Gaitame.com

Shifting to cloud incites contact center transformation

From the dawn of the foreign exchange (FX) market in Japan, Gaitame.com has led the industry with advanced technology and reliable support. With more than 470,000 clients, Gaitame.com provides an environment in which customers can trade with confidence — and the call center is the one important element of its service.

“FX trading is basically completed online. However, sometimes there are cases where the account is locked, the FX app does not work well or the transaction cannot be done properly. At that time, the call center is the last fort,” said Yasutaka Nakane, Customer Support Office, Senior Vice President at Gaitame.com. “The call center operates 24 hours a day — from 7 AM on Monday to 7 AM on Saturday — so that customers can trade in FX with peace of mind during trading hours. In addition to these factors, it is important for us to flexibly change services as the number of sudden inquiries increases, and continue to provide new services in line with future customer needs. Replacing the call center’s voice infrastructure required a solution that was both stable and promising.”

Gaitame.com decided to shift from its on-premises telephone system with only basic functions to a cloud-based omnichannel contact center solution that has rich functions and can evolve with the company. After evaluating options, Gaitame.com felt the Genesys Cloud™ platform offered extra advantages, such as IT compliance and speed of deployment.

Benefits

  • Migration completed within 2 months
  • Absorbed 6% increase in calls without increasing staff
  • 10% reduction in handle time
  • 100% first call resolution
  • Ability to innovate

Choosing Genesys Cloud was absolutely the right decision. We have realized the services we want to realize. Additionally, we have built a CX platform that can easily add new services in the future.

Yasutaka Nakane, Customer Support Office - Senior Vice President, Gaitame.com

Challenges

  • Improve market reach and attractiveness
  • Simplify and improve service delivery
  • Replace and integrate older systems with separate phone and IVR
  • Change call flow and IVR menu quickly and easily

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