Lenovo

Creating an exceptional
customer experience with
omnichannel-unified systems

Lenovo Group Ltd. is a Chinese multinational technology company with headquarters in Beijing, China and Morrisville, NC. It is the world’s largest personal computer vendor by unit sales, with annual sales revenue that exceeds $43 billion.

Lenovo operates customer service centers in over 40 countries and more than 40 languages; their 6,000 agents serve both personal consumers and enterprise users. The Genesys Multicloud CXTM solution supports online shopping, product consulting, order processing and payment checking, as well as various hotlines for post-sale services.

In 2007, Lenovo equipped their global contact centers with the Genesys Voice Platform, which integrates TDM with Genesys T-server. In 2014, they upgraded their legacy systems throughout Asia, Europe, North America and South America to Genesys SIP solutions. And, in 2017, Lenovo implemented Genesys solutions to integrate mobile apps and web chat with mobile call back capabilities throughout their facilities in China.

Over the years, Lenovo implemented several Genesys solutions, including callback, IVR mobile engagement and the Gplus Adaptor for Salesforce/SAP CRM. Lenovo also uses Genesys Interactive Insights for reporting the Interaction Workspace for disaster recovery and Genesys Pulse to obtain real time contact center statistics.

Benefits

  • Reduce call traffic
  • Lower call handle time
  • Enable agent skill segmentation
  • Eliminate call abandon and improve agent use
  • Increase voice customer satisfaction rate by 85%
  • Achieve voice SLA of 80% in 60 seconds
  • 98% integration with Salesforce.com

Genesys has made us more efficient with the data that’s being captured. It allows us to do a lot of reporting based on the standard reports. From those reports we are able to automate some of those data feeds into our customer experience dashboard that allows us to understand the customer in all the journeys that will touch Lenovo.

Ronald Mitchell, Director of World Wide Contact Centers, Lenovo

Challenges

  • Complicated multivendor platform integration
  • Need to build omnichannel customer experience to support future development

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