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Cendris Customer Contact

Customer service provider partners with Genesys to increase business efficiency and customer satisfaction

Cendris Customer Contact is a call center operator and customer services contractor with offices in the Netherlands and Germany. They specialize in customer contact—providing inbound and outbound customer contact services with the important goal of increasing customer satisfaction. Since customer experience is at the heart of what Cendris provides, it was imperative for them to upgrade to a best-in-class call center solution.

Cendris chose the Genesys PureConnect™ solution to help them increase efficiency within their business. They were able to leverage a fully integrated PureConnect solution to increase customer satisfaction scores while decreasing agent hours.

Benefits

Reduced agent hours by 70% with use of dialer
Improved business efficiency with one integrated solution
Gained deep data mining capabilities
Increased customer satisfaction scores

“Seventy percent of our current business is inbound, and we cannot do it without Genesys.”

Freek Weijtens, Director of Strategy & Innovation at Cendris Customer Care

Challenges

Lack of business efficiency
Not able to route calls based on agent skill
Insufficient business intelligence data
Siloed solutions

Product

Genesys PureConnect

+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.