Read the full story of how Esri implemented Genesys Digital Customer Service Solutions to integrate Web channels and connect customers to the right resource the first time.

Esri is the world's premier provider of GIS mapping software solutions. To keep up with the needs of a fast growing customer base, Esri turned to Genesys solutions to redesign the overall customer service experience.

Says Michael Kim, Director of Support Services: “We knew we needed to take a multi-channel approach, since many customers were demanding that we offer different support options.”

Esri worked with Genesys partner Contact Center Service (CCS) to implement the Genesys Digital Customer Service solution that Esri needed. “I liked the fact that Genesys doesn't lock you into a hardware infrastructure,” says Kim. “I knew that it was flexible enough to meet our unique needs."

Today about 300 agents handle voice, email, and Web chat interactions. Each agent works across all channels, and their unique desktop can handle all channels simultaneously.

The flexibility means that agents can work on multiple media simultaneously, seamlessly convert a voice interaction to an email interaction, and transfer email interactions to a virtual queue for further intelligent processing.

The result has been a measurable improvement in the customer experience … and the bottom line. Says Kim: “The better we get at using Genesys customer service solutions, the higher our ROI keeps getting.”


  • Customer survey satisfaction ratings increased from 82% to 93%
  • 25 point increase in Net Promoter Score (NPS®)
  • Increase in first call resolution from near zero to 70%
  • Real-time and historical insight into service levels
  • Improved support efficiency through interaction management and routing

“We are now delighting our customers, because they know that we can go the extra mile for them. In fact, one of our competitive brand differentiators is that we have the ability to deliver consistently superior experiences for customers. .”

Michael Kim, Director of Support Services, Esri