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Transforming online education experiences

Online learning company VIPKid needed a contact center solution that could meet its unique needs. Its legacy system lacked functionality and couldn’t support the company’s rapid growth. After implementing Genesys, VIPKid experienced improved agent efficiency, reduced call handle time and enhanced customer experience.

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Improved agent

efficiency

Reduced average

handle time

Enhanced

customer experience

Optimized

resource allocation

We are very satisfied with Genesys and its partners. Better customer experience has also brought new growth in our sales revenue and checkout conversion rate.

Fan Bo

Senior Director Sales and Operations Management Center

VIPKid

VIPKid was founded in 2013 and provides international learning experiences to children in China between the ages of 4 and 12 years old. Headquartered in Beijing with nine offices across the globe, the company offers fully immersive foreign language instruction provided online by highly qualified teachers.

The online learning company contracts with more than 30,000 North American instructors and matches them with around 200,000 primarily Chinese pupils for one-on-one video sessions in English. Additionally, VIPKid allows American teachers to supplement their incomes from halfway around the world.

Faced with a legacy system that lacked functionality and couldn’t support its rapid growth, VIPKid needed a contact center solution that could meet its unique needs. In constant pursuit of innovation, the company ultimately decided to implement the Genesys PureEngage™ on-premises application. In addition to being able to scale as needed, VIPKid also experienced improved agent efficiency, reduced call handle time and enhanced customer experience.

At a glance

Customer: VIPKid

Industry: Education

Location: China

Challenges

  • Legacy system couldn’t support rapid growth
  • Unstable platform lacked necessary features