Optimind Winter

Cloud-based platform eliminates customer experience risk

Rigid, expensive-to-maintain telephony made it hard for Optimind Winter to adapt as customers sought a more convenient, digital and personal experience. Now, with the Genesys Cloud™ platform, the business no longer suffers from IT outages, ensuring calls aren’t missed.

Supervisors manage traffic queues in real time, while agents easily transfer calls or share expertise via chat messaging. Clients spend less time waiting and receive service faster, which has led to a significant reduction in complaints.

The cloud-based platform also enables the company to accelerate innovation as it looks to build a better dashboard to manage KPIs and proactively offer agent assistance when customers visit its website.

Benefits

90% of customer interactions completed within five minutes, compared to 75% previously
100% service uptime, leading to significant reduction in complaints
Greater skill and knowledge-sharing among agents

Challenges

Improve customer experience and satisfaction levels
Create future omnichannel innovation roadmap

Product

Genesys Cloud

Read the customer story

“The nice thing about Genesys Cloud is that it’s intuitive. So, there was no need for intensive agent training or bulky user guides. Everyone quickly adapted to the new tools.”

Thibaud Hagerm, Director of Employee Benefits, Optimind Winter

+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.