A global financial and technology company operating in more than 200 markets worldwide, PayPal is an online payments system offering electronic alternatives to traditional paper methods like checks and money orders. The company enables global commerce, allowing customers to pay and get paid in more than 100 currencies, withdraw funds to their bank accounts in 57 currencies, and hold balances in their PayPal accounts in 26 currencies. In 2015, PayPal supported more than $80 billion in payments per quarter, including nearly 5 billion transactions, 28% of which were completed via mobile. And these numbers continue to grow.
The PayPal motto is “we put people at the center of everything we do.” When issues arise, they know they need to be available to help in whatever channel the customer chooses. To make good on this promise, more than 11,700 PayPal agents, called “teammates,” now use the Genesys Multicloud CX™ platform to service more than 188 million consumers and 13 million merchants around the globe. Genesys provides the flexibility and stability PayPal needs to drive innovation at scale, while creating a frictionless experience to quickly resolve problems.
A flexible platform to keep pace with business growth
In the face of double-digit growth, the proprietary PayPal routing platform had significant scale limitations. Tied to the specific region where the PBX was located, the platform couldn’t support global demand and increasing interaction volumes. In addition, in-house development and maintenance were expensive.
Without advanced skills-based routing, customers could not be efficiently matched to the right teammate and multiple transfers and long hold times frustrated both customers and teammates. PayPal also lacked customer case visibility between front- and back-office activities, as well as key data insights for performance monitoring, reporting and forecasting, which made it hard to service customers effectively and efficiently.
PayPal needed a flexible, scalable platform that would support their business growth, improve business process efficiencies and enable differentiated customer experiences around the world.