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Home > Customer Stories > Actavo

Actavo

Empowering customer experience heroes

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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 PureCloud 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
Actavo

Challenges

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

Solutions

  • Inbound
  • Outbound
  • Self-service
  • Business Automation
  • Workforce Optimization
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

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About Genesys

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 11,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.

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