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

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