Actavo

Empowering customer experience heroes

The Actavo contact center in Glasgow is the first point of contact for customers of many telecoms, power, water, wind and public-sector organizations. Continuing with end-of-support IT infrastructure meant significant investment for no extra benefit. So, to keep pace with explosive growth, Actavo decided to move to the cloud.

The Genesys Cloud CX^TM platform was the only solution that could be deployed with staff fully trained and ready to go within the six-week target. With greater control of contact center management, Actavo has changed the way it communicates and engages with customers.

Agents work more efficiently and deliver a superior customer experience. Customers can self-serve or request an agent to contact them via the callback option. Outbound activities are also more efficient. With lots of exciting possibilities, Actavo can easily add new agents, features and channels with minimal cost.

Benefits

100% uptime since going live over a year ago
80% of calls answered within 20 seconds
Under 5% abandonment rates
More outbound connections for less effort

Challenges

Make the contact center a business growth enabler
Deliver a new platform within a six-week migration window

Product

Genesys Cloud CX

Solutions

Read the customer story

“Tasks come into call queues and are automatically pushed to the most appropriately-skilled agents, giving supervisors much better performance visibility.”

Alexander Barr, Customer Services Director, Actavo

+1.888.436.3797

Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.