Dutch Lottery

Applying a functional, flexible platform to increase customer satisfaction

Dutch Lottery is the leading provider of games of chance in the Netherlands. Receiving half a million calls per year, the company needed a solution that was scalable with a fast deployment. The Genesys Cloud CX^TM platform was the answer for the thriving company. With the quick Genesys Cloud CX deployment cycle, Dutch Lottery was up and running with the platform in just one month. Utilizing Genesys solutions, including workforce management, enabled Dutch Lottery to better understand the company’s data to help make better decisions.

Since implementing the Genesys Cloud CX solution over a year ago, Dutch Lottery noticed increased satisfaction for both their employees and their customers. “I can’t imagine working without Genesys Cloud CX anymore,” said Suraj Kalpoe, Customer Service Representative at Dutch Lottery. “It tells you a lot about your performance — what you’re doing, as well as how you rate in your work.”

Benefits

Improved agent efficiency
Increased scalability
Fast deployment of contact center solution

“Within one month, we were able to set up the platform, connect it and go live. Now, we’ve been using it to everyone’s satisfaction for over a year and a half.”

Dirk Jan Verdonk, WFM Manager, Dutch Lottery

Challenges

Improve overall experience internally and externally
Lack of business efficiency
Insufficient business intelligence data

Product

Genesys Cloud CX

Solutions

+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.