Experts at solving IT issues
With 11 sites and over 200 customers, HELPLINE is the European user experience leader. At the heart of the business is a team of 2,000 skilled technicians that help customers fix IT issues on the spot — via phone, email or chat. More complex issues can involve desktop sharing or a site visit.
All of that was managed using the Genesys PureConnectTM solution, deployed on-premises and neatly integrated with the company’s dashboard reporting tools, IT service management and Active Directory systems.
“We grew from 1,000 to 2,000 agents in four years and are proud to have a 97% client retention rate, one of the best in the industry,” said Lionel Florence, Director Users Digital Journeys at HELPLINE. “We deal with around 30,000 daily inquiries with utmost efficiency. Genesys has been by our side throughout.”
Prepared for anything
Business continuity planning (BCP) is vital to a leading IT services company like HELPLINE, which provides critical support for major public organizations, financial institutions and retailers. Toward the end of 2019, the company put the Genesys Cloud CX platform to the test at one of its sites in Paris.