JM Bullion is a leading online retailer of gold and silver products. In a market where competitors all sell the same commodity, JM Bullion sets itself apart with unmatched customer service.

In order to integrate previously disparate voice, email, and chat channels, JM Bullion turned to Genesys to create a one-stop shop for agents. With this multichannel approach to customer experience (CX), agents can now handle customer inquiries across any channel, which has improved communication, efficiencies, and response times. Thanks to exceptional customer service and a growing customer base, JM Bullion is quickly gaining on the market leader.


  • Email response reduced by 10 hours
  • Transfer rate down 8% to 3%
  • Average Speed to Answer down 30 seconds

“The only way to truly scale is by empowering each individual to handle every scenario possible without having to transfer.”

Thomas Fougerousse
Vice President of Operations
JM Bullion


  • • Disparate systems
  • • Hold times up to 20 minutes
  • • Agents unable to multi-task across channels
  • • Lack of flexibility to distribute workload