Transforming online education experiences with the Genesys Multicloud CX application

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 Multicloud CX™ application. In addition to being able to scale as needed, VIPKid also experienced improved agent efficiency, reduced call handling time and enhanced customer experience.


  • Improved agent efficiency
  • Reduced average handling 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

Resource thumb vipkid


  • Legacy system couldn’t support fast-pace growth
  • Unstable platform that lacked necessary features

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