helped PATLive handle... COVID-19 response calls and onboard new agents fast. Workforce engagement management tools improved schedule adherence and cut agent churn by 59%. Integrations with Slack, Tableau, and CRM systems unified remote operations. Gamification features boosted employee engagement and made management easier.
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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 revenue grew by 32%. Wait times dropped 79% and abandoned calls fell 65%. Employees now get fairer rewards with gamified KPIs.
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Genesys Cloud helped CallPageboy cut handle times by 20%. The business process outsourcer improved agent engagement and made system changes... safer and simpler. Managers now use real-time data for better resource planning and forecasting. Agents handle 10,000 calls weekly across multiple channels. The move to Genesys Cloud enabled new services and business resilience during the COVID-19 pandemic.
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Genesys Voice Platform and Genesys App Automation Platform helped An Post handle thousands of customer calls each year. The company used... IVR and self-service to reduce call volume and improve efficiency. Genesys whisper technology let agents hear customer info before taking calls, so customers did not repeat themselves. An Post now offers 24/7 service, cut costs by diverting calls, and lets business users make system changes without IT help. Customer experience improved with more consistent service.
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Genesys Cloud helped Refuge, the UK's largest domestic abuse charity, support 30% to 40% more survivors each week. The platform unified... all communication channels, making services more empathetic and responsive. Advisors saved 75 hours per week and could focus more on helping survivors, not managing systems. AI-guided journeys and improved workload balance boosted employee well-being. Refuge now reaches hundreds more survivors weekly with better operational visibility and control.
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The Trevor Project used Genesys Cloud CX to improve crisis support for LGBTQ+ youth. The platform enabled 24/7/365 support and... handled 500,000 calls, chats, and texts per year. Staff saved two hours per supervisor daily with AI-powered workforce engagement management. The need for in-house development dropped by 80%. Counselors now focus more on quality conversations, not technology.
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Genesys Engage helped NSPCC ensure maximum uptime for its helpline services. The charity improved access to counselors and supervisors by... adding digital and social channels. Genesys Workforce Engagement Management made resource planning and scheduling easier. NSPCC agents now spend less time on admin and more time helping children. Chat interactions now account for 50% of all contacts, lasting seven times longer than calls. The platform supports cost-effective adoption of new technologies and better control over service delivery.
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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 DKV Euro Service modernize its communications. The company moved to an omnichannel service model, integrating Microsoft Dynamics... CRM and Power BI. 530 agents now handle inbound, outbound, and service calls across 15 countries. The platform supports telemarketing and omnichannel sales. DKV Euro Service plans to add more digital channels and AI-powered email routing.
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Genesys Cloud helped Aeroporti di Roma digitize and insource its contact center. The platform improved service for 49.4 million passengers... and managed 240,000 annual calls. ADR integrated Genesys Cloud with airport systems, enabling faster request handling and better routing. During the pandemic, callback times averaged just 20 minutes. Staff now use a web app and QR codes to report maintenance issues quickly.
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Genesys Cloud helped Fremtind Service automate over half of all chat inquiries using AI. The company unified its contact center... operations and reduced licensing and support costs by 30%. Email response times improved by 80%, and agent productivity rose by 5%. First call resolution reached 95%, with customer satisfaction scores above 90%. Fremtind Service now manages millions of toll transactions more efficiently.
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Genesys Cloud CX helped Charles Sturt University cut operational costs by 13%. The university improved student support with AI-powered tools... like Agent Copilot and virtual agents. Cost to serve dropped by 11%. Net Promoter Score rose by 13 points. After-hours self-service engagement increased by 20 points. Escalations fell by 66%. The university now delivers 24/7 support across digital channels.
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Ilumno used Genesys Cloud to transform its contact center operations. The company moved 380 agents to remote work and saw... a 100% increase in contact levels. With Genesys Cloud, 60% of contacts are now reached in just three interactions. Ilumno reduced operating costs and improved its ability to scale during high demand. The platform enabled better automation, AI strategies, and a renewed service culture for students.
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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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Matmut used Genesys Engage to transform its customer experience. The company integrated Genesys with Salesforce CRM for a 360-degree view... of customers. Matmut improved call efficiency by 15% and reduced processing times for mail and online requests. Skills-based routing and omnichannel capabilities helped agents respond faster. Workforce engagement tools enabled better planning and team sizing.
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Genesys Cloud helped Farmers Mutual Group modernize its contact center. FMG enabled 350 agents to work from home during COVID-19... lockdowns. The company improved its call answer rate by 5% to 96%. Call length dropped by 5% across 250,000 calls. FMG saved 30 hours each month in quality assurance and over $1 million in total cost of ownership over five years. Employee satisfaction and client service levels remained high throughout the transition.
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Genesys Cloud helped ConTe. it move 150 insurance advisors to remote work in just two days. The platform improved resource...use by 4% and is expected to save €150,000. Advisors can now switch easily between inbound and outbound calls, which improved response times by 5%. Integration with the Guidewire insurance platform was simple. ConTe.it can now add new channels and features quickly.
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Genesys Cloud helped Field Management Ireland move 100% of staff to remote work in just two days. The company improved... sales conversion rates by 10% and achieved a 98.3% customer satisfaction score. Client reporting time dropped by up to 90%. FMI now manages omnichannel campaigns and gains deeper consumer insights. Staff absenteeism is the lowest among peers, and clients benefit from faster, data-driven service.
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JPIMedia used Genesys Cloud to improve sales and campaign management. The company moved from Genesys PureConnect Cloud to a native... cloud platform for better integration and PCI compliance. With Genesys Cloud, JPIMedia increased process efficiency and effectiveness. The IT team gained more control and agility, and disaster recovery improved. Onboarding new recruits became faster, and reporting on agent performance is now more transparent.
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Genesys Cloud helped Localsearch keep its contact center running during the COVID-19 lockdown. The company moved 80 agents to remote... work with no downtime. Call routing improved, and dropped calls were reduced. Real-time reporting and Salesforce integration gave managers better insights. Localsearch handled a surge in call volume and improved customer onboarding and support.
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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 new agents dropped from four weeks to just days. Staff can now work from home and use hands-free softphones. Customers get faster service with callback options and fewer call transfers. Housing Direct can now innovate and launch new services quickly.
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Genesys Cloud helped Service NSW respond to major crises, including bushfires and the COVID-19 pandemic. The platform enabled rapid remote... work, 24-hour disaster response setup, and a 733% staffing increase. Service NSW launched six new services and created COVID-19 hotlines from scratch. Over 1 million citizens received support in 2020. The agency improved crisis management and citizen service delivery using Genesys Cloud.
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Genesys DX helped the State of Iowa create a single digital experience for residents. The live chat and AI chatbot... handled up to 15,000 contacts a month during COVID-19. This saved about 45,000 minutes of call handling time. Self-service scores reached 74% for Iowa.gov, 76% for insurance, and 79% for transportation. Over 229,000 resident engagements were managed across three main sites. More than 15 agencies now use chatbot widgets to assist residents quickly.
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Legrand used Genesys Cloud to move its contact center to the cloud in just three days. This helped Legrand support... remote work and keep service running during COVID-19. The company improved customer experience and reporting. Legrand gained better control over calls and data. IT maintenance costs and complexity went down. Agents now handle 450,000 contacts a year across phone, email, and more.
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Multilaser used Genesys Cloud to handle rapid growth and a shift to remote work. The company moved its contact center... to the cloud in just one week. This improved flexibility, stability, and security for 250 agents. Genesys Workforce Engagement Management replaced manual spreadsheets for agent evaluation and training. Integration with WhatsApp and a new CRM system will further boost productivity and customer experience.
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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 Lighthouse Works improve accessibility and efficiency for its blind and low-vision agents. The platform reduced average speed... of answer from 23 to 8 seconds and cut 45–60 seconds from certain call types. Agent retention increased, and churn rates are five times lower than the industry average. Virtual assistants and integrations with JAWS screen reading software made workflows faster and more inclusive. Lighthouse Works now delivers higher service levels and a fully accessible contact center environment.
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Probe Group used Genesys Cloud to improve customer and employee experience. They deployed new client services in under 48 hours.... AI-powered routing cut average handle time by 13% and reduced call transfers by 5%. Response times improved by 16%. The platform enabled work-from-home for agents and made it easier to integrate third-party apps. Probe Group saw a 30% increase in agility and potential savings of up to 13 full-time employees.
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Maximus used the Genesys Cloud platform to unify its global contact center operations. The company migrated over 100 sites and... consolidated 31% of client projects. 6,000 agents now serve customers more efficiently with a single desktop interface. Maximus retired 26 phone systems and achieved up to 50% savings on licensing costs. Genesys AI features improved service innovation and enabled rapid deployment of new offerings.
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Genesys Cloud helped BCD centralize operations and improve customer experience for travelers worldwide. In nine months, BCD rolled out the... platform to 7,000 agents across 57 countries, achieving 70% deployment. The company saw an 11% reduction in average handle time and routed one-third of travelers to their preferred agent. BCD also reduced queues by up to 70% and improved service innovation speed. AI-powered analytics and workforce engagement tools further enhanced efficiency and satisfaction.
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Genesys Cloud helped BetFlag, an online gambling company, update its contact center. BetFlag retired legacy technologies and streamlined data management.... The new platform enabled remote work for about a year. BetFlag can now scale for future growth and improve customer engagement. Genesys Cloud supports inbound, outbound, and self-service channels.
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