Feros Care

Enabling bolder living through the cloud

Feros Care is an Australian not-for-profit primarily providing in-home care services. With over 25 years of experience, the organization enables seniors, people living with disability and veterans to lead bolder lives through a wide-range of care services.

With the unique Feros Care clientele — a mix of seniors and their adult children engaging on behalf of their parents — it was crucial to support customers of all technical abilities. In addition, Australian government reform enhanced consumer choice for senior services, making the industry more competitive. To better serve and retain existing clients and attract new ones, Feros Care needed to focus on providing a positive customer experience to set themselves apart from other providers.

Through the Genesys Cloud^TM platform, Feros Care was able to transform its customer experience to achieve shorter wait times and lower call abandonment rates.

Benefits

Decreased call abandonment rate to 2-5%
Reduced call wait times
Less time and effort spent on training
Greater visibility of agent performance
Ability to quickly add agents, sites and digital channels

“We have to ensure our teams follow correct process and give the most accurate information and best advice every time. That’s a lot easier now we have intelligent routing, call recording and workforce planning in the same solution.”

Melissa Simpson, Chief Customer Officer, Feros Care

Read the customer story

Challenges

Lack of proper reporting
Insufficient workforce management tools
High call wait time and call abandonment rate
Respond to government reform and growing competition

Product

Genesys Cloud

Solutions

+1.888.436.3797

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.