Customer stories

Over 96% reductionin queue wait times for clientsReduced wait timeto 11 secondsOver AUD $120,000 annual savingsin operational costsSingle interfacefor call center agents and managersLove, care and exceptional service Anglicare Sydney is a Christian non-profit providing care to older people and services to the vulnerable across a large area of New South Wales, Australia. Anglicare has been serving those in need for more than 160 years, employing 4,000 staff and serving alongside 2,000 volunteers, to share the love of Jesus, enrich lives and strengthen communities. “We strive to make a real and positive difference in the life of each person we serve and exceed their expectations with love, care and exceptional service,” said Roy Hazelwood, Contact Center Manager at Anglicare Sydney. On-premises challenges To support the provision of a diverse range of services to clients across the Diocese of Sydney, Anglicare Sydney had relied on two on-premises contact center platforms. But it faced numerous challenges, including the lack of a consistent view of customer experience, an end-of-life Cisco system with remote work issues, regular Avaya outages and limited reporting. A flexible new platform With these challenges, the team at Anglicare Sydney recognized the need for a new contact center platform that could significantly improve both staff and client experiences. The organization also wanted to find a vendor that could demonstrate a cultural alignment and strong understanding of its objectives. “From the very beginning of this process, we were acutely aware that we would only be successful if we were able to meet both our employee and customer experience objectives,” said Hazelwood. “While the product and implementation were important, for Anglicare Sydney ongoing support was the deciding factor. We wanted a technology partner that would be with us for the long term.” After assessing a range of options on the market, it decided in 2020 to replace one of its legacy platforms with the Genesys Cloud platform. “We initially implemented Genesys Cloud during the COVID-19 pandemic for 20 agents from our customer contact center, our IT service desk, and our customer experience and support services division,” said Hazelwood. “We quickly realized many benefits from the platform and, in 2022, we migrated 70 users from our Anglicare Sydney division onto Genesys.” Both deployments were managed by its technology partner QPC. “Its knowledge of Genesys and experience in the contact center space meant QPC understood our requirements and were able to get us up and running as quickly as possible,” added Hazelwood. Omnichannel experiences enhance care delivery One major benefit has been enabling web chat and SMS to supplement existing voice and email options. This included rapid training of internal service volunteers during pandemic outbreaks. “Due to the user-friendliness of Genesys Cloud, we were able to train our people within two hours and have them up and running almost immediately,” said Hazelwood. Turnkey integrations like Call Journey for sentiment analysis also provide instant customer and employee health checks to guide coaching and service refinements. Meanwhile, community members accessing food and financial assistance can now conveniently input their postcode to get routed directly to the closest Anglicare support center. “This means they no longer need to repeat their need multiple times to different agents and departments, which can often be a stressful experience,” said Hazelwood. Employee empowerment leads to improved satisfaction Alongside elevated external support capabilities, Anglicare Sydney has focused intensely on nurturing its internal culture. “We have worked hard to listen to customers and employees,” said Hazelwood. “The contact center staff’s leadership skills and allowing input into decision making have made a huge difference.” That employee empowerment is paying dividends. A transparent reporting approach encourages dialogue around performance and feeds into staff recognition. Powering integration and performance As well as enabling significant improvements for both agents and clients, the new Genesys platform has allowed the organization to add value with other pre-integrated tools. “We are now leveraging complementary technologies from AppFoundry partners that enable us to improve our customer and employee experiences in tandem,” said Hazelwood. “Post-call surveys provide an instant and reportable health check on client satisfaction and also assist in identifying problem calls that may require coaching or further assistance.” Strong business benefits With all agents now supported by the Genesys platform, Anglicare Sydney is enjoying some significant business benefits. “We can now provide our agents with a single pane of glass, which enables their total focus to be on serving clients,” said Hazelwood. “They can make use of a variety of communications channels including voice, email, SMS and live chat. This is much better than what our legacy platforms were able to deliver.” The intuitive operation of Genesys Cloud also means one manager can cover quality, resource management, technology, system maintenance, architecture, reporting, analysis and testing. It’s also now possible for the Anglicare Sydney team to make changes to the system quickly without the need for third-party assistance. This means the organization can be much more agile and able to respond quickly to client needs. With the efficiencies gained from streamlining its contact center, Anglicare Sydney is saving around AUD $120,000 in annual operational costs, with wait times decreasing by 96% to just 11 seconds. A bright future The organization continues to look at the use and benefits of the feature-rich all-in-one platform, Genesys Cloud. “Genesys has provided us with a powerful and scalable contact center platform that will meet our requirements for many years to come,” concluded Hazelwood.

1,100 agentsempowered to work from anywhereRecruitment strategy expandedacross the UKFour weeksto onboard 175 agentsNo disruptionto billing or revenueCut costswith faster service rolloutAdopting a native cloud approach Arvato CRM Solutions is a trusted partner to the private and public sectors, with expertise in delivering award-winning customer relationship management, business process outsourcing and public sector and citizen services. The business focuses on providing customer service, which is driven by technology and powered by its people. With more than 50 years of experience, it designs and delivers innovative, individual solutions for some of the most respected global consumer brands and UK public sector organizations. UK customer service operations ran successfully on the Genesys PureConnect™ Cloud application for six years. But over time, Arvato wanted to adopt a more agile strategy that enabled quicker onboarding for new clients and a flexible location strategy allowing hybrid or home working for agents. This required cloud solutions, and their contract renewal with Genesys provided the ideal opportunity to evaluate the market. “We wanted to consider the merits of a native cloud solution built from the ground up with an elastic web fabric — and, importantly, what advantages this offered for client onboarding and offboarding, faster service provisioning and flexible home working,” said Steve Miller, Head of IT, Design and Automation at Arvato CRM Solutions. Reaching full workforce mobility After evaluating other solutions, Arvato selected the Genesys Cloud platform. “In the end, it came down to trust,” said Gordon Dalgleish, Head of IT Solutions at Arvato CRM Solutions. “We knew Genesys and were impressed with the product. They introduced us to a brilliant partner, Kerv, who supported us throughout the migration.” As the COVID-19 pandemic and first lockdown hit the UK, call volumes quickly and significantly increased, particularly with Arvato’s public sector and retail customers. Despite this, Arvato made the seamless switch to remote working during this time. “It was simple to reroute traffic and we didn’t have to worry about complexities like quality of service and load balancing,” said Dalgleish. “We made savings by eliminating call diverts, then added chat and email to lower costs further. Now we have 1,100 agents who can multitask and work securely from any location — at home, on our sites or at a client’s office.” Achieving service improvements Back-office migration concerns were quickly dispatched, too. Genesys Cloud was integrated with the company’s previous workforce management system, simplifying tasks like resource forecasting and scheduling. “We have over 100 reports that we rely on to ensure our invoices are accurate and transparent,” added Dalgleish. “Kerv came up with a handy workaround for shifting everything over to Genesys Cloud, so there was zero disruption to client billing and revenue.” Crucially, Arvato can transition or implement new services and react quickly to business opportunities. For example, it onboarded 175 agents for a new client within a short four-week period. Equipped with prebuilt laptops, these agents were trained remotely using Microsoft Teams. Best of all, Arvato is no longer tied by the geography of its sites. “Our recruitment pool is now location agnostic,” said Miller. Other benefits from moving to Genesys Cloud include reduced support effort and lower cost of ownership. “Having a purpose-written cloud native solution designed for use over the internet helped improve system performance,” added Miller. Innovating at a faster pace Arvato regularly develops new solutions such as Automation as a Service, which uses IBM AI-powered bots, Blue Prism and Microsoft Power Automate for robotic process automation. And the Genesys AppFoundry® Marketplace has significantly improved the ability to quickly inter-connect with other platforms. “When invited to bid for new contracts, we’re now able to prototype and develop services quickly as required,” concluded Miller. “Plus, we’re able to scale up and down faster. That’s an incredibly powerful advantage to have, and it’s helping to provide compelling solutions — supporting us to win more business.”

$230,000 savingsin contact center costs12-day reductionin construction lead timesData aggregatedacross 11 systems and 30 event sourcesCustomer experiencesteering committee establishedAbility to quickly demonstrateROI of CX initiativesArvig is an independent US broadband provider specializing in internet, TV, voice, security and wireless services. It also operates a construction and installation arm that deals with underground cabling and utility supplies. To differentiate itself in a competitive industry, the Minnesota-based company wanted to deliver exceptional CX. A major focal point was the Arvig service helpdesk and tech team, which conducts product troubleshooting and repairs, managing up to 40,000 inbound and 20,000 outbound calls a month. Arvig was looking for a solution that could help it improve CX across the entire business — not just single channels or business units. After researching its options, Arvig decided to deploy Pointillist by Genesys. “What stood out about the Genesys solution was the ease in which you could take visualization to actionable insights,” said Elena Weller, Customer Experience Director at Arvig. “We wanted something that was quick, and that was Genesys for us. And we were also able to lean heavily on the technical expertise of Genesys Professional Services to make sure everything was transferred accurately.” Making data-driven decisions Arvig wanted to find a smarter way to use its customer interaction data to prioritize where to best focus its resources and effort. “It’s easy to hear the loudest complainant in the room, but we wanted to make informed data-driven decisions rather than blindly running down rabbit holes,” said Weller. Pointillist enabled Arvig to create a single customer view across all its channels and sources, including its website, email, contact center and CRM system. This gave Arvig visibility into what its customers were really doing and the actual paths that customers take across different channels — not just how they designed the channels to function. Arvig has been able to see how customer behavior impacts its key performance indicators like revenue, lifetime value and churn. “We’re able to visualize where customers originate from when they switch channels, where they go next and why they abandon,” said Weller. “Our management team now have data at their fingertips that they never could have dreamed of five years ago. And our CFO mentions almost weekly how nice it is that Genesys puts information in a format that makes it really actionable. So it’s really a value to our entire organization.” Spotting and fixing suboptimal journeys Much of the business value that Arvig has realized from the solution comes from the analytical work of identifying the root causes of friction points within their customers’ journeys. “When we purchased Pointillist, our goals were around reducing churn, but now we’re looking more holistically at the customer experience,” added Weller. “We no longer have fluffy metrics. We’re able to say, ‘with this initiative, we’re going to increase our customer satisfaction and Net Promoter Scores by x or we’re going to decrease costs by y.’ We couldn’t do that before.” Now, suboptimal customer journeys are far less likely to go unspotted. Installations for new Arvig customers are a prime example. One in five home visits used to require another call or repeat touch from a technician. But by looking at service orders, calls and help ticket data in the Genesys tool, Arvig was able to quickly pinpoint where issues in the customer journey were occurring and address them. Empowering the CX team to act Being able to demonstrate ROI is critical for Arvig, and Pointillist by Genesys helps the company quantify the success of its actions. By first visualizing the impact of proposed changes, the organization has been able to simultaneously save costs and improve efficiency. “We first establish a baseline for whatever we’re going to implement a new journey around,” said Weller. “Once we’ve completed that project, we can see a really concrete ROI at the end.” For instance, by digging into the reasons why customers were calling its contact center, Arvig quickly found that many of its customers’ goals could be achieved through self-service or lower-cost channels. “In the last 12 months, we’ve identified over $230,000 worth of savings from reducing contact center costs,” added Weller. Additionally, Arvig has been able to improve its service installation times. The insight provided by Genesys identified where the bottlenecks were in its installation process and where customers were most likely to reach out with questions. Empowered with this information, Arvig took action by streamlining the process for customers and creating proactive communication at the points in the journey where customers were previously calling in. “For installations requiring construction, we’ve decreased our overall timeline by 12 days,” said Weller. “This is huge when it comes to onboarding new customers and time to revenue.” Enabling journey management across the organization Experimenting with journey analytics led Arvig to create a customer experience steering committee. “It’s been incredibly successful for us,” concluded Weller. “Once a month we meet with directors from across the business to present results, new use cases and action plans we’re working on.”

Improvedcustomer satisfaction Better visibilityinto customer dataReduced callwait timeImprovedagent efficiency Expanded globalcontact center The network marketing disruptor Atomy sells high-quality products at sustainable prices through distribution channels that compete with home shopping networks, department stores and online shops. It’s transforming network marketing by embracing disruptive technologies and driving innovation in its business processes. Founding Chairman Han-Gill Park describes its vision of the consumer-linked network marketing system in simple terms: “Absolute quality, absolute price.” With annual revenues of $1.73 billion and 15 million global customers in 2020, Atomy wanted to streamline and transform its customer experience globally. It plans to expand the business to over 60 countries in the next decade. “Our vision is to make sure that, no matter what country you’re in, you get a consistent high-quality customer experience,” said SungHoon Choi, IT Manager of Atomy. Today, Atomy contact centre callers include two distinct groups: registered sellers and online customers. Queries range from membership-related matters to product delivery and special promotions. Atomy needed to address the way customer enquiries are handled across 18 countries while unifying its disparate data collection. Establishing a solid foundation In its early days, Atomy could manage the needs of its sellers and customers. But, as the company struggled with siloed information, global expansion proved challenging. Each foreign office used a different customer engagement system; some offices had no solution at all. And while data was being collected, its breadth and depth varied by country. Siloed systems made it difficult to measure the customer experience being delivered across the company. Atomy operates through a complex business model where both sellers and customers call into the same contact centre. The company needed to capture a 360-degree view of these interactions. To bridge the gap, Atomy required a global partner with expertise in supplementing an international delivery model. Because its existing platform and processes were inadequate, it needed to set a solid foundation with a flexible contact centre platform that enables future growth. The new contact centre solution also needed to support long-term plans for multiple-language hubs and the ability to scale operations. The network marketing disruptor Atomy sells high-quality products at sustainable prices through distribution channels that compete with home shopping networks, department stores and online shops. It’s transforming network marketing by embracing disruptive technologies and driving innovation in its business processes. Founding Chairman Han-Gill Park describes its vision of the consumer-linked network marketing system in simple terms: “Absolute quality, absolute price.” With annual revenues of $1.73 billion and 15 million global customers in 2020, Atomy wanted to streamline and transform its customer experience globally. It plans to expand the business to over 60 countries in the next decade. “Our vision is to make sure that, no matter what country you’re in, you get a consistent high-quality customer experience,” said SungHoon Choi, IT Manager of Atomy. Today, Atomy contact center callers include two distinct groups: registered sellers and online customers. Queries range from membership-related matters to product delivery and special promotions. Atomy needed to address the way customer inquiries are handled across 18 countries while unifying its disparate data collection. Atomy found the right partner in Genesys with the all-in-one Genesys Cloud platform. “We decided to go with Genesys Cloud because it provides us with a single view of the customer, an elevated level of stability and efficient installation time while being cost-effective, scalable and compatible with third-party applications,” said Choi. “We introduced Genesys Cloud for the efficient collection and usage of different data.” With Genesys Cloud, Atomy successfully moved away from manual data collection across different systems to an automated, singular data collection source. The platform gave Atomy better access to insights on its operational processes and caller analytics. And the cloud-based platform saved Atomy the effort and cost of setting up contact centres at its smaller offices. Optimizing customer and employee journeys When the COVID-19 pandemic struck, Atomy offices in Malaysia and Singapore were faced with sudden lockdown. Employees in these offices needed to work remotely, but the old solution couldn’t support a work-from-home model. Implementing Genesys Cloud addressed this need using a WebRTC softphone. Agents just needed a decent web connection to make and receive calls. “One thing for sure is that when we migrated to the cloud, employees did not feel lost or experience any inconvenience. I believe that in itself is a success,” said Choi. Customers now can choose between voice phone calls and WebRTC, depending on their location. Through WebRTC, a customer can start a call in Singapore through their mobile device and, if the contact centre is occupied, Atomy can redirect those calls to its headquarters in South Korea. This reduces wait time and improves agent efficiency. Atomy is well-positioned for growth with building blocks in place for rapid global expansion. It plans to deploy an artificial intelligence (AI)-powered chatbot to deliver enhanced customer service and gain better visibility into customer journeys. The company envisions a personalised shopping experience that understands the intent of its website visitors. Establishing a solid foundation In its early days, Atomy could manage the needs of its sellers and customers. But, as the company struggled with siloed information, global expansion proved challenging. Each foreign office used a different customer engagement system; some offices had no solution at all. And while data was being collected, its breadth and depth varied by country. Siloed systems made it difficult to measure the customer experience being delivered across the company. Atomy operates through a complex business model where both sellers and customers call into the same contact center. The company needed to capture a 360-degree view of these interactions. To bridge the gap, Atomy required a global partner with expertise in supplementing an international delivery model. Because its existing platform and processes were inadequate, it needed to set a solid foundation with a flexible contact center platform that enables future growth. The new contact center solution also needed to support long-term plans for multiple-language hubs and the ability to scale operations. Atomy found the right partner in Genesys with the all-in-one Genesys Cloud platform. “We decided to go with Genesys Cloud because it provides us with a single view of the customer, an elevated level of stability and efficient installation time while being cost-effective, scalable and compatible with third-party applications,” said Choi. “We introduced Genesys Cloud for the efficient collection and usage of different data.” With Genesys Cloud, Atomy successfully moved away from manual data collection across different systems to an automated, singular data collection source. The platform gave Atomy better access to insights on its operational processes and caller analytics. And the cloud-based platform saved Atomy the effort and cost of setting up contact centers at its smaller offices. Optimizing customer and employee journeys When the COVID-19 pandemic struck, Atomy offices in Malaysia and Singapore were faced with a sudden lockdown. Employees in these offices needed to work remotely, but the old solution couldn’t support a remote working model. Implementing Genesys Cloud addressed this need using a WebRTC softphone. Agents just needed a decent web connection to make and receive calls. “One thing for sure is that when we migrated to the cloud, employees did not feel lost or experience any inconvenience,” said Choi. “I believe that in itself is a success.” Customers now can choose between voice phone calls and WebRTC, depending on their location. Through WebRTC, a customer can start a call in Singapore through their mobile device and, if the contact center is occupied, Atomy can redirect those calls to its headquarters in South Korea. This reduces wait time and improves agent efficiency. Atomy is well positioned for growth, with building blocks in place for rapid global expansion. It plans to deploy an artificial intelligence (AI)-powered chatbot to deliver enhanced customer service and gain better visibility into customer journeys. The company envisions a personalized shopping experience that understands the intent of its website visitors.

$85,000 saved annuallyon hardware and maintenance20-minute training sessionsSeveral systemsretiredSelf-implementedcloud migrationSuperior customer servicewith significantly less effortBetter dataand decision-makingOnline vehicle buying leader The UK’s biggest digital automotive marketplace, Auto Trader brings together the largest and most engaged consumer audience with the largest pool of private vehicle sellers and car dealerships. Together, cross-platform visits total about 80 million per year while 75% of all minutes spent on automotive sites are spent on Auto Trader. “As a business, we’ve been undergoing a major cloud transformation,” said Mike Braid, Head of Enterprise IT for Auto Trader. “Our end goal was to move the entire buying journey online — from arranging adverts, part-exchange options and finance quotes to vehicle delivery to the door and contract-end balloon payments.” Escaping legacy IT silos Delivering that vision meant breaking free of disparate customer service operations running on legacy technology. Spanning two UK contact centers, one a recent acquisition, this fragmented IT environment included standalone products such as Avaya Aura, Horizon, NICE call recording, workforce management and various other solutions. As a result, customers received a disjointed experience, while 300 agents struggled to keep up with over 60,000 monthly inbound and outbound calls. Likewise, supervisors could not get a full 360-degree customer view and lacked effective real-time data and reporting tools. Careful cloud considerations After carefully evaluating offers from NICE, 8×8, Amazon Connect, and RingCentral, Auto Trader opted for the Genesys Cloud AI-Powered Experience Orchestration platform. “Genesys had everything we needed in one proven solution with the ability to quickly flex and enable/disable additional feature sets and partner integrations with ease,” said Adrian Bradshaw, Senior Enterprise Engineer at Auto Trader. “We also liked the fact that Genesys had an online community where people could post ideas which would be considered and noted for future product development.” Over the next six months — the final three of which saw the UK thrown into lockdown-enforced remote working due to the pandemic — the company’s IT team handled the entire contact center migration. “We soon got to grips with the platform, building call flows, replacing handsets for softphones and system testing,” added Bradshaw. “We adopted a ‘train the trainer’ approach, which minimized disruption running 20-minute remote coaching sessions with users before going live a couple of days later.” Enhanced customer, agent and IT experience Auto Trader has successfully elevated its customer care and service levels on numerous fronts. Requests for advertising packages, password resets and other seller inquiries are processed more efficiently by the consumer team. And on the retail side, agents engage better with vehicle dealers and manufacturers, increasing advert counts, promoting new products and deepening relationships. One of the biggest changes was moving from transaction processing to business logic — an initiative assisted by integrating Genesys Cloud with the company’s data lake for improved decision-making. “Our business analysts have better data and reports than ever,” said Braid. “We’re now able to see the impact of price changes and sales campaigns on our bottom line, which we couldn’t before.” Boundless possibilities and budget savings Not content with replacing clunky on-premises systems and going to the cloud, the IT team went several steps further, enhancing customer service with pre-integrated solutions found in the Genesys AppFoundry® Marketplace. “We previously used an automated pause-and-resume desktop agent for secure payments,” said Tim Speakman, Technical Support Engineer at Auto Trader. “PCI Pal has been a huge win, eliminating lots of fixing and network segregation, and reducing our compliance scope. We’ve also integrated Zendesk for IT ticketing and PureInsights for repackaging of Genesys Cloud data and transcriptions, again significantly reducing effort.” The company retired several solutions. Previously, it spent around $370,000 every three years on new hardware, with a similar amount on support and running costs. “With Genesys weekly feature releases, we spend less time on software and security patching, compared to our old Avaya on-premises system. All together that has saved us around $85,000 a year,” concluded Braid.

Easy scalabilityat any timeUnified platformfor all agentsUtmost reliability,supporting multiple processesRemote workingcapabilityNew designs and developmentswith minimal effortB&O Service is part of the B&O Group, which has its origins in roof and facade renovation. Today, B&O Service specializes in the maintenance and modernization of housing, making it one of the most important players in the German housing industry and the market leader in technical services. As a full-service provider, B&O Service handles all technical services, from the general maintenance to modernization and damage repair of rental apartments. B&O Service currently provides these services for more than 600,000 residential units for private and municipal housing companies throughout Germany and carries out around one million repairs per year. This high number of projects can only be managed because the company cooperates with almost 2,000 specialized contractors in addition to its own 1,000 craftsmen. Tenants of B&O Service can call the service center 24 hours a day, 365 days a year to report damage to their homes. To ensure the highest level of service stability, B&O Service uses the Genesys Cloud platform. The leaks of a legacy solution Since 2006, B&O Service has been handling claims through its own customer center. Many customers report non-functioning garage doors, defunct heating systems, dripping faucets and other unpleasant issues that need to be handled in a timely manner. Unfortunately, its legacy contact center solution was neither up to date nor able to keep up with the dynamic developments of the sector, which forced B&O Service to invest in a new contact center solution. “In light of current market conditions, our old on-premises deployment simply proved too costly,” said Christoph Otto, Head of IT Infrastructure and Service at B&O Service. “It was also based on outdated ISDN technology, which couldn’t support additional functionality.” Another driving force behind the move was the old system’s lack of scalability. There was simply no way to increase queue capacity without considerable expenses. And call center managers had to facilitate the shift to remote working. “We desperately wanted to find a solution that would enable our agents to work from home,” said Otto. “Nowadays, this is considered standard.” A fast decision with a clear winner After a short evaluation period, B&O Service chose the Genesys Cloud platform. And current developments prove the company’s decision was the right move. When the housing industry is impacted by unforeseeable events like the energy crisis, the service center hub must run just as well as it does on days with low call volumes. “We can be contacted 24/7,” said Gert Acker, the Project Manager at B&O Service overseeing implementation of the new solution. “There should be no issues caused by unpredictable spikes or expected rises in call volumes due to factors like the utility usage due to changing seasons.” With the majority of its interactions originating over the inbound voice channel, B&O Service needed strong voice routing capabilities. “In light of this, a completely reliable inbound channel was our highest priority in the decision process,” said Acker. The number of outbound phone interactions — such as agents contacting tenants or assigning tasks to contractors — constitutes a significant volume. Additionally, B&O Service uses SMS functions to send confirmations and feedback messages to its clients. Agents now have access to a planning tool that enables them to assign tasks to maintenance groups, arrange appointments with clients and organize individual messages. For example, they can specify whether reported “water damage” is caused by a burst pipe or a smaller defect that merely requires simple maintenance work. As a result, each incoming call to the B&O Service hotline can be rapidly assessed and routed to first-, second- or third-level support agents based on clear guidelines. “Is the issue not that urgent or is it necessary to quickly book a mechanic?” said Acker. “How should it be categorized, and which maintenance group is responsible? And finally, the availability calendar is also an important part of these processes that must run perfectly at all times.” Continuous process optimization Genesys Cloud meets all these requirements. The cloud-based solution serves as a unified platform for all B&O Service agents and enables them to route calls to other teams if necessary. And the technically savvy B&O Service staff members make great use of Genesys Cloud Architect. B&O Service is now able to develop customer-specific functions that can easily be integrated into the standardized workflows. So, it’s possible to implement dedicated prompts or service hours. Genesys Cloud also played an important role when B&O Service agents switched to remote work during the pandemic. “The pandemic posed no challenge whatsoever,” said Otto. “Even newly recruited employees transitioned smoothly because the platform is very intuitive, and its use therefore only requires minimal training. Thanks to the workforce training provided by Genesys partner Deliberate, we are able to quickly develop and adapt functions as needed.” As a result, agents benefit from streamlined processes with consistent stability and reliability, and the new contact center is better able to cope with higher demand. B&O Service can scale at any time without switching contracts. B&O Service now has a clear vision for the future of its new contact center. Managers plan to gradually increase the number of available channels and are currently evaluating use cases for bots. “For our business, switching to Genesys Cloud was absolutely the best decision,” concluded Otto.

Over 143,000 successful video calls made in 202380% average effectiveness rate for video calls79 average NPS and 85% FCR for video calls in Costa RicaImprovedcustomer experienceReal-time customer insightsfor better personalizationBAC is an organization with over 70 years of experience offering financial products and services to 4.9 million customers, served by over 20,000 employees throughout Central America. The strategy of Net Positive (economic, environmental and social) drives BAC in generating prosperity in the communities it serves. In this context, BAC is constantly seeking innovation to create differentiated experiences for its customers through service channels. To achieve this, it has relied on cutting-edge Genesys Cloud technology, adopting customer relationship management tools that promote digitization through channels such as video calls and bots. BAC is an organization with over 70 years of experience offering financial products and services to 4.9 million customers, served by over 20,000 employees throughout Central America. BAC strives to become a Net Positive bank, thus not only maximizing economic value but also creating environmental and social value. In this context, BAC is constantly seeking innovation to create differentiated experiences for its customers through service channels. To achieve this, it has relied on cutting-edge Genesys Cloud technology, adopting customer relationship management tools that promote digitization through channels such as video calls and bots. Moving toward a “pura vida” experience For several years, customer-centricity has been the bank’s primary focus — it has placed the customer at the center of everything it does. Its pursuit of excellence has led to a “pure vida” or “life-centered” approach, aspiring to be present in the most important moments of its clients’ lives and to facilitate management for the bank’s employees. “Customer experience is very important to BAC, but we don’t stop there,” said Cinthya Moreno Gómez, Corporate Director of Channels and Experience at BAC. “We are life-centered and understand that both our customers and BAC employees are unique, and we must add significant value to their lives.” This has been a mission the bank has worked on over the years with some challenges along the way: on-premises infrastructure, disconnected service teams and a high degree of manual work in operational tasks in its contact centers, among others. Moving toward a life-centered experience For several years, customer-centricity has been the bank’s primary focus — it has placed the customer at the center of everything it does. Its pursuit of excellence has led to a “life-centered” approach, aspiring to be present in the most important moments of its clients’ lives and to facilitate management for the bank’s employees. “Customer experience is very important to BAC, but we don’t stop there,” said Cinthya Moreno Gómez, Service Channels Corporate Director at BAC. “We are life-centered and understand that both our customers and BAC employees are unique, and we must add significant value to their lives.” This has been a mission the bank has worked on over the years with some challenges along the way: on-premises infrastructure, disconnected service teams and a high degree of manual work in operational tasks in its contact centers, among others. Seeking to address these challenges and always aiming to be at the forefront, BAC found that Genesys Cloud provided stability, reliability and a secure cloud environment for the bank’s critical operations. Greater efficiency with digital channels Once the Genesys Cloud platform was implemented, BAC was able to improve its customer experience, increase its productivity, generate new revenue and reduce costs. Genesys technology allowed the company to face the challenges of the pandemic by launching the video call channel within a few short weeks. BAC implemented video calling for both inbound and outbound communication through VideoEngager. This transition from physical branches to video calls not only reduced costs but also increased customer satisfaction. Additionally, the use of bots integrated with CRM systems allowed for better customer identification and segmentation, improving service efficiency and reducing its call center volume. The transformation also benefited employees by streamlining processes, enhancing operational efficiency and providing real-time customer insights for more personalized service. The results speak for themselves. In 2023 alone, BAC successfully conducted over 143,000 video calls across Guatemala, Honduras, El Salvador, Nicaragua, Costa Rica and Panama, achieving an average effectiveness rate of 80%. Specifically, in Costa Rica, video calling boasted an average Net Promoter Score (NPS) of 79 and a first-call resolution (FCR) rate of 85%. Additionally, more than 6,000 products were placed through these calls, with an average closing rate of 11%. The results speak for themselves. In 2023 alone, BAC successfully conducted over 143,000 video calls across Guatemala, Honduras, El Salvador, Nicaragua, Costa Rica and Panama, achieving an average effectiveness rate of 80%. Specifically, in Costa Rica, video calling boasted an average Net Promoter Score (NPS) of 79 and a first-call resolution (FCR) rate of 85%. Additionally, more than 6,000 products were placed through these calls, with an average closing rate of 11%. The future BAC envisions a landscape where the customer is at the heart of the entire operation, regardless of the contact channel they use. The key is to understand their needs and deliver exceptional service. BAC is confident that partnering with Genesys and implementing artificial intelligence tools will help them fulfill its vision. “Looking ahead with Genesys, our goal is to use new technologies to make interactions seamless,” said Gómez. “The priority is for conversations and interactions with customers to be meaningful both in the voice and digital channels. With the support of platforms like Genesys [Cloud], we have the ability to create relevant and effortless experiences.” The future BAC envisions a landscape where the customer is at the heart of the entire operation, regardless of the contact channel they use. The key is to understand their needs and deliver exceptional service. BAC is confident that partnering with Genesys and implementing artificial intelligence tools will help them fulfill its vision. “Looking ahead with Genesys, our goal is to use new technologies to make interactions seamless,” said Gómez. “The priority is for conversations and interactions with customers to be meaningful both in the voice and digital channels. With the support of platforms like Genesys [Cloud], we have the ability to create relevant and effortless experiences.”

Omnichannelchatbot implemented70,000 averagemonthly chatbot sessionsOnly 3% of interactionsfrom chatbot forwarded to agents97% customer satisfactionon chatbot interactions82% of contactshandled within 20 secondsFounded on service and technology Banco Bolivariano, based in Guayaquil, Ecuador, is one of that country’s leading financial institutions. For 41 years, its focus has been meeting the demands of its customers, which means implementing the best practices of its market and industry. Its contact center has played a key role in this customer-centric strategy for more than 20 years. Banco Bolivariano adopted its first Genesys solution in 2006, when the challenge was integrating disparate solutions into a single platform. The innovation continued in 2013 when the bank worked with Genesys and its partner Hightelecom to migrate from TDM to SIP. Giving customers omnichannel service With an increase in recurring queries for information available on its website, in its branches and on digital channels, Banco Bolivariano identified a growing need: allowing customers to get this information from wherever they are — quickly and easily. “Our search was focused on offering our clients an omnichannel service — differentiated, simple, agile and decisive — when the client requires it and through the channels of habitual use,” said Karina Armijos Estrada, Physical Channel Manager at Banco Bolivariano. When the customer service team analyzed the chatbots of competitors in Ecuador and surrounding countries, it found the bots didn’t offer omnichannel capabilities. The chatbots couldn’t forward an interaction to an agent, either. During its vendor evaluation process, Banco Bolivariano made one requirement very clear: If the virtual agent forwarded a call or chat interaction, it must provide an agent with the full content of that conversation. This need for a transparent context proved to be a challenge for vendors. Aivo understood the requirement and, with its partner Hightelecom, solved it using Genesys. Rising chatbot interactions — and popularity The chatbot, Avi24, went live in 2018 on two channels: Facebook Messenger and the bank’s website. WhatsApp was added in the second phase, which launched in 2019. Phase 2 also included integrations that enabled self-service to debit and credit cards, as well as checking account inquiries. Quickly, interactions grew until the bot became the most bank’s frequently used communications tool. Today, the bot helps consumers with a wide variety of routine requests. When a customer makes an inquiry involving sensitive information, they must register, accept terms and conditions and complete an authentication using a temporary code. If Avi24 doesn’t recognize a question or the way in which it’s asked, the interaction is forwarded to an agent via chat or call — the customer chooses the channel. An agent gains the entire context of the conversation leading up to the hand-off. “The way Genesys managed this project was very helpful and responsive. It allowed us to make a series of complex integrations, and their team was always very eager to help us to reach this omnichannel integrated contact center, which is what we were looking for,” said Elsy Mora Morales, Head of Contact Center at Banco Bolivariano. Impacting satisfaction and service standards When Avi24 became available on WhatsApp, the messaging app became one of the bank’s most used channels. Today, 28% of Banco Bolivariano customers regularly use WhatsApp for their banking interactions. The chatbot now averages 70,000 monthly sessions, with only 3% of interactions forwarded to agents. In these cases, the Bank achieves 97% customer satisfaction — confirming its bot integration strategy. Banco Bolivariano has also dramatically improved its speed of service. Before Avi24, its contact center handled 65% of interactions within 20 seconds. Once the virtual assistant was deployed, this improved to 82% — with the same number of agents and an even larger customer base. “Avi24 has become one of the main icons of the bank. The integration with the advisor has been well received — the ease with which the customer can write or call us wherever they are,” said Mora Morales. “It was really hard work, but it turned out the way we wanted,” said Marlene Burbano Sotomayor, Supervisor Inbound Contact Center at Banco Bolivariano. “Customer satisfaction is priceless to us; it is what gives meaning to the work we do every day.”

100% remoteoperations during COVID-19Lower than 14%transfer rate through Aivo Agentbot useFirst bankin Ecuador to develop a cloud contact centerExpanded useof digital channelsA bank focused on progress Banco Solidario was established in 2013 in a merger with Unibanco; both companies had spent nearly two decades providing credit to economically vulnerable people. Today, the bank focuses on providing services to microbusinesses, a vitally important segment for social progress that’s been neglected by traditional banking. As the first bank in Latin America to specialize in microcredit with 100% private capital, Banco Solidario is exclusively dedicated to this form of financial operation. To date, it has supported the growth and development of 580,000 small entrepreneurs and disbursed more than $11 million in microloans. Searching for an omnichannel platform Banco Solidario is known for its innovative risk assessment and management practices. And its contact center is critical to support its massive credit placement model, which includes sales and collections channels. Until 2019, the financial institution’s call center was based on an on-premises, internally developed solution. But it became increasingly difficult to keep up with complex and changing customer needs. “When we saw the need to add more channels, we started the search for a versatile platform with the capacity to manage the omnichannel ecosystem,” said Damián Cruz, Digital Channel Consultant at Banco Solidario. Achieving digital transformation in the cloud To better serve its customers, Banco Solidario needed a digital transformation. The IT team analyzed available solutions and, after a demanding selection process, chose the Genesys Cloud platform. This move made it the first bank in Ecuador to have a cloud contact center solution. “I won’t lie. At first, we were a little afraid of how safe and efficient it could be to have resources in the cloud. But after a year, we are convinced that choosing Genesys Cloud was the right way to go,” said Cruz. With the new solution, the bank could organize, monitor and manage the growing volume of interactions in mobile digital channels. And Banco Solidario was able to offer customers the same personalized treatment they receive in physical branches — a key to the bank’s success. Today, Genesys Cloud orchestrates all the bank’s customer service channels: voice, email, chat and an artificial intelligence (AI)-powered bot. “The truth is that we have taken a burden off our IT team and transferred it to Genesys and its partner Seteinfo,” added Cruz. Building a smart bot and delivering empathy Implementing a virtual assistant named Marisol was a new experience for Banco Solidario. Cruz’s team knew that the quality of Marisol’s knowledge base was critical in achieving mass adoption of the Aivo bot. Part of its strategy was to use call center recordings to grow the knowledge base. In addition, the team developed a set of intermediate services so the bot — present on the web and WhatsApp — could consume these services in a timely manner. Information from the bot is always encrypted and sensitive data is masked on screen. The customer only accesses the information if they pass an authentication process, which consists of sending a one-time password to their devices. At first, Marisol’s transfers to contact center operators reached 35%. But after improving integration and refining the knowledge base, Banco Solidario lowered the transfer rate to 20%. And in the last quarter of 2020, it lowered this rate further. “Of all the people who consult Marisol, only 14% need to be transferred to an agent. As for the rest, we are providing an effective solution in the same channel, in the same session, which for us is a success story,” said Cruz. Responding to a health crisis For many companies, the COVID-19 pandemic drove digital transformation. But because Banco Solidario was running a pilot project to test remote work on Genesys Cloud, it guaranteed business continuity when the health crisis occurred. And Banco Solidario used digital channels intensively in 2020. For example, the daily contact volume of Marisol tripled, compared to pre-pandemic use. Customers who could no longer visit physical branches soon discovered the bank had opened new channels to serve them with equal quality. “We didn’t do this to be fashionable, nor did we do it for savings or to improve response times. We believe in digital transformation where people’s satisfaction is the central axis of change. That’s why the innovation we introduced with Genesys Cloud is here to stay,” concluded Cruz. And Banco Solidario used digital channels intensively in 2020. For example, the daily contact volume of Marisol tripled, compared to pre-pandemic use. Customers who could no longer visit physical branches soon discovered the bank had opened new channels to serve them with equal quality. “We didn’t do this to be fashionable, nor did we do it for savings or to improve response times. We believe in digital transformation where people’s satisfaction is the central axis of change. That’s why the innovation we introduced with Genesys Cloud is here to stay,” concluded Cruz.

125% increasein NPS70%FCR20% increasein service level20-second dropin AHT92% of interactionsresolved through IVRImprovedagent productivityChile’s largest bank BancoEstado is the only public bank in Chile. Founded in 1855, it operates the largest in-person and virtual customer service network in the nation. The bank serves more than 14 million customers — 72% of the Chilean population. This is the highest banking penetration in Latin America. But the bank’s social impact goes deeper. BancoEstado provides products specially designed to expand banking access to underprivileged Chileans. And by locating its contact center in the city of Lota, it carried out an inclusive social project. The contact center was created in 2002 as part of a local mining project. Today, the contact center is the largest and most important source of employment for this community. It has 1,300 employees, of whom 85% are women. “One of the ways to support labor reconversion was to install a contact center built from scratch in a new building, the largest and most modern one in Lota,” said Ángela Molina Carvajal, Head of Channel Quality Management at BancoEstado. “The initiative created 1,300 jobs, something that greatly helps the community.” Today, the Lota contact center is one of the busiest in Chile — managing all types of inquiries, including customer service, collections and outbound commercial campaigns, among others. The contact center’s average volume is 8 million calls per month; however, most incoming calls are resolved through the IVR with 8% or 660,000 calls handled by live agents. Self-service allows BancoEstado to meet the daily demand of customers at the appropriate time and opportunity. Leading through the pandemic BancoEstado customers are accustomed to going to the nearest branch or calling the contact center if they have any questions. When the pandemic broke out, the government ordered a lockdown in March 2020. It also implemented a health contingency plan, in which in-person visits to the bank’s branches where restricted. The bank looked for solutions and decided teleworking would enable the best service to customers. But the contact center didn’t have the technical capability to enable teleworking. As a result, it was operating at half capacity to meet social distancing protocols, which impacted the quality of customer attention and satisfaction. Today, after using a Genesys solution to make teleworking more feasible, the contact center distributes 33% of its operations among other branches in the country. As a result, 340 people, mainly located in the Valparaíso, Santiago Metropolitan, and Aracaunía regions, are connected — allowing them to remotely attend to clients’ requests. “We were not living up to what is expected of us or what we ourselves expect,” said Luis Chávez Tuesta, Head of Software and Product Development at BancoEstado. His mission was to lead the team that moved the contact center to the cloud. As BancoEstado looked to build on its previous Genesys Engage solution, the migration marked a new chapter where the bank evaluated various vendors. “At BancoEstado, for each initiative we look for partners who can help us provide the best service to customers,” said Chávez Tuesta. In its search to find a partner who could help them orchestrate the best customer experiences, BancoEstado chose the Genesys Cloud platform due to the support of Genesys Professional Services, which provided abundant technical documentation, and the platform’s native integration with existing third-party products. A fast, incremental approach to the cloud The BancoEstado cloud migration involved not only a change of technology, but also careful implementation of a new management model, in which the company’s IT team implements and manages technologies with the help of Genesys and other partners. The bank opted for a gradual change to minimize errors that can arise in a technology transformation. “We didn’t want to make a big-bang kind of change, because that would inevitably lead to errors,” said Chávez Tuesta. “It had to be interactive and gradual. Considering the results, I think this approach, with the help of Genesys, was very successful.” The phased transition began with attention to their phone line to address customer banking emergencies; everyone involved was highly motivated from the beginning. It was an intensive process in which BancoEstado used the technical documentation from Genesys to carefully understand the new customer service model that included everything from the simplest services to the most complex ones. “The move was very fast,” said Molina Carvajal. “Initially, we thought the implementation was going to be very difficult, but with a synchronized team effort from the bank and Genesys, we did it in two and a half months, with more than 70% of our services live and running.” Enabling customer visibility and remote working Before the pandemic, contact center applications weren’t connected to other IT systems within the bank. Agents received calls and logged them in their own application, and other banking teams had no visibility into what was happening. “When we integrated our Genesys solution with Salesforce, we got a 360-degree view of the customer,” said Molina Carvajal. “This was a huge gain. It let us apply the concept of ‘I know my customer,’ which is fundamental.” At the same time, the IT team led by Chávez Tuesta integrated the Genesys solution with the bank’s legacy systems by developing a connector in Amazon Web Services (AWS). Along with helping BancoEstado integrate various systems, the Genesys cloud solution allowed it to automate important processes. And having fully trained teams and leaders at the call center, the bank reduced its average monthly contacts by 10% — about 100,000 fewer calls — allowing it to better serve customers. BancoEstado was also able to delocalize 300 of its 1,400 agents, allowing it to meet social distancing requirements in the contact center. Through a mix of remote and on-site work, it was able to retain its original pre-crisis staff, with no reductions. Through hard work, the call center also improved agent shift adherence with Genesys Cloud Workforce Engagement Management. This capability simplified workforce planning and scheduling, providing BancoEstado data on what times were most productive, improving and optimizing its customer service time and attention. “Genesys Cloud allows us to do all of our management ourselves, because the systems our agents use have a simple and intuitive format,” said Luis Iturrieta Muñoz, Operations Manager of the 24-hour contact service at BancoEstado. “This lets us reduce management times and avoid having to resort to costly solutions. It also makes the agent training process very simple and user-friendly, allowing agents to learn to use the system in a matter of minutes.” Improving contact center KPIs After using Genesys Cloud for a few months, BancoEstado saw the success of its IT strategy in dramatic improvements of its main contact center KPIs. Service levels reached 90%, an improvement of more than 20 points. FCR reached 70%. And AHT went from 270 to 250 seconds, a 7% drop. Perhaps the greatest achievement was an improvement in customer satisfaction. The bank’s NPS more than doubled — from 24 to 54. “One of the significant milestones of our migration to Genesys Cloud relates to the large amount of information provided by the system,” concluded Iturrieta Muñoz. “This lets us control all variables in a single tool, which helps us make decisions, in advance and with great accuracy. Before the migration, we had to resort to several different tools to obtain key service data, and we couldn’t get that data in real time. This changed significantly after the migration and allowed us to improve our reaction times to everyday challenges.”

34% increase in seatswhile unifying two contact centers Served 47%more customers 20% reduction in queue times 10% decreasein call abandonment 10-second dropin average handle timeEnabled remote workforcein three daysGetting closer to customer journeys A growing retail and corporate market presence, supported by a flourishing base of small businesses and sole traders, makes Bank Millennium one of Poland’s largest banks. Multichannel services gave customers the freedom to transact at the branch, over the phone, via the website or through the mobile app. However, over time, the strain of managing those separate channels took its toll. Even basic tasks, like making IVR or routing changes, took ages. With costs spiraling and the business reliant on a limited legacy on-premises telephony system, it was time for a change. “We had to get a closer understanding of customer journeys and reduce effort for supervisors, agents and the IT team,” said Krzysztof Ciąpała, Contact Center Development Manager at Bank Millennium. “And we knew that meant upgrading to a proven omnichannel solution.” Merger announcement raised the stakes The decision to invest in a system upgrade wasn’t taken lightly. “We needed to be completely sure,” said Tomasz Grązka, Head of IT at Bank Millennium. After two years of discussions and extensive reviews involving many stakeholders, a successful proof of concept sealed the choice of the Genesys Engage™ solution. During the first phase of the inbound and outbound migration, it was announced the company would merge with Eurobank. Suddenly, Ciąpała and Grązka had an even bigger project ahead of them — consolidate people, processes and technology from both companies’ contact centers. “Fortunately, we found Eurobank was another Genesys customer,” said Grązka. “It was a tremendous team effort. We rose to every challenge and solved every problem together.” Flying start with more to come Before, Bank Millennium had around 450 agents supported by five siloed systems. Post-merger, the bank is on the path to unify its contact center operations, supplemented by another 150 advisors (from 450 to 600) serving around 2.5 million customers. Together, they handle about 300,000 calls a month. For certain areas, such as mortgages, all communications are managed by one group of product experts while others, like outbound sales and collections, can involve various advisors. “Genesys Engage enabled us to take the merger in stride, adding 34% more seats and meeting a 47% increase in clients with consistently good service throughout,” said Grązka. “We simply couldn’t have done that with our legacy on-prem system.” In recognition of those achievements, the bank won “Most Reliable Financial Institution.” Results to date include 20% shorter queue times, 10% fewer abandoned calls and a 10-second drop in average handle time. Add to this time and money savings from decommissioned infrastructure, and the migration is already showing a return on the investment. That ROI figure will only grow as the bank launches integrated workforce management and co-browsing tools — two other unobtainable goals with previous legacy technology. It will also migrate email and chat communications onto the Genesys solution. Fast-forward onto the frontline Two weeks after deployment, just when the project team thought there couldn’t be any more surprises, the COVID-19 pandemic engulfed the world. Normal call volumes swelled, with vulnerable customers inquiring about loan and mortgage repayment holidays, for example. “We began our Pandemic 2020 project to get our agents working from home,” concluded Ciąpała. “Our old system had no remote worker options but, with Genesys, in just three days, we had built the necessary infrastructure. And we’re already beginning to talk about the implementation of voicebots.”

Fourfold increasein overdue account collection20–40% increasein contact rate20% increasein agent availability35% first-contact resolutionEnhancedagent productivitySeeking financial and digital expansion Since its founding two years ago, Bankaya has grown into a leading Mexican financial services company. It has innovated its business model to sell home appliances and cell phones through credit in 330 brick-and-mortar stores. It recently implemented a “buy now, pay later” platform that allows customers to get installment credit through the Bankaya app and in the physical stores — avoiding the costs associated with collection employees. But the growing customer base resulting from this new collection strategy presented a challenge for Bankaya: establishing a solid collection strategy and finding a new contact center solution that would allow them to overcome the limitations in telephony, along with the difficulty in uploading outbound campaigns and the lack of customer visibility throughout their journey with the provider they had. Choosing the right partner After a competitive cost analysis, Bankaya decided to deploy the Genesys Cloud solution provided by Crossnet, a leading Genesys partner, in its collections department. “I had meetings with other omnichannel platform vendors, but I chose Genesys because of the costs,” added Soria. “It adapted to my needs, while providing significant cost savings.” With Genesys, 14 agents can now handle customer requests effectively through inbound/outbound voice and email channels. Genesys capabilities have enabled Bankaya to track its response times, contact attempts, multiple dialing, collection of overdue payments and agent productivity. A seamless migration The company opted for a gradual migration path to minimize technical errors, while also integrating its database and dashboard reporting capabilities to achieve complete visibility of the customer journey. “We were up and running in less than a month,” said Soria. “The Crossnet team provided invaluable support, and we were there to see how the process evolved as well as any potential issues that could arise.” Bankaya was able to quickly integrate new functionalities, such as Genesys Workforce Engagement Management. “In terms of agent training, it’s a user-friendly and easy-to-navigate tool,” said Soria. “It took us a little longer, between a month and a half and two months, to work out administrative issues, such as implementing campaigns and solving supervision issues.” Outbound: The key to better service Genesys Cloud has automated several important processes and flows at Bankaya — driving customer service and agent productivity. By training leaders and agents, the contact center collections unit has increased the contact rate by 20%–40%, while achieving a fourfold increase in the collection of overdue accounts with the same number of agents. “In the past, we couldn’t contact the entire customer base with our existing agents because we relied heavily on manual dialing,” concluded Soria. “Today, we can contact our full collections portfolio two-and-a-half times on average.” Additionally, contact center availability improved by 20% thanks to Genesys Cloud Workforce Engagement Management. Experimentation, integration and expansion The results obtained so far are very positive, and Bankaya expects to continue growing this year by undertaking a complete restructuring of its collection organization. This will increase the number of agents and supervisors to a total of 20–22 positions. In addition, Bankaya is planning to conduct a voice experiment with a preventive collection management system. It’s also working on integrating WhatsApp Business to expand its market presence.

Resolved 80% of queriesthrough AI voice response system10-second reductionin AHTReduced wait timefor customersImproved personalized serviceto customerInvestment in progressive digital solutions BARMER provides insurance for more than 9 million customers and has a total budget of 39.2 billion euros, making it one of the top companies in the German health insurance market. Despite its size, one of the insurer’s key aims has always been to personalize its service as much as possible. In order to achieve this goal, the company operates approximately 400 branches across Germany and invests heavily in progressive digital solutions that benefit the company, employees and customers alike. One of these is a “teledoctor” app that allows customers to consult a physician from their smartphone and receive medical advice anywhere via a 24-hour telephone hotline or an online consultation. Maintaining such close contact with its customers required BARMER to employ enough staff to be available throughout Germany, at any time of day, 365 days a year, free of charge. BARMER invested a great deal in this service, to ensure that calls are taken by social insurance professionals and queries are answered immediately. Real omnichannel with expanded voice recognition In order to manage the high call volume, the insurer created a telephone branch years ago and has been expanding it ever since. It now processes over one million calls per month. Its more than 1,000 employees proved extremely capable from the start; shortly after the system was implemented, they were successfully resolving 80% of queries and only forwarding 20% to a team of specialists. From the outset, customers were also able to choose their preferred channel of contact. For example, BARMER employed around 30 agents to deal exclusively with the online chat. However, the company wanted to offer its customers an even better service. So, they joined forces with atip and Genesys to realize an innovative new speech recognition system. “And it delivered everything we had expected,” said Jörg Kaiser, Head of Call Centers at BARMER. To achieve this result, a great deal of attention to detail was incorporated right from the initial planning stage. As a result, the system recognizes and categorizes the caller’s query or problem from his or her very first words. While in the past, this would have taken up at least 30 seconds of the agent’s time, the process is now fully automated and thus much more efficient — especially since the system only transfers calls once it has fully identified the caller, their reason for calling and the appropriate team for the job. A solution designed to enhance the customer’s experience The key to this automation lies in the fundamental design of the IVR. First, BARMER went through an intense phase of pre-testing in order to find the best voice for its digital assistant. The aim was for the assistant to convince even those customers who were a little reluctant to use an automated service with a polite, professional and clear manner. Among other things, the tests found that most callers prefer a male voice. “Our partner atip put its linguists on the job and also developed a persona concept together with BARMER for the system, so that we could make the service as pleasant as possible for our customers,” said Kaiser. The second key design element is the functionality of the IVR. This is where every detail can make a big difference. Asking callers for their health insurance number can give rise to several challenges, for example. Some BARMER customers read the whole ID as one long number, others break it down into blocks of two- or three-digit numbers and some pronounce each digit individually. And as if that were not enough, the health insurance number in Germany begins with a letter, which different people stress differently. To make the process as convenient as possible for the customers — and avoid having to repeat their requests — the system had to recognize all possible variations from day one. The third and most complex part of the design process involved the callers’ choice of language. For example, imagine a customer calls and requires information about a particular “aid” they use to support themselves in their daily lives — “aid” being the official term. However, very few callers will use such terminology. Most are more specific and mention, for example, their “rollator,” possibly even their “Rentner Porsche” (in Germany — Pensioner Porsche). The voice system needed a dictionary with all these words and expressions, so that the assistant could process all possible variants used by customers. Together, Genesys, atip and BARMER went one step further and created an AI that would be able to recognize these nuances, categorize the terms correctly and use them to identify the caller’s query or intention. This required several workshops organized by customer service expert Kaiser and his team to discuss how to make the voice portal as accurate and close to current linguistic use as possible. They also stressed that the digital assistant had to be able to understand callers speaking very quietly or indistinctly just as quickly as clear speech, so that all customers could be provided with the same excellent service and the system could distinguish (for example) between “new ECG” and “neurology,” even when the caller was hard to understand. Increased automation with even greater customer satisfaction The voice response system turned out to be very successful, categorizing and placing more than 60% of customer queries correctly in the initial launch phase from the very first day. Since then, an improved AI module has allowed this figure to rise to over 80%, and in a recent survey, an even greater number of customers gave the new system a positive rating. In addition, the solution already filters several thousand of the nearly 40,000 calls received per day without needing to forward the caller to an agent. Examples include frequent requests such as a change of address or questions such as, “Where is my nearest branch and what time does it close today?” In short, thanks to the automated voice response system, FAQ pages and self-service solutions, BARMER can reduce the number of calls put through to agents and “free up advisers for queries that require more time and human expertise,” said Kaiser. Further proof of the effectiveness of the new system comes from the time saved verifying customers through their health insurance numbers. This was very time-consuming for agents, especially when callers didn’t have the number at hand and had to look for it first. The new digital assistant has allowed BARMER to reduce the average handling time (AHT) of such calls by 10 seconds and uses intelligent routing to cut waiting times for callers. The benefits of automatically categorizing calls and queries are not only felt by customers, but also by BARMER employees. “Our teams are extremely pleased with the automation, since it helps them get a clearer overview of our clients and their needs,” said Kaiser. Despite all these accomplishments, the company still has no intention of relaxing its efforts and will continue to find new ways to fine-tune the voice response system and increase customer satisfaction. “Through the continuous analysis of incoming calls, we have found 70 synonyms and related expressions for the subject of ‘care’ alone and have added them to the system’s dictionary,” added Kaiser. BARMER and Genesys: An all-around success The new BARMER voice response system, which was implemented in only six months, is an all-round success and has helped to improve the health insurance company’s already impressive personalized service. Clients and employees are happy with the new solution: employees because it offers a clear and user-friendly way of keeping track of callers, and customers because their queries are dealt with in a professional and timely manner. Plus, the automation solution allows BARMER to work more efficiently and give its teams the freedom to dedicate the right amount of time to personal interaction with clients.

Four hoursto set up Genesys and Salesforce integration$1.65 million total cost savings20% reduction in time to resolution23% reductionin errors30% improvedreceipt processing efficiency17% lowerTCO, including two system retirementsSecuring clients’ talent pools In 2004, three friends from Gothenburg, Sweden, devised a solution that has reinvented how progressive organizations manage HR processes. Today, Benify is a firmly established global tech company with a market-leading online employee engagement platform. Supporting over three million users worldwide, its platform enables 1,600-plus companies to tailor their benefits and rewards experience, while reducing administrative time and costs. Like most digital-first businesses, Benify recognized the need to update its customer service model to supercharge a 20-person team dispersed across five European countries. That meant replacing legacy PBX phone systems with omnichannel communications, real-time data and a game-changing integration between Genesys and Salesforce. “We wanted a solution that was inexpensive to implement and maintain, and easy to use across all groups — agents, team leaders, administrators and developers,” said Philip Hagenfeldt, Commercial System Lead at Benify. Unified contact center and CRM The answer was CX Cloud from Genesys and Salesforce — a jointly developed integration that natively combines a unified workspace that’s grounded in data and trusted AI. This solution combines the power of Salesforce Service Cloud with industry-leading contact center and workforce engagement management (WEM) capabilities from the Genesys Cloud platform. Bidirectional, pre-integrated data between the platforms helps Benify eliminate operational blind spots and enrich their AI tools. “The CX Cloud solution took about four hours to set up,” said Hagenfeldt. “We’ve fully optimized our data, bots and channels from both Genesys and Salesforce, with no coding required. That’s massive. It means fewer open tabs and screen hops. And it gives our agents the aggregated 360-degree customer view they were missing, to deliver a better personalized experience.” Working as a cohesive unit Previously, agents wasted valuable time frequently switching between different systems to manage cases across email, voice and chat channels. Now, all customer correspondence is collected in one single view, contributing toward a 20% reduction in time to resolution. CX Cloud by Genesys and Salesforce: Best practices from Benify Hear more from Benify on how they’re leveraging CX Cloud by Genesys and Salesforce to simplify their tech stack, increase efficiency and enable agents “Our move to Genesys Cloud and Salesforce revolutionized operations, particularly in the way we handle conversations,” said Hagenfeldt. “We now have a centralized platform to efficiently manage our voice and chat channels, optimizing customer interactions and boosting agent productivity.” It wasn’t long before Benify started to see improvements to other KPIs such as average handle time, first-contact resolution and overall customer satisfaction. Other key benefits included more robust reporting, quality assurance and resource planning assisted by the introduction of Genesys Cloud Workforce Engagement Management. “With our old switchboard, supervisors had no real insight into what was happening,” added Hagenfeldt. “Now, we’re able to help agents on live calls. We can see what’s going well and what’s not. And make sure we have the right staff at the right time, working across the right channels.” Payoff from self-service and digital workflows To solve a time-consuming and error-prone process, Benify leveraged the Genesys Cloud platform APIs to digitize and store customer benefit receipts. Now, customers receive prompt email notifications acknowledging acceptance of their physical documents, along with estimated processing times. This has significantly reduced manual effort and eliminated errors, while also enabling customers to self-serve. In addition, arming agents with data-driven insights has enabled them to better comprehend customer needs, preferences and behaviors, facilitating more personalized interactions. CX Cloud by Genesys and Salesforce: Best practices from Benify Hear more from Benify on how they’re leveraging CX Cloud by Genesys and Salesforce to simplify their tech stack, increase efficiency and enable agents Watch now “We’ve seen a noticeable uptick in customer satisfaction thanks to quicker processing, reduced wait times and heightened accuracy in managing receipts,” said Hagenfeldt. “Moreover, having all data within the same system made it possible for callers to self-serve. That’s not only reduced the burden on our agents, but also empowered customers to access their receipt information independently.” Genesys tools and automation also created a more fulfilling work environment. Released from mundane tasks, Benify employees focus on value-added activities, fostering higher job satisfaction and retention rates. Improved receipt handling processes have also contributed to lower workforce churn. Seven-figure financial benefits The efficiencies Benify gained through Genesys solutions over the last three years have resulted in a $1.65 million total cost savings. Highlights include 17% lower total cost of ownership (including two system retirements), 23% less error handling and 30% improved receipt processing efficiency, plus reductions in tasks and costs per receipt. CX Cloud by Genesys and Salesforce: Best practices from Benify Hear more from Benify on how they’re leveraging CX Cloud by Genesys and Salesforce to simplify their tech stack, increase efficiency and enable agents Watch now Next, the company intends to advance its AI strategy and extend its current use of chatbots, which handle about 25% of all interactions. Innovations could include conversational AI, predictive analytics and call summarization. “Combining the best of Genesys and Salesforce in one integrated solution, CX Cloud has yielded a plethora of benefits,” concluded Hagenfeldt. “We’re now reaping rewards from heightened operational efficiency, enriched customer experiences, substantial cost savings, improved employee satisfaction and invaluable data insights.” Unify CRM and CCaaS to improve agent efficiency and CX See what you can achieve with CX Cloud by Genesys and Salesforce

Enabledwork from homeStreamlineddata managementRetiredlegacy technologiesAbility to scalefor future growthMaking innovations a sure bet Created in 2012 by an Italian entrepreneurial group, BetFlag is an online gambling company that’s based entirely on its proprietary technologies. It covers the entire range of online gambling and has released several innovative services for the Italian market. BetFlag, a trustworthy brand that aims to continuously improve its services, has always been attentive to its customers’ needs. At the end of 2019, after careful analysis of its systems, BetFlag realized it needed to update its contact center platform. “In use since 2012, the previous platform was dated and it was no longer suitable for our demands,” said Domenico Galizia, CEO of BetFlag. “The first step was the search for a cloud-based platform — that was both scalable and modular — and supplied by a brand that guaranteed corporate solidity as well as performance strength. We chose the Genesys Cloud solution thanks to the technical support of our partner TechneValue.” With Genesys technology and the support of integration partner TechneValue, BetFlag has grown into an online sports betting provider. “The availability of an efficient multichannel and multimedia contact center platform is essential to ensure the value of every single need and any recommendations suggested by the customer,” added Galizia. Streamlined data management Genesys and TechneValue have been crucial to BetFlag since the beginning of the project. “Converging on the contact center, Genesys Cloud platform combined with TechneValue service has turned out to be the best decision,” said Galizia. “Even in the after-sales stage, shortly after the release of the project, the rollout process and subsequent support, Genesys and TechneValue have proven to be precise and professional.” This has led the company to streamline data management and retire legacy technologies. And this project has empowered the BetFlag team to work from home for about a year — allowing the company and its employees to overcome the challenges of the COVID-19 pandemic. Since updating its contact center platform, BetFlag has been exploring the potential of Genesys Cloud. “We at BetFlag always want to grow and provide our customers the best possible experience, and with Genesys Cloud we are certain to be in the best possible position to achieve it,” concluded Galizia.

30-secondreduction in call times13% AHT reductionwith predictive routingIncreased customer satisfaction scorefrom 89% to 92%50% reductionin employee training time60% of incoming chatshandled by botBeyond Bank is one of the largest customer-owned banks in Australia, serving over 300,000 customers in the country. It’s guided by the belief that employees are key to delivering superior customer experiences. It prioritizes the need for agile contact center operations to adequately serve evolving customer and employee expectations, while ensuring business continuity in today’s volatile global environment. Modernizing the contact center platform To deliver a best-in-class customer experience, Beyond Bank set out to modernize its contact center technology. The previous on-premises platform was difficult to update and customize at the speed customers demanded. The bank sought to empower employees with an agile platform to satisfy customers’ expectations for seamless omnichannel support. Rather than investing heavily to upgrade its legacy system, Beyond Bank chose the all-in-one Genesys Cloud platform to enhance its customer service delivery. “Genesys aligns closely with our belief that viewing everything through the customer lens is key to delivering differentiated experiences,” said Brent Alexander, National Manager, Customer Relationship Center at Beyond Bank. “Today, that requires continual innovation, which is exactly what Genesys Cloud helps us achieve through its robust capabilities and continuous release of new features and enhancements.” “Having had very little innovation in the contact center platform over the past 10 years, new updates released every single week in Genesys Cloud is one of the key features for us,” added Alexander. “In a world where resources are limited and stretched, the fact that it’s all automated through the Genesys platform is great.” Enhancing the employee experience Moving to Genesys Cloud proved to be swift and smooth for Beyond Bank. While there was a natural apprehension to change among employees at first — given their varying technology competence levels — the single intuitive interface of the Genesys platform made it easy for staff to transition to the platform. This reduced the planned training period in half. Offering seamless integration with its CRM system, the robust cloud platform gives agents the information they need on a unified system for end-to-end visibility of the customer journey. For a shift that would typically take six months to realize similar benefits, Beyond Bank recorded a 30-second reduction in call times overnight with the new cloud solution. Before migrating to Genesys Cloud, Beyond Bank struggled to optimize its workforce productivity and staff scheduling to align with its call volume and customer demands. Genesys Workforce Engagement Management equips the Beyond Bank team with a complete suite of capabilities for more accurate call forecasting, staff scheduling and actionable analytics to optimize workforce performance. Providing employees with the flexibility to work from home without compromising security and compliance regulations has been a long-term vision of Beyond Bank. When the COVID-19 crisis hit, it had to execute on this vision two years earlier than planned. “The speed at which we’ve been able to shift employees from onsite to remote working has seen improvements in their productivity and happiness, which wouldn’t have been possible on our old system,” said Alexander. Genesys Cloud has allowed Beyond Bank to realize its priorities for broader geographic coverage, employee diversity and workforce flexibility. “You can’t have great relationships with your customers and provide great customer service unless your staff is happy,” he added. Increasing functionalities for better customer experiences For Beyond Bank, call wait times are one of the main parameters that influence customer satisfaction (CSAT) scores. Introducing announced wait times and callback features has been crucial in enhancing customer satisfaction. “As soon as we implemented call wait time notifications, we could see the impact it had on customer experience,” said Alexander. “It’s got to a point where CSAT scores don’t decline, even with longer than expected wait times, because customers are empowered with information about the wait time and can choose whether to wait or call back later. With Genesys Cloud, Beyond Bank has improved its CSAT score from 89 percent to 92 percent — demonstrating higher satisfaction levels across all five metrics.” The introduction of AI Over the years, Beyond Bank has been served well by the Genesys Cloud platform. But it was always looking to identify ways in which the platform could enable additional value. “We were aware that Genesys is constantly adding additional capabilities to its cloud platform, and we were very keen to determine how those capabilities could support our agents,” said Alexander. “We were particularly interested in how new features powered by artificial intelligence could help.” The first AI-powered feature the bank activated was predictive call routing. It was trialed with a small group of agents for two weeks before being rolled out across all three contact centers. “Deployment of Genesys Predictive Routing was as simple as essentially flicking a switch,” said Alexander. “All the capabilities were already built into Genesys Cloud, which meant there was no need for protracted configuration and adjustments — it just worked.” Genesys Predictive Routing adds value by directing calls to the most appropriate agent. Once fully operational, Beyond Bank found the feature was leading to a 13% overall reduction in call handle times. “That is a very significant number when you’re talking about thousands of incoming calls each week,” said Alexander. “It allows us to provide a great user experience even at a time when customer numbers are continuing to grow.” Looking to make further use of AI-powered tools, the Beyond Bank IT team turned its attention to chatbots. Genesys chatbots are designed to enable 24/7 service without the need for human intervention. The first step in the chatbot deployment process was to identify the 20 most common customer questions via the company’s human-managed Web Messaging service. Journey maps were then created to guide customers to the information or service they were seeking. “After a period of configuration, testing and refinement, we were able to integrate the chatbot with our existing Web Messaging service,” said Alexander. “During this process, we relied heavily on the expertise of both our technology partner QPC and Genesys. Once fully functional, the AI-powered bot is now able to handle around 60 percent of all incoming Web Messaging requests.” A future of continuous innovation Alexander said the next phase of the AI-led project will be to create another chatbot that can handle transactions requiring authentication. “At the moment, our chatbot is handling queries of a general nature where we don’t require the caller to identify themselves,” said Alexander. “The new chatbot will handle caller authentication and will then be able to provide specific financial data or undertake certain transactions.” Beyond Bank also plans to deploy Genesys Agent Assist, which can automatically create summary notes of what’s discussed during a call. Rather than an agent needing to type notes, these will be generated in real time by the AI-powered tool. This results in higher quality notes and allows the agent to focus on the customer rather than on typing during a call. “Agent Assist also has a knowledge base capability,” said Alexander. “This allows it to automatically identify any suitable knowledge articles relating to the current call, providing agents with the additional knowledge they might require to answer specific questions.” Beyond Bank looks forward to continuing its work with both Genesys and QPC to add additional AI-powered features in the future. “We’re very excited about the value AI technology can deliver for us,” concluded Alexander. “We’re confident that Genesys will remain a valuable partner for Beyond Bank.”

8% increasein employee productivity7% decreasein call abandonmentImprovedcustomer satisfactionSingle viewfor all customer interactionsBitkub Exchange is one of the largest blockchain and cryptocurrency service providers in Thailand. It aspires to reach out to non-technical users by being the most trusted and intuitive cryptocurrency exchange. That means the company strives to put customers’ needs and welfare above anything else. In just three years, Bitkub Exchange experienced tremendous growth — rising from a startup to one of Thailand’s first unicorns. With goals to expand its customer base to 7 million users by the end of 2022 and grow beyond its home country, the company needed to digitally transform and scale its business — all without compromising its customer experience. The cryptocurrency exchange started by using the IT infrastructure of local software providers, but it wasn’t robust enough to scale quickly. With its rapid growth, Bitkub Exchange desired cutting-edge technology that can accommodate large volume spikes. Leveraging a cloud platform that supports swift innovation, remote working and omnichannel engagements from multiple customer touchpoints proved to be the right solution — elevating its customer and employee satisfaction to new heights. “A well-functioning contact center is critical for us to maintain our position as one of the most preferred and reliable crypto platforms in the region,” said Chantika Chomchome, Deputy CEO and Chief People Officer of Bitkub Exchange. “By partnering with Genesys, we were able to operate, grow and scale with efficiency.” Enabling work-from-anywhere and driving employee improvements Remote working became a necessity due to the COVID-19 pandemic. “We needed to ensure that employees are supported at home without facing any technical issues,” said Chomchome. Supervisors also required a system that easily monitors agent workflows in real time. This will enable them to allocate resources better while ensuring that all business demands are being met. With the Genesys Cloud platform, Bitkub Exchange successfully implemented remote working capabilities without any technical issues — making work from anywhere a reality. Now, agents get to support customers, even in unforeseeable circumstances. The cryptocurrency exchange is also able to monitor agent performance in real time. As a data-driven company, Bitkub Exchange constantly encourages its team to leverage data and insights prior to making decisions. The performance dashboard and reporting capabilities of the new Genesys solution helped the company to not only track data transparently, but also provide customizable reports with valuable insights into employee and company performance. Bitkub Exchange also built automated systems with the new platform, such as Auto Answer. Not only does it free agents from simple, mundane tasks, but it also reduces their time spent on time-consuming processes. “We see a continuous operational improvement and an 8% increase in employee productivity,” said Chomchone. “The 24/7 support and quick response time from Genesys has elevated the Bitkub Exchange service standards.” Bridging diverse customer touchpoints into a single view Rapid growth at Bitkub Exchange meant the company also struggled to provide consistent and scalable customer support. Managing multiple customer touchpoints — telephone, email, chat and social media — proved to be a challenge. Because customer service is a critical part of its business, Bitkub Exchange needed a solution that can collect all customer insights in one place and track previous interaction histories seamlessly to improve its services. The open API architecture of the Genesys Cloud platform allowed Bitkub Exchange to integrate its CRM system easily — resulting in a shorter migration. And the new solution enables agents to engage with customers from a single touchpoint, eliminating the previous back and forth between the CRM and telephony during interactions. From managing the increase in customer interactions to integrating all engagements into a single view, the Genesys Cloud platform proved itself to be a game changer for Bitkub Exchange customers and employees.

3.8% increasein service levels3% risein CSAT scores2.5 times moreAHA! moment gifts deliveredEasy to manage platformwith minimal IT resources neededSimple integrationwith SalesforceReal-time monitoringof agentsAs a trusted omnichannel commerce and lifestyle platform, Blibli believes that customer satisfaction begins with sincere, empathetic service enabled by technology. That’s why Blibli focuses its innovations on customer satisfaction and ensures all its customer care agents are equipped with the right knowledge and skills when communicating with its customers. “Remarkable customer experience is very critical to our business,” said Lisa Widodo, the Co-Founder and Chief Operating Officer at Blibli. “We are obsessed with our customers, who trust us to fulfill their needs. A positive customer experience promotes loyalty, retains customers and encourages brand advocacy. Our vision is to incorporate high technology and high touch to create a seamless customer shopping experience.” Blibli is one of Indonesia’s most celebrated omnichannel commerce and lifestyle platforms. Its commitment to delivering an integrated and seamless omnichannel shopping experience puts customer satisfaction as its top priority — and it has recorded its highest Net Promoter Score in eCommerce. Leveraging the cloud for flexibility and scale Blibli previously used a legacy on-premises system that lacked flexibility, reliability and scalability. Challenges with maintaining uptime, enabling remote working and adjusting to volume fluctuations prevented Blibli from taking its customer experience to new heights. The eCommerce platform implemented the Genesys Cloud platform to address these issues. “We decided to partner with Genesys over other vendors,” said Shanty Cantya, Vice President of Customer Management at Blibli. “This is because of the solid reputation of Genesys, their leadership and various features that enable us to continuously raise the bar and provide the best services for our customers. Blibli was greatly impressed by the dedication Genesys showed during the migration. Countless meetings did not stop Genesys from bringing its best service and solutions to us. Therefore, the team is still providing superior services.” Unlocking work-from-home capabilities and agent visibility One of the biggest challenges Blibli faced with its previous system was the inability to enable employees to work remotely. This proved to be especially important for business continuity during the COVID-19 pandemic. In addition, it was difficult to effectively monitor agent performance because it couldn’t record calls and retrieve the recordings easily. After the migration to Genesys, Blibli achieved better flexibility and visibility. “We can implement a hybrid working model where agents can work from the office or their homes,” said Cantya. Blibli can also monitor agents in real time through dashboards and reports. As a result, the company can act immediately when there is a traffic surge. The new solution also enables the company to measure an agent’s personal CSAT score, which helps leaders develop a more effective coaching plan. “Our CSAT score increased by 3%,” said Cantya. “It shows that our customers are satisfied with our service and our small gestures of empathy.” Composing the ideal solution with ease Genesys Cloud proved to be easily managed with minimal IT resource requirements. Now, Blibli can make quick system changes like updating IVR messages — a simple yet important process that its legacy platform previously struggled to do, as it required third-party interventions. The Genesys solution also integrated the company’s sales portal, unlocking the ability for agents to move seamlessly and quickly from one channel to another. “Genesys has helped us to develop an omnichannel platform,” said Cantya. “The solution uses high technology but also retains the human aspects, providing tools that help our agents understand our customers better.” With the pre-built Salesforce integration, agents no longer waste time toggling between screens. When a customer contacts Blibli, their information is automatically served to the agent within a single interface, improving the customer experience and efficiency. Overall, Blibli witnessed its service levels improve by 3.8% as agents became more productive with the support of features enabled by Genesys Cloud. Delighting customers with “AHA!” moments To nurture customer loyalty, Blibli developed customer databases that capture customer behaviors and preferences. Blibli realized it takes more than that to enhance customer relationships. It requires a personal touch, and that’s why Blibli created “AHA!” moments — an initiative to strengthen customer bonds with empathy and earn a special place in the customer’s heart. “‘AHA!’ moments are all about focusing on special moments, like birthdays, weddings, baby showers or other important occasions for our customers,” said Cantya. “It’s a program where our customer service agents are authorized to deliver personalized gifts to shoppers, along with handwritten cards. It empowers our agents to develop deeper connections with the customers and help celebrate their special moments.” By allowing agents to decide when and what to gift customers, Blibli enables this initiative to surprise its shoppers, making it a memorable experience. “With the help of Genesys features such as call transfer, whispering and real-time monitoring, we increased the number of ‘AHA!’ moment gifts delivered by 2.5 times,” said Cantya. “Through this initiative, we learned that simple gestures like these can mean a lot to customers, especially those who are going through tough times.” Currently, artificial intelligence, machine learning and automation are on the roadmap for Blibli. The company believes these technologies are indispensable because they’ll allow the company to route agents based on their skill sets toward specific customer concerns even before the first interaction. Blibli aims to go above and beyond, delving deep into these avenues as they aspire to boost agents’ productivity and deliver a superior customer experience. “Genesys Cloud has helped make our vision of bringing the best service through high technology and high touch come true,” concluded Cantya. “Through its advanced technology, we managed to beat the biggest challenge that every contact center faces — consistency in delivering the best service.”

170% increasein bot interactions15 toolsretiredOver $5 millionin costs savings

Recordimplementation time50% reductionin IVR navigation time80% increasein contact ratesCentralized databaseconsolidation100% of agentsrelocated during COVID-19 crisis50% increasein first-contact resolution Two cultures unite La Bolsa de Valores de Colombia (bvc) manages the trading and registration systems of the Colombian stock markets. It provides technological solutions to the financial sector and produces stock market information, participating in the entire value chain of the investment sector. In 2017, bvc merged with the Depósito Centralizado de Valores de Colombia, marking one of the most important milestones in the history of the country’s capital market. “We were two companies with very different cultures,” said Diego Galindo Hernández, Director of Customer Service at bvc. “But we took on the challenge of transforming and developing the Colombian market with a unified, strategic vision focused on the customer.” The need for change After the two companies merged, it was critical to portray the new entity as one focused on the customer. Consequently, a new service model and implementation plan were designed. “When we started the process of placing the customer in the center, we noticed that we were not going to be able to do it with the Avaya solution we had,” said Galindo. One of the main issues with its Avaya solution was that the management tools weren’t integrated, and it absolutely lacked any type of omnichannel capabilities. Jumpstarting the transformation   Clients for bvc include the country’s major banks, stockbrokers and share issuers. The mission of its contact center is to assist a market that might move more than 150 billion Colombian pesos a day. To facilitate the experience for these clients and support internal processes, bvc carried out an evaluation-and-selection process, based on recommendations from IZO Consultant. This included the implementation of the project in a phased controlled manner, the measurement of the impact and the preparation of the organization for the cultural transformation that the new model involved. Company managers chose Genesys and its partner Interaxa to deploy the Genesys Cloud platform. “The implementation times were fantastic; we completed the deployment of such a large project in only six months,” said Galindo. “Our expectations were met 100%.” Seeing immediate results The transformation bvc experienced after implementing Genesys Cloud was radical. The first positive sign was the ease and speed of integration with Salesforce CRM systems and the financial institution’s PQRs and technology management systems. The positive impact was immediate. Now, customer information in other systems is just a click away. Operators don’t have to go from screen to screen, which greatly improves efficiency. The bvc telephone menu had 12 options and three levels. Under the new solution, it switched to a dynamic, segmented IVR to provide more value to the customer. This cut the time a customer spends browsing the IVR in half. And identifying why a customer was calling used to take more than four minutes; now it only takes 30 seconds. Because of this, bvc increased the level of contact rate by 80% — in just four months. At the same time, building a centralized database for the entire organization made it possible to segment and prioritize customers. “We became aware of a whole world that was lost,” said Galindo. Seeing optimal results in challenging times On the first day of the COVID-19 lockdown in Colombia, 100% of the bvc contact center was relocated. The operators were connected from their homes through the internet via WebRTC connectivity, covering all computer security risks. In the new scenario, customer preferences changed drastically. For example, the email channel tripled in contact volume. But because of the omnichannel capabilities of the Genesys Cloud platform, bvc developed a new service strategy for this channel in eight days. Doing so allowed agents to solve 50% of requirements in the first contact. “We could not have done this without Genesys,” said Galindo. “After six months, we found out that we could not have chosen a better customer experience tool. It is totally aligned with what we were looking for.”

3x more channelsfor customers to choose from24/7 chatbot-assistedinformation serviceReducedwaiting timeBetter advisor experiencewith increased work varietyImprovedworkforce management processesFresh insightsunlocked through real-time analyticsLeader hampered by legacy tech A leading provider and developer of affordable homes, BPHA offers renting, retirement living and shared ownership properties in the Oxford and Cambridge area of the UK. With 500-plus staff, it owns or manages 19,500 homes — reinvesting its profits back into new developments that improve opportunities, independence and quality of life for residents while benefiting the wider community. The BPHA customer communication center team deals with a wide range of issues: from property repairs to tenancy-related matters such as money advice, rent payments, complaints and security concerns. However, advisors suffered from a poor experience and were restricted to phone and email communications due to unreliable on-premises systems. They also lacked job variety and meaningful insights from their reporting tools. “We had been thinking about digital channels and taking our contact center to the cloud for a while,” said Lianne Martindale, Communications Center Manager at BPHA. “The need to support hybrid working reinforced that decision, while assisting our environmental goals by reducing the carbon footprint associated with legacy IT systems and employee commuting.” Categorically the right cloud solution Adhering to a strict procurement process, BPHA scored the Genesys Cloud™ platform highest in many categories, including ease of use, reporting capabilities and value for money. “Genesys seemed to have everything covered, while competitor offerings had gaps,” said Gill Miller, Project Manager, Corporate Change at BPHA. “Rather than being driven by one department, we wanted a solution that could extend to other parts of the business. Thanks to a fantastic Genesys Professional Services and cross-functional BPHA team, we remotely migrated over to the new platform during lockdown. It’s often held up as a gold standard project.” Better convenience, greater choice, happier customers Genesys currently supports around 70 concurrent users in the BPHA contact center, IT help desk and maintenance scheduling functions, with complaint handlers due to be onboarded soon. They’re now able to effortlessly switch between phone, email, web messaging, WhatsApp, Twitter and Facebook conversations — efficiently managed from a single desktop. “We handle around 10,500 phone, WhatsApp and Genesys Web Messaging interactions a month,” said Martindale. “The async nature of Genesys Web Messaging enables a website visitor to interact with a bot or advisor and return later to pick up again. Customers are no longer tied to their phones and appreciate the convenience. They’re also able to attach informative photos of their property issues, for example.” Other queue-busting innovations include the ability to offer callbacks and a virtual assistant. “Introducing a chatbot that was built with Genesys Bot Flows allowed us to extend service cost effectively,” added Martindale. “Customers can use it 24/7 to get information for FAQs such as making payments, reporting incidents and repairs, and getting assistance with rent. And they still have the option to transfer to a live agent to continue the conversation with the full history.” Along with greater choice, customers benefit from reduced waiting time and faster answers. Advisors also enjoy a better experience with less frustration and increased work variety as they move between calls, emails and social contacts. Their productivity has been further boosted by Email Ninja, an AppFoundry® Marketplace solution that simplifies the queuing and surfacing of email requests. Enhanced engagement and analytics tools In addition, BPHA took advantage of more embedded Genesys capabilities and retired its previous workforce management solution. “Once Genesys Cloud had been running for a while, and we’d built-up sufficient data, we started using Genesys Workforce Engagement Management,” said Miller. “Having an all-in-one system is so much easier. For example, if you need to locate a call recording or produce an accurate six-week forecast, it’s quickly accessible.” Many processes such as quality assurance (QA) have been largely automated. “Monitoring employee performance across even more channels seemed daunting at first,” said Martindale. “However, our QA lead is now able to create evaluation forms and deliver effective coaching at just the right moment, giving valuable praise and feedback.” Genesys speech and text analytics enables BPHA to dig deeper into phone conversations to track customer sentiment and spot emerging topics — in turn keeping knowledge articles and website content up to date. “Although we’re not there yet, sentiment analysis could proactively head off complaints with a timely phone call from a manager,” concluded Martindale. Future plans include integrating Genesys with Microsoft Teams collaboration tools and experimenting with WhatsApp video calls.

$110,000telecom cost savingsThreelegacy systems retiredReducedcosts and handle timeOmnichannel service model Bright Horizons offers high-quality early education and childcare, as well as family benefits and workforce solutions. Along with its popular brick and mortar childcare centers, it provides more than 1,000 of the world’s top employers with solutions including tuition assistance, student loan repayment and in-home care services. Keeping its US operations on track is the job of 350 agents spread across three contact centers. However, their performance suffered due to siloed communications and supporting systems that ran on disparate on-premises products — racking up costs and obscuring a single customer view. “The happier we can make our employees, the better the services they’re likely to provide, and that comes across through every voice and digital experience,” said Bruce Lambert, Director, Resource Planning and Reporting at Bright Horizons. “That meant a more integrated omnichannel approach that reduced agent effort and made it easier to connect customer journeys and data.” Native cloud advantages After evaluating offers from various leading providers, Bright Horizons chose the Genesys Cloud™ platform. Standout advantages included a highly robust IVR, weekly feature releases and, crucially, a native cloud fabric with open APIs and off-the-shelf connectors. “The fact Genesys Cloud is built from the bottom-up with AWS microservices was a big plus because it effectively gave us inbuilt back-up and business continuity,” said Lambert. “Having a comprehensive platform also allowed us to retire three systems — telephony, callbacks and quality assurance — straight off the bat. And we’ve saved around $110,000 in telecoms costs.” Acquiring toll-free numbers from Genesys has required a fraction of the effort compared to the company’s previous carrier. “Genesys has been far more reliable, and we’ve been able to simplify our phone routing,” added Lambert. Not only has the switch considerably reduced expense, but it’s also made technical assistance a lot simpler. Tickets are now raised online and quickly resolved with a Genesys specialist over the phone. Further quick gains came from integrating Genesys with the company’s CRM system. Now, agents handle around 80,000 monthly calls, plus email, text and chat conversations with maximum efficiency from their Microsoft Dynamics 365 workspace. “Our agents feel more comfortable, for example, when setting up outbound SMS campaigns to notify parents of summer camp places and drive enrollment across the country,” said Lambert. “Also, it’s much easier to create scripts with accurate account information, which is another huge time saver.” Greater productivity and effectiveness Contact center transformation doesn’t stop there. AI-powered Genesys Cloud Workforce Engagement Management (WEM) has significantly reduced time spent on manual work and alleviated mental strain with smart automated processes. “Our schedulers found WEM to be very user friendly and simple to set up,” said Lambert. “Plus, they can use workgroups with other features within Genesys Cloud when distributing tasks and responsibilities, thereby avoiding bottlenecks.” Employee training and personal development plans are informed by insights captured through call and screen monitoring. Likewise, managers have more reports and data than ever before. “We’ve now got a clearer understanding of customer intent and call drivers, thanks to the analytics available within Genesys Cloud,” concluded Lambert. “That’s allowed us to focus on particular agent behaviors that reduce our costs and handle time. Going forward, we see AI and data analytics as being instrumental in helping to grow up-sell and cross-sell opportunities.” To learn more about the solutions featured in this case study, visit www.genesys.com.

30-minute dailyproductivity savings per agentChat successfullylaunched, a first for Premier League clubs Better reportingand quality assurancePersonal developmentand staff morale both improved 4,500 phone callsmade to vulnerable supporters over three months£371,000 raisedfor local charities by players, directors and supporters Brighton & Hove Albion Football Club plays in the elite English Premier League in front of sellout crowds of more than 30,000 at its state-of-the-art American Express Community Stadium. The club’s support services team has five full-time agents and up to 20 flex employees. They work alongside a mail-order retail team, a commercial team looking after sponsorship and hospitality inquiries, and Albion in the Community, a charitable arm that also serves customer calls regarding soccer courses.

Ability to createnew services and offersEnhanced efficiencyand agent engagement20% reductionin handle timeImproved resource planningthrough forecastingSimple, safersystem changesConstant innovation and development Based in Dublin, CallPageboy thrives on innovation. The company started in the 1970s as a mobile comms supplier and today it offers around-the-clock customer experience services for companies of all sizes. Building richer connections between customers and brands, it’s a one stop customer satisfaction shop that saves clients the hassle of having to hire, manage and develop staff or invest in technology. The next step in its business evolution was developing new services. “Most of our clients are putting their data and systems in the cloud,” explained Ken Colley, Managing Director at CallPageboy. “So, although we’d always had a good Genesys on-prem experience, we knew we had to transform to stay relevant and thrive. We asked ourselves ‘What else can we do for customers?’ and ‘How can we contribute more and deliver greater value?’.” Safe and secure system changes Guided by its trusted partner, Wren Data, CallPageboy moved to the Genesys CloudTM solution after a successful pilot. “We were impressed by the Genesys Cloud omnichannel roadmap and the ease of integrating it with our IVR system and operational processes,” added Colley. “We do a lot of in-house scripting and coding, so the solution’s open APIs were a revelation.” Given the always-on nature of CallPageboy services, system updates and upgrades were always a source of stress. So, when the Genesys Cloud solution came along with its continuous development and release model, there was a big sigh of relief from the company’s IT team. No more working late nights or weekends. Engaged, inventive employees Approximately 50 agents deal efficiently with 10,000 calls weekly, with a similar volume of enquiries across SMS, email and chat, on behalf of more than 200 clients across over a dozen industries. Data never leaves the client’s CRM system, but agents don’t have to be trained on each individual setup. Carefully designed scripts take care of everything, saving more time and resources. “If a customer calls to check a hospital appointment or renew their car insurance, we can bring up all their details on the spot,” said Michelle O’Donnell, Head of Operations. “And we’re able to keep our agents engaged and motivated by offering swaps between different roles such as virtual receptions, help desks, sales, marketing and order fulfillment.” CallPageboy employees often go above and beyond, like when a customer got separated from her distressed child who was stranded in an elevator. “This lady pressed the floor button, but the lift wouldn’t move, so she stepped out to get a mobile signal so she could report the fault,” recalled O’Donnell. “Suddenly, the doors closed, leaving the child stuck inside. Thankfully, our quick-thinking agent secured an urgent callout from the lift company, while connecting the mother’s mobile to the lift intercom so she could calm her daughter until the engineers arrived.” Constant innovation and development Based in Dublin, CallPageboy thrives on innovation. The company started in the 1970s as a mobile communications supplier and today it offers around-the-clock customer experience services for companies of all sizes. Building richer connections between customers and brands, it’s a one-stop customer satisfaction shop that saves clients the hassle of having to hire, manage and develop staff or invest in technology. The next step in its business evolution was developing new services. “Most of our clients are putting their data and systems in the cloud,” said Ken Colley, Managing Director at CallPageboy. “So, although we’d always had a good Genesys on-premises experience, we knew we had to transform to stay relevant and thrive. We asked ourselves ‘What else can we do for customers?’ and ‘How can we contribute more and deliver greater value?’” Safe and secure system changes Guided by its trusted partner, Wren Data, CallPageboy moved to the Genesys Cloud™ solution after a successful pilot. “We were impressed by the Genesys Cloud omnichannel roadmap and the ease of integrating it with our IVR system and operational processes,” added Colley. “We do a lot of in-house scripting and coding, so the solution’s open APIs were a revelation.” Given the always-on nature of CallPageboy services, system updates and upgrades were always a source of stress. So, when the Genesys Cloud solution came along with its continuous development and release model, there was a big sigh of relief from the company’s IT team. No more working late nights or weekends. Engaged, inventive employees Approximately 50 agents deal efficiently with 10,000 calls weekly, with a similar volume of inquiries across SMS, email and chat, on behalf of more than 200 clients across over a dozen industries. Data never leaves the client’s CRM system, but agents don’t have to be trained on each individual setup. Carefully designed scripts take care of everything, saving more time and resources. “If a customer calls to check a hospital appointment or renew their car insurance, we can bring up all their details on the spot,” said Michelle O’Donnell, Head of Operations at CallPageboy. “And we’re able to keep our agents engaged and motivated by offering swaps between different roles such as virtual receptions, help desks, sales, marketing and order fulfillment.” CallPageboy employees often go above and beyond, like when a customer got separated from her distressed child who was stranded in an elevator. “This lady pressed the floor button, but the lift wouldn’t move, so she stepped out to get a mobile signal so she could report the fault,” said O’Donnell. “Suddenly, the doors closed, leaving the child stuck inside. Thankfully, our quick-thinking agent secured an urgent callout from the lift company, while connecting the mother’s mobile to the lift intercom so she could calm her daughter until the engineers arrived.” Greater oversight equals heightened customer experience Managers and supervisors enjoy greater awareness and control. “We’ve gone from reactive to proactive resource planning, allowing us to forecast and schedule agents based on real-time data,” said O’Donnell. “Before, we used to watch and wait for something to happen. Now, with Genesys Workforce Engagement Management, we receive alerts at the first sign of a bottleneck and have a much clearer view of customer journeys.” That oversight ensures people with the right skills are in the right place at the right time – reducing average handle time by 20%. And CallPageboy is eyeing further improvements. Screen-sharing, co-browsing, quality assurance analytics and building a library of customer recorded tutorials are on the list. “Introducing artificial intelligence will allow us to triage and pre-qualify customer requests for plumbing and gas repairs, for instance,” said O’Donnell. “Currently, an agent will process around 15 such calls an hour and turn only 50% into appointments. Using bots, we reckon we can halve the number of calls and increase that conversion rate to nearer 90%.” Just-in-time business resilience In the light of the COVID-19 pandemic, the company’s decision to move to the cloud couldn’t have come at a better time. Greater oversight equals heightened customer experience Managers and supervisors enjoy greater awareness and control. “We’ve gone from reactive to proactive resource planning, allowing us to forecast and schedule agents based on real-time data,” said O’Donnell. “Before, we used to watch and wait for something to happen. Now, with Genesys Workforce Management, we receive alerts at the first sign of a bottleneck and have a much clearer view of customer journeys.” That oversight ensures people with the right skills are in the right place at the right time – reducing average handle time by 20%. And CallPageboy is eyeing further improvements. Screen-sharing, co-browsing, quality assurance analytics and building a library of customer recorded tutorials are on the list. “Introducing artificial intelligence will allow us to triage and pre-qualify customer requests for plumbing and gas repairs, for instance,” explained O’Donnell. “Currently, an agent will process around 15 such calls an hour and turn only 50% into appointments. Using bots, we reckon we can halve the number of calls and increase that conversion rate to nearer 90%.” Just-in-time business resilience In the light of the current coronavirus crisis, the company’s decision to move to the cloud couldn’t have come at a better time. “Thankfully, we’d managed to get most of our employees working from home at quite an early stage,” concluded Colley. “However, we still had to man one customer’s antiquated emergency call monitoring system, forcing some staff to still be office-bound. It was 20 years old with no manuals and couldn’t be moved.” “Working right up to the 11th hour, our IT team managed to replicate the system and got it done before the COVID-19 lockdown. None of that would have been possible without Genesys Cloud.” “Thankfully, we’d managed to get most of our employees working from home at quite an early stage,” concluded Colley. “However, we still had to man one customer’s antiquated emergency call monitoring system, forcing some staff to still be office-bound. It was 20 years old with no manuals and couldn’t be moved.” “Working right up to the eleventh hour, our IT team managed to replicate the system and got it done before the COVID-19 lockdown. None of that would have been possible without Genesys Cloud.”

95% increasein analyst throughput20% potential improvementin donor reactivationEnhanced visibilityacross all channelsReduced timeto actionable donor journey insightsMaking an impact As a part of the largest humanitarian network in the world, the Canadian Red Cross (CRC) provides essential support to people and communities across Canada and around the world in times of need. The organization provides health services, first aid programs, education on violence prevention, and support to those impacted by emergencies and disasters. Established in 1909, CRC is primarily funded by public donations. During its 2022 fiscal year, the charity brought in around $95 million in fundraising from the public. “We are reliant on public donations to run our programs in Canada and all over the world,” said Andrew George, Director of Direct and Integrated Marketing at CRC. “My main priority is revenue and making sure we meet our fundraising goals.” Siloed channels and visibility constraints CRC has numerous channels where donation revenue flows into the charity, including its website, email, SMS, telemarketing, direct mail and its contact center. With these touchpoints working independently of each other, the organization lacked visibility into the donor journey and the ability to create a seamless customer experience. And CRC couldn’t see where or why donor fallout was happening. It wanted to leverage journey analytics capabilities to identify and reengage with donors who abandoned their carts during the donation process. “We had a major channel silo issue, particularly with our direct marketing channels,” said George. “All of the channels did a good job of engaging and converting donors, but nobody had any view on how it all worked together. It led to an incongruent donor experience.” The CRC marketing team wanted to integrate data from all its customer touchpoints into one view so it could see how donors were interacting with the organization — across channels and over time. Its goal was to visualize the donor journey and link donor behavior to key operational and experience metrics. With limited resources, any solution they chose had to be user friendly, so it wouldn’t require the work of data scientists, while also yielding a high return on investment. “As a nonprofit, we are under tight controls over how we spend money,” said George. “Before we invest in new solutions, we have to be able to demonstrate impact.” Connecting the dots After an initial search for customer journey analytics software, CRC evaluated several solutions and ultimately selected Pointillist. “We saw that Pointillist could ingest and aggregate data from multiple platforms, analyze donor behavior to maximize contribution efforts and help control costs across all engagement channels, where other solutions couldn’t,” said George. The CRC team introduced the concept of journey analytics to the rest of philanthropy and how it differed from some of the other analytics already in place. “We had to show them how they could more easily achieve their revenue goals by moving from disconnected, single-channel analyses to analyzing donor journeys,” said George. “Pointillist allowed us to show quick wins and build hypotheses really quickly.” CRC started out by identifying how its business priorities aligned with donor priorities. Then, they used Pointillist to integrate interaction data from their donor website, marketing campaign system, contact center, CRM system and email software. This enabled CRC to fully visualize the donor journey. “We use Pointillist to visualize donor behavior,” said George. “We can reveal the actual paths that donors would take across channels over time, and not just how we wanted them to do it, but the way they actually did. We’ve been able to see how donor behavior impacts our key performance indicators like revenue, lifetime value, conversion, churn and retention. Pointillist has enabled us to improve business performance and drive better donor experiences as well.” By combining prospect and repeat donor engagement data into a single platform, CRC was able to understand which journeys led to successful revenue conversion while also understanding failed efforts. This way the team can engage with donors individually at optimal points along their journey, using the most effective channel, like SMS or email, to improve outcomes. Empowering better decision making The CRC and Pointillist strategy targeted donor attribute behavior, contact center interactions and website traffic associated with campaign efforts for prospect and repeat donors to increase revenue while controlling operating costs. As a result, CRC has achieved new and unique insights from this customer journey management strategy.​ For a charity, finding automatic recurring donations is of the utmost importance; however, lapsed donations are a frequent occurrence on a donor lifecycle — and therefore a top priority for nonprofit organizations to reengage with these donors. CRC wanted to improve operations and experiences for customers to reactivate their recurring donations more easily. Its analysis focused on understanding the fallout points (the step at which donors ended their recurring donation journey), the operations behind reactivation and how they could be improved. As a result, it discovered two key problem areas in the donor reactivation journey: failures to reach out to all qualified donors for reactivation and operational gaps where donors who confirmed weren’t reactivated. This analysis showed that CRC could improve the reactivation rate by 20% by engaging with the right customers based on their behavior. Another example where Pointillist empowered the CRC team to take action was around a holiday campaign it launched. To increase donations, the team prioritized a creative campaign that would focus on making it more clear how a donation would impact the donor’s community. Instead of increasing donations, the opposite happened. “After analyzing the journey using Pointillist, what we learned was that this great new experience had doubled the amount of time it took for the customer to make their donation on the website — from about two and a half minutes to nearly six minutes,” said George. “Based on the journey analysis, we decided to stick with a simpler approach for next year’s campaign.” Quickly maximizing effectiveness With Pointillist, CRC can make consistent, customer-centric and data-driven decisions — decreasing analysis time from weeks to hours. And this was all possible without the need to hire data and analytics experts. “My favorite attribute is the speed of Pointillist,” concluded George. “We don’t have unlimited resources like many corporate organizations. Pointillist allows our marketers and fundraisers to test hypotheses and generate actionable insights. The fact that I can now perform an analysis myself in hours without needing someone to write code is huge.”

Switched to remoteworking in hours without missing a call15% fasterresponse times10% improvementin agent schedule adherence10% lowercall abandonment rates6-pointincrease in NPS A visionary company with legacy systems Carestream Dental is transforming dentistry, simplifying technology and changing lives around the world with its innovative digital products and support. From imaging equipment, CAD/CAM solutions and imaging analysis software to practice management and billing systems, the company captures 2 billion images annually to properly diagnose patients, improve workflows and offer superior care. Carestream Dental has 225 customer care advisors who are globally dispersed at technical solution centers. They support more than 30 products and typically interact with customers through phone, email and chat. With IT complexity growing, the company wanted a more agile, cloud-based business model. “Managing legacy phone systems with all the associated handsets, onsite infrastructure, ACDs and troubleshooting was extremely resource-heavy,” said Brian Harris, Director, Americas Remote Support, Carestream Dental. “So, when we separated from our parent company and had to stand up a new system from scratch, we looked for one that was infrastructure- and administration-light.” Shedding restrictive hardware After exploring its options, Carestream Dental chose the Genesys Cloud platform. “We wanted a solution with the right feature set that was easy to use and a good fit with our disaster recovery plan,” added Harris. “Since then, Genesys Cloud has served us well, efficiently handling around 40,000 calls a month. In addition, Genesys Workforce Engagement Management has simplified resource planning and reduced the time we used to spend organizing agent schedules.” Building on the agile cloud foundation, the company consolidated 10 discrete call-handling teams into a single proficient, data-driven organization. A key aspect of this modernization was integrating Genesys Cloud with eMite data insights and analytics. This allows the company to establish common KPIs, clear escalation paths and technical support processes consistent with ITIL best practices. Optimizing employee and customer experiences Always looking to break new ground, Carestream Dental explored motivation and gamification strategies — and the positive effects they have on employee satisfaction and customer experience. “Every quarter, we’d disseminate multiple reports, review performance data and provide employees with feedback,” said Harris. “That wasn’t helpful to the individual or the company because it meant both were potentially carrying bad habits and practices for three months.” With Genesys Cloud Workforce Engagement Management, managers present agents with real-time metrics in an easy, fun way. Now agents can quickly see how they rank within their team on any measure. And they can understand which behaviors they should change to maximize their performance and achieve rewards and incentives. “Being able to incorporate our knowledge management system was a big win for us,” added Harris. “It gives our agents all the tools they need to do their job in a single view, in the same window they use to handle calls. So, we were able to provide a better experience and quickly secure user acceptance.” Achieving impressive top-line results One of the biggest eye-openers was how quickly Carestream Dental saw results. “Our initial goals with Genesys Cloud Workforce Engagement Management were bettering response time, adherence, Net Promoter Score and quality,” said Harris. “After 30 days, we measured impact and saw gains in productivity and customer satisfaction.” Top-line results included 15% faster response times and a 10% improvement in schedule adherence. And this all led to lower abandonment rates. The company also reached a record NPS rating, up six points from the previous year. And gamification is breaking down organizational silos. “We ran a World Cup competition, which gave teams who would not normally interact together the chance to meet, have fun and compete for prizes,” added Harris. “That broke the ice — and now there’s much more knowledge sharing and collaboration. We also use the quizzing function a lot to see how well agents understand topics and new products, uncovering areas where we might need to improve our coaching or training.” Robust business continuity — guaranteed Four months after Carestream Dental deployed Genesys Cloud solutions, the company’s foresight and innovative spirit proved pivotal when COVID-19 forced dental practices to close. Previously, legacy technology prevented Carestream Dental from rolling out remote working on any significant scale. But, on Genesys Cloud, the company quickly mobilized advisors and maintained service without any disruption to customers. “We sent people home from the office with laptops at noon and they were back online with Genesys Cloud in the afternoon — we didn’t miss a single call,” said Harris. “This would have been impossible with our old on-premises solution. Also, by routing everything over the internet and using softphones, our agents didn’t run up charges on their personal phones.” As customers came out of lockdown and began to reopen, Caresteam Dental chose to partner with call centers around the globe for some support functions. “Extending Genesys Cloud to our partners in global call centers required minimal technical work and only took about a week to configure and add accounts for over 100 new agents,” concluded Harris.

6-weekseamless implementationAll requirementssupportedSet stage for growthwhile meeting time and budget expectationsExceptional email organization and reportingCarGarantie Courtage SARL, French subsidiary of CarGarantie, is a specialized B2B insurance broker and service provider dedicated to maximum quality. To sustainably ensure this quality in customer service, the company switched to Genesys Cloud. With over 50 years of experience and around 200 million Euro premium income per year, as well as a market presence in 19 countries, CG Car-Garantie Versicherungs-AG (CarGarantie) is one of the leading specialist insurers of warranty and customer loyalty programs for new and used vehicles in Europe for the automotive brand trade. More than 40 manufacturers and importers and over 23,000 specialized branded car dealers trust in CarGarantie’s individualized warranty programs to add high service quality. As a reliable partner, CarGarantie focuses on stability and longevity. CarGarantie Courtage customers benefit from immediate assistance The company takes client concerns seriously from the first interaction. Household insurance policyholders are used to waiting several days for their claims to be approved. “Our goal, however, is to resolve any matter in minutes — a few hours at the most. We want to help car dealers immediately, not least because of the follow-up processes,” said Christoph Schuler, Head of Operations at CarGarantie Courtage SARL. “In case of a problem, the car dealership cannot afford to make the customer wait at the repair shop. Crucial questions regarding coverage or reimbursement amounts have to be answered by the garage on the spot.” International service organization with advanced demands To put this commitment into practice, CarGarantie Courtage needed a world-class contact center. This is especially true since CarGarantie Courtage operates in eight European markets with only seven agents. However, these agents have a very diverse skill set — speaking up to four languages and often covering multiple national markets. The agents leverage mechanics or engineering expertise to efficiently process customer requests that range from car dealer support to damage claims. Several of these CarGarantie Courtage agents work from home. And once the current project is finalized, Schuler expects the number of remote employees to increase — with the total number of agents using Genesys Cloud rising tenfold to 70 or more. The only platform to meet all requirements Around 80% of customer requests reach CarGarantie Courtage via email, with the remainder submitted by phone. That’s why the company chose to invest in a high-performance omnichannel solution with the latest contact center technology. In this case, however, CarGarantie Courtage had an additional requirement to support contact routing processes that deviate from the classic skills-based model. The company uses group email accounts, which are handled by agents with the required language and technical skills. For each market, there are four accounts, dedicated to either claims management or customer service consolidated in the Operations department. Although they shortlisted 12 technology providers, their final choice was clear. “To support this mix of countries, languages and skills with a single solution — one that would also meet our performance requirements in email processing — was one of the biggest challenges in our search for a suitable contact center product,” said Schuler. “Only the Genesys solution was able to deliver exactly what we needed.” Schuler describes choosing Genesys as the beginning of a “model, smoothly running project” with the help of their technology partner, Deliberate. The new solution went live in just six weeks, enabling CarGarantie Courtage to remain on schedule. Considering this, Schuler is highly satisfied with the implementation: “Whenever we encountered one of the few critical points, we worked with the experts from Deliberate to find a solution. That way, we managed to prevent any roadblocks.” Clear path for the future The successful start of the project set the tone for subsequent phases, which saw the company improve scalability, among other things. Scalability was an important goal for CarGarantie Courtage because Genesys Cloud will now be gradually extended. In the ramp-up process, the company will expand its portfolio from 11 to as many as 70 licenses. For Schuler, this approach has significant advantages. “Thanks to the clear, transparent pricing structure of Genesys Cloud, we can prepare our budgets without problems and make sure the ramp-up process follows our business plan,” he said. At the same time, Genesys Cloud enables CarGarantie Courtage to keep its contact center technology up to date. The insurer appreciates that the user community provides updates and that the implementation of upgrades is much quicker and easier with Genesys Cloud. With its old software, many changes involved time-consuming processes to adapt IT infrastructure and reprogram PBX system interfaces. The team also had to invest a lot of time and effort in the continuous integration of different national carriers. But now, there is no need for complex updates and upgrades. Genesys Cloud even enabled CarGarantie Courtage to solve the technical and organizational challenge of automatically allocating emails to the right group accounts — instead of routing them to employees with a specific skill set — all within the parameters that management set. The new platform identifies each incoming request, accepts the email and assigns it like a call. The comprehensive reporting Genesys Cloud provides is also well received. It calculates average response and processing times for email requests and tracks each forwarding of an incoming message, providing Schuler and his team with all the information they need to make informed scheduling decisions. “All in all, Genesys Cloud enables us to handle everything like calls,” said Schuler. “We especially love the reports.” Hitting all target requirements For Schuler, switching to Genesys has been a total success. “Given our requirements, an individual, customer-specific solution would surely have exceeded our budget,” he said. “Hence, we had to adapt our processes to the software — which was no problem at all due to the power of Genesys Cloud. You must purchase a good product if you want to meet all the requirements. Genesys Cloud delivers exactly what we expected from it. The system is really well thought out. And Deliberate has been a very professional and extremely competent partner at all times. It was magnificent teamwork.”

New call queuescreated within a few hours, compared to 2-3 weeks 3.6% fewerabandoned calls 8.5-secondreduction in average handle time1.5% improvementin time-to-revenueFully loadedexperience center roadmapClearing legacy apps and systems Headquartered in Cologne with more than 345 sites and 240 mobile units across the country, Carglass® Germany specializes in vehicle glass repair and replacement. A central contact center is at the heart of the business, supporting more than 50 languages and handling 1.2 million calls, 50,000 emails, 4,000 chat messages and 3,000 outbound contacts a year. Rather than continuing to invest heavily in limited, on-premises products, Carglass® decided to move to the Genesys CloudTM solution. “We wanted to transform from a cost center to an experience center as a key driver for profitable growth,” said Brice-Willys Tebiro, Innovation and Improvement Manager at Carglass®. “That meant clearing away a jungle of legacy apps and systems. That way, our advisors wouldn’t have to keep screen-jumping, closing down pop-up windows or asking customers to repeat information. We also needed better clarity around reporting and customer journeys.” Immediate service and balance sheet gains Now 160 advisors work with maximum efficiency, taking calls and booking appointments, or handling requests from large insurance companies and fleet agency contracts. In addition, Carglass® has seen a sizeable reduction in what it refers to as “red calls,” repeat contacts from customers seeking general information or checking on orders. “Now, with Genesys Cloud, we usually know why the customer is calling and connect them faster to the agent with the best skills,” added Tebiro. “That varies between appointment scheduling for straightforward chip repairs to more complex requests to look up specific vehicle models and arrange correct fitting and windscreen replacement.” Smarter IVR, routing and skills-matching has enabled Carglass® to raise service levels. This has resulted in 3.6% fewer abandoned calls and an 8.5-second reduction in average handle time. Between these and other gains, the move to the Genesys Cloud solution has contributed to a 1.5% improvement in conversion rates — the efficiency from first contact to receipt of payment. For a high-volume business like Carglass®, that represents a significant financial gain. Freedom to innovate Because the Genesys Cloud solution is built with open APIs, it fits well within the Carglass® experience center vision, which is assisted by pre-built integrations and applications. It also allows for a thriving developer community to offer tips and advice. Carglass® intends to add chat next, followed by email, SMS, social media and outbound dialing — all managed from a single omnichannel desktop. And now, artificial intelligence is firmly in range, allowing customers to self-serve using virtual assistants for frequently asked questions and basic tasks like fixing appointments. “The changeover went very well, and we now have the right foundations to push on and build our experience center,” concluded Tebiro. “I’ve also been impressed with how responsiveness the Genesys teams are and how they helped the project run smoothly.” Always there for employees The IT-friendly nature of the Genesys Cloud platform has allowed Carglass® to be there for essential workers, delivery drivers and those who can’t work from home during the COVID-19 pandemic. “Even in an unprecedented pandemic situation like now, windscreens and other vehicle glass parts get damaged,” said Tebiro. “So, customer service had to be solid and technology has to enable flexibility. Within two to three hours, we created new call queues and IVR messages in Genesys Cloud, compared to two to three weeks with our old solution. And our Net Promoter Score has remained consistently strong throughout.”

4-week migration to Genesys Cloud12% rise in service levels10% reduction in handle time8% drop in abandoned callsTransport options take off in more cities CarTrawler is the leading B2B provider of car rental and mobility solutions to the global travel industry. The company’s end-to-end technology platform expands airline and travel partners’ offerings to their customers, creating substantial ancillary revenue opportunities. CarTrawler provides unrivaled breadth and depth of content worldwide, including car rental, private airport transfer and ride-hailing services. With twin contact centers in Dublin and Cairo, CarTrawler uses a follow-the-sun customer service model. These operations previously ran on the Genesys Multicloud™ solution as well as various standalone systems. “While we were happy with Genesys Multicloud, we wanted to be more self-sufficient and hands-on, particularly when optimizing our apps and services,” said James Waghorn, Director, Customer Contact at CarTrawler. Smooth migrations CarTrawler shortlisted three proposals before choosing the Genesys Cloud platform. Then the COVID-19 pandemic struck. “We went to 100% home working and seamlessly switched to Genesys Cloud four weeks after without any significant IT issues, service disruption or productivity drops,” said Waghorn. Implemented by leading IT and communications provider, DigitalWell, Genesys Cloud was subsequently integrated with EdgeTier artificial intelligence ticket handling — optimizing service with phone, email and chat conversations efficiently managed from a single screen. “We were set up with Genesys Cloud to professionally white label our services and achieve all the system enhancements we wanted, like multilingual 24/7 support, queue busters and back-office integrations,” said Waghorn. Initially, the solution connected 200 agents in both contact centers with seamless call handling and real-time data from the company’s Salesforce CRM system — resulting in valuable time savings. Agents instantly pull up customer histories and make calls directly from Salesforce. Solid results in challenging times With travel plans thrown into disarray, CarTrawler dealt with huge call volumes as customers tried to change bookings or get refunds. Fortunately, integrating Genesys Cloud and its PCI Pal payment system eased concerns, enabling agents to steer customers through the process. Despite the unforeseen challenges of increased demand and having to adapt to remote working, the company excelled. Service levels improved by 12% after three months on Genesys Cloud. And average handle times and abandon rates dropped by 10% and 8%, respectively. Future game changer Innovation shows no signs of slowing. CarTrawler and Wren Data are designing a solution that automatically reserves agents with specific language skills and matches them to customers waiting in the queue. That helps when agents proficient in other languages are tied up on local calls their colleagues could handle. “This could be the next game changer in terms of improving our customer experience and lowering service and recruitment costs,” concluded Waghorn. “It’s another example of how quickly we can now spin up new projects.”

37% reductionin cost per contact16 point increasein digital contacts89% increasein agent productivityTransforming customer experience Cathay Airways understands the importance of going the extra mile for exceptional customer experiences. The organization is endeavoring to establish itself as one of the world’s greatest service brands, which starts and ends with ensuring customers are delighted with their service interactions, regardless of the channel they use. This commitment is reflected in the airline’s contact center strategy — and influenced its decision to implement a cloud-based customer experience (CX) platform. A previous legacy platform had outlasted its utility and was no longer strategically compatible with the airline’s operational goals. The limitations of this outdated system prompted Cathay to search for a new solution that could better support its ambitions and enhance its customer experience. After conducting extensive research of multiple platforms and vendors through an RFP process, the airline landed on Genesys, thanks to its reputation as “a leading, multichannel platform provider,” said Linjo Oommen, Global Head of Customer Contact Center at Cathay. “What we also particularly liked about Genesys is its ability to integrate with multiple channels, as well as its vision for the future,” added Oommen. Transforming customer experience Cathay Airways understands the importance of going the extra mile for exceptional customer experiences. The organization is endeavoring to establish itself as one of the world’s greatest service brands, which starts and ends with ensuring customers are delighted with their service interactions, regardless of the channel they use. This commitment is reflected in the airline’s contact center strategy — and influenced its decision to implement a cloud-based customer experience (CX) platform. A previous legacy platform had outlasted its utility and was no longer strategically compatible with the airline’s operational goals. The limitations of this outdated system prompted Cathay to search for a new solution that could better support its ambitions and enhance its customer experience. After conducting extensive research of multiple platforms and vendors through an RFP process, the airline landed on Genesys, thanks to its reputation as “a leading, multichannel platform provider,” said Linjo Oommen, Global Head of Customer Contact Center, Cathay. “What we also particularly liked about Genesys is its ability to integrate with multiple channels, as well as its vision for the future,” added Oommen. Ensuring a smooth take off The airline’s mission of delivering enjoyable customer experiences every time includes enabling customers to contact the airline through the channel of their choice in their preferred region. This includes apps like WhatsApp, WeChat and KakaoTalk, traditional voice calls and web messaging, as well as a robust presence on social media. These interactions all land at the Cathay global contact center operation, which spans six major hubs and multiple satellite sites that support local markets. The airline’s 1,500 advisors handle some 500,000 contacts across its various messaging channels per month. Cathay needed a scalable solution but didn’t want to invest in a massive project to deploy a CX solution across all its hubs. “After learning that the solution was available on cloud, it was pretty much a no-brainer for us to go with Genesys. Genesys was the solution that ticked all the boxes for us,” said Oommen. The airline was able to tick the box on a smooth deployment. Oommen said that the migration experience was straightforward and seamless. “The entire project was delivered in four phases and in under two years,” he added. This implementation also enabled Cathay to meet its goal of allowing customers to more easily get service whenever and wherever they need it. “We’re able to execute our ‘follow-the-sun’ strategy, which allows our customer contacts to be answered by the next available advisor in one of our hubs, regardless of time, anywhere in the world,” said Oommen. The Genesys solution has also helped Cathay to simplify customer journeys. The airline now uses Genesys Cloud Predictive Routing to direct a specific contact type to the next available advisor with the right skill set, delivering streamlined service for the customer and greater operational efficiency. Ensuring a smooth take off The airline’s mission of delivering enjoyable customer experiences every time includes enabling customers to contact the airline through the channel of their choice in their preferred region. This includes apps like WhatsApp, WeChat and KakaoTalk, traditional voice calls and web messaging, as well as a robust presence on social media. These interactions all land at the Cathay global contact center operation, which spans six major hubs and multiple satellite sites that support local markets. The airline’s 1,500 advisors handle some 500,000 contacts across its various messaging channels per month. Cathay needed a scalable solution but didn’t want to invest in a massive project to deploy a CX solution across all its hubs. “After learning that the solution was available on cloud, it was pretty much a no-brainer for us to go with Genesys. Genesys was the solution that ticked all the boxes for us,” said Joe. The airline was able to tick the box on a smooth deployment. Linjo said that the migration experience was straightforward and seamless. “The entire project was delivered in four phases and in under two years,” added Oommen. This implementation also enabled Cathay to meet its goal of allowing customers to more easily get service whenever and wherever they need it.  “We’re able to execute our ‘follow-the-sun’ strategy, which allows our customer contacts to be answered by the next available advisor in one of our hubs, regardless of time, anywhere in the world,” said Oommen. The Genesys solution has also helped Cathay to simplify customer journeys. The airline now uses Genesys Cloud Predictive Routing to direct a specific contact type to the next available advisor with the right skill set, delivering streamlined service for the customer and greater operational efficiency. Service and satisfaction soars Analyzing data from calls, web messages and all digital channels can help any organization uncover insights that can enhance customer experiences and optimize support services. Cathay was able to notably improve this capability once Genesys was in place. The airline monitors service-level data across multiple half-hour intervals to enhance its overall customer service proposition. “With the deployment of Genesys, we have much richer data now available. We’re able to more accurately track our service levels — an important metric for us — and we’re now meeting these targets consistently month after month,” said Oommen. Cathay also has better visibility into any service “hotspots,” which further allows the airline to improve abandonment rates and average speed of answer. Additionally, the airline saw an 89% increase in agent productivity, a 37% decrease in cost per contact and a 16 point increase in digital contacts. “As a result of both technological enhancements and our operating model enhancements, our Net Promoter Score has improved 7X compared to the baseline,” said Oommen, adding that “with the implementation of Genesys, we’ve also seen an uptick in customer satisfaction.” The benefits of the Genesys implementation have extended to the internal team, as well. “Our people are quite happy that they can access their schedules at their leisure and are able to trade their shifts or swap their breaks, et cetera,” added Oommen. Genesys Cloud Workforce Engagement Management (WEM) capabilities have helped the airline streamline processes by forecasting contact volumes with over 90% accuracy, optimizing employee scheduling and managing operations in real time. Service and satisfaction soars Analyzing data from calls, web messages and all digital channels can help any organization uncover insights that can enhance customer experiences and optimize support services. Cathay was able to notably improve this capability once Genesys was in place. The airline monitors service-level data across multiple half-hour intervals to enhance its overall customer service proposition. “With the deployment of Genesys, we have much richer data now available. We’re able to more accurately track our service levels — an important metric for us — and we’re now meeting these targets consistently month after month,” said Oommen. Cathay also has better visibility into any service “hotspots,” which further allows the airline to improve abandonment rates and average speed of answer. “As a result of both technological enhancements and our operating model enhancements, our Net Promoter Score has improved 7X compared to the baseline,” said Oommen, adding that “with the implementation of Genesys, we’ve also seen an uptick in customer satisfaction.” The benefits of the Genesys implementation have extended to the internal team, as well. “Our people are quite happy that they can access their schedules at their leisure and are able to trade their shifts or swap their breaks, etcetera,” added Oommen. Genesys Cloud Workforce Engagement Management (WEM) capabilities have helped the airline streamline processes by forecasting contact volumes with over 90% accuracy, optimizing employee scheduling and managing operations in real time. Future flight paths Cathay aims to be the digital leader in the travel category. To help reach that goal the airline plans to leverage AI to improve customer experiences, better orchestrate journeys and streamline workforce management operations. “We’d like to be able to track our customer journeys end to end with a view to optimize them and make them more fulfilling,” said Oommen. “That includes a particular focus on managing the customer’s experience through their most anxious moments, especially when there is a disruption or irregular operations that impact their travel plans. Genesys provides us with the right platform to build on this foundational capability.” The airline is also developing a more robust, channel-agnostic approach to service that will continue to allow customers to interact with the company however they choose and receive a consistent experience — as if all channels are acting as one. “As new channels emerge, we assess whether those should be extended to our customers. So, this is an ongoing exercise,” said Oommen. Also ongoing is the ability to continually innovate its customer experience. The Genesys Cloud platform enables that. “We have future-proofed our operations,” concluded Oommen. “And I’m excited to be working with Genesys on what the future holds for us.” To learn more about the solutions featured in this case study, visit www.genesys.com.

97% reductionin IVR numbers, from 70 to 2Real-timereporting and better visibility of KPIs10% risein customer satisfaction20% improvementin SLAs 400 agents movedto remote working in 48 hoursNear-zeroimpact on customersProviding best-in-class support Cegid knows all about performance-enhancing cloud technology. The company’s innovative Software as a Service (SaaS) solutions power over 200,000 clients in 75 countries — from accounting, finance and tax, and payroll to human resources, ERP and retail professionals. In addition to creating smart products, Cegid is passionate about providing the best support. With aging telephony systems and disparate data, this meant it needed to radically overhaul its information and communication system to a more agile cloud model. “Our former system wasn’t as flexible or adaptable as our business needed, which made it difficult to optimize inbound and outbound calls,” said Thierry Galvagni, CIO at Cegid. “It was also challenging to connect back-office systems, which meant customer records did not always follow the caller.” Supporting international growth Having scanned the market, Cegid opted for the Genesys Cloud platform. “We needed to move to a cloud-based solution to support our international growth and provide our customers with an experience that matched our in-house software,” added Galvagni. “Genesys Cloud met all of these needs.” Six months after deployment, that decision has served Cegid well. For instance, the solution enabled the company to make service improvements that weren’t attainable before, such as ticketing system integration and call flow optimization. Now, customers reach the right expert the first time and are served faster. The Genesys Cloud solution has allowed the company to streamline its 70 previous IVR numbers down to just two, simplifying management. Cegid agents have also experienced benefits from using Genesys Cloud. One example is improved access to historical and real-time customer data, allowing agents to provide a more connected experience. Other advantages include better visibility of performance indicators and greater reporting accuracy. “Since deploying Genesys Cloud, we’ve already increased customer satisfaction by nearly 10% and gained a 20% improvement in meeting our SLAs.” In addition, the company is now able to more accurately measure customer service effectiveness, and the company’s managers have greater visibility into specific KPIs. This has enabled Cegid to provide better training and more accurate reporting. Fast and responsive during a crisis The flexibility of Genesys Cloud solution was crucial in enabling Cegid to respond to the COVID-19 pandemic. Removing the need to commute has not only reduced stress for its employees, it’s also improved their safety and well-being. “Thanks to the agility of Genesys Cloud, we were able to get 400 agents working from home in just two days — with no impact on our customers,” said Galvagni. “We would never have been able to do this with our previous legacy supplier. Genesys has been a critical part of our COVID-19 business continuity plan in ensuring the health and safety our employees while continuing to deliver the high-quality service our customers deserve.” Keeping retail, payroll and HR systems running for Cegid clients — from long-established companies like Longchamp to independent small businesses and even self-employed taxi drivers — ensures the company keeps trading and emerges stronger. Seeing endless possibilities Cegid began its contact center transformation with its Lyon, France, location and plans to extend the solution to its 15 global subsidiaries in the near future. “We’ve tested Genesys Cloud to ensure it can scale to include every employee, and the solution has proven to be an effective, cost-efficient replacement for our contact center systems around the world,” added Galvagni. In addition, Cegid is considering integrating the Genesys Cloud solution with its CRM system as well as introducing artificial intelligence capabilities, such as voicebots, chatbots and predictive engagement.

Expanded serviceto more than 20 channels50%improvement in efficiency 200on-premise servers deactivatedFast, effective CX in the cloud Cielo is Brazil’s largest credit and debit card operator — and the leading payment system company in Latin America by revenue and market capitalization. In addition to capturing, transmitting, processing and settling financial transactions, Cielo sells television services, prepaid phones and similar products. But Cielo needed to transform its contact center and improve its customer experience (CX). Its top business challenges included increasing growth, improving financial results and controlling costs. IT complexity contributed to these problems, with service operations scattered over varying vendor technologies and support contracts. Agents continuously switched between systems and apps, struggling to serve customers and work efficiently. The situation was made worse by inconsistent processes and an inability to quickly scale and adopt CX innovation. “We wanted to raise service levels and make life easier for the customer, while becoming less reliant on third-party providers,” said Marcelo Ferreira, Technology Manager and Contact Center Leader at Cielo. A loyal long-time user of the Genesys Engage on-premises solution, Cielo opted to transform its CX by moving to Genesys Cloud. “Ten years ago, we felt Genesys had the best R&D, tools and products in the Brazilian market — and that’s still true today,” said Ferreira. “You only need look at the out-of-the-box integrations, fast deployment time and high user satisfaction.” Assisted by Genesys Professional Services and local contact center specialists Interaxa, Cielo completed a rapid, efficient migration. “From the moment the contract was signed, the implementation was quick and evolutionary,” added Ferreira. “We got everything up and running on Genesys Cloud within three months.” After speaking with several Genesys customers, Cielo put their trust in the Genesys™ solution. Designed for seamless omnichannel engagement, the Genesys contact center brings mobile, web, social, email and voice interactions into a universal queue that the company can manage from a single desktop. This helps Cielo advisors track customer journeys in real time; built-in analytics capabilities enable them to deliver superior and personalized service. Convenient, personalized communications Genesys Cloud now enables 1,500 agents to seamlessly manage inbound, outbound, email, chat and WhatsApp contacts through a unified desktop interface. And by adding Auvious Video from the Genesys AppFoundry® Marketplace, it builds closer personal relationships through new features like co-browsing, screen sharing and video calls. Its customer and employee experience is further enhanced through seamless operation between Genesys and Salesforce. “Achieving CRM integration and a 360-degree view across all channels has been a real game changer,” said Ferreira. “Customers used to contact us several times through different methods. Now, we’re able to serve them quicker and solve most issues the first time with less effort. Our agents are happier and don’t have to keep jumping between screens. We have seen a 50% increase in overall efficiency and significant Net Promoter Score uplift — key improvements that have a positive impact in reducing customer churn.” Convenient, personalized communications Genesys Cloud now enables 1,500 agents to seamlessly manage inbound, outbound, email, chat and WhatsApp contacts through a unified desktop interface. And by adding Auvious Video from the Genesys AppFoundry® Marketplace, it builds closer personal relationships through new features like co-browsing, screen sharing and video calls. Its customer and employee experience is further enhanced through seamless operation between Genesys and Salesforce. “Achieving CRM integration and a 360-degree view across all channels has been a real game changer,” said Ferreira. “Customers used to contact us several times through different methods. Now, we’re able to serve them quicker and solve most issues the first time with less effort. Our agents are happier and don’t have to keep jumping between screens. We have seen a 50% increase in overall efficiency and significant Net Promoter Score uplift — key improvements that have a positive impact in reducing customer churn.” Greater insight, better agility With its previous Genesys Engage solution, the company’s IT team managed around 200 onsite servers, as well as frequent security patching responsibilities. They also spent lots of time onboarding new agents and configuring desktops. “Now, with Genesys Cloud, we don’t need to install various applications on the user’s machine,” said Lucas Gami Silva, Genesys Product Owner at Cielo. “They simply access a webpage, log in and start receiving calls, chats and emails. And they can work from anywhere with a good internet connection. Now, because Genesys Cloud is so user-friendly, new agents are ready to go after simply watching videos. Training, which used to take about a week, can now be done in one day.” Along with faster troubleshooting, the IT team finds it easier to spot areas for improvement. “The Genesys Cloud Reporting is great for uncovering insights that inform our planning and decision-making,” added Silva. “That helps us present new ideas to the business like routing and outbound dialer improvements and further ways to reduce agent idle time. We also use it to monitor queues and generate alerts if waiting time exceeds pre-set levels.” Greater insight, better agility With its previous Genesys Engage solution, the company’s IT team managed around 200 onsite servers, as well as frequent security patching responsibilities. They also spent lots of time onboarding new agents and configuring desktops. “Now, with Genesys Cloud, we don’t need to install various applications on the user’s machine,” said Lucas Gami Silva, Genesys Product Owner at Cielo. “They simply access a webpage, log in and start receiving calls, chats and emails. And they can work from anywhere with a good internet connection. Now, because Genesys Cloud is so user-friendly, new agents are ready to go after simply watching videos. Training, which used to take about a week, can now be done in one day.” Along with faster troubleshooting, the IT team finds it easier to spot areas for improvement. “The Genesys Cloud Reporting is great for uncovering insights that inform our planning and decision-making,” added Silva. “That helps us present new ideas to the business like routing and outbound dialer improvements and further ways to reduce agent idle time. We also use it to monitor queues and generate alerts if waiting time exceeds pre-set levels.” Speeding further with market-leading AI Cielo is currently implementing Genesys Cloud Workforce Engagement Management for scheduling and quality management. It is also considering introducing voice-oriented Genesys Cloud Virtual Agents combined with the Genesys Cloud Agent Copilot solution. This would not only identify customer intent, but also present the agent with scripts to avoid delays, augmented with knowledge articles in real time.​ This artificial intelligence-powered approach could be extended to reduce after-call work by automating call summarization, wrap-up codes and reasons for call selections.​ “Genesys is a market leader and the one that brought the most practicality to our service model,” concluded Ferreira. “That gives us significant power in our contact center decision-making when it comes to offering our customers the best experience and products.” To learn more about the solutions featured in this case study, visit www.genesys.com.

108% improvementin call answer rate in first two weeks82% fasterASA compared to neighboring utility providers16X reductionin abandonment rate40% to zeroin staff turnover rate< 1 minuteaverage speed of answerSignificant decreasein escalations and complaints from customersSustaining a healthy residential and economic future Set amongst the exquisite landscape of Florida’s Tampa Bay, the City of Clearwater provides a wide range of quality, cost-effective public services to meet the needs of more than 117,000 residents and 14 million visitors annually. Front and center, the city’s Utility Customer Service Division is transforming customer and employee experiences — from the way it handles supply connections and bill payments to urgent emergency dispatch situations, such as gas leaks and water breaks. But it wasn’t always that way. An old basic phone system and lack of effective reporting, quality assurance and recording tools did little to inspire employees. “We had an answer rate of 47% and abandonment rate of 53%,” said Amy Sessions, Customer Service Division Manager at the City of Clearwater. “Callers had no idea of wait times. So, they’d get frustrated and drop, or phone the city manager’s office to complain. Everything was so transactional that it was almost robotic.” Empowering people to do their best work The first step in the turnaround was sourcing a solid cloud-based solution that would allow the City of Clearwater to start with voice and pursue a progressive roadmap for introducing digital channels, artificial intelligence (AI) assistance and automation soon after. “We wanted to create a safe, inclusive and positive environment for employees to grow and serve citizens with passion, empathy and kindness,” said Sessions. “Our conclusion was that Genesys had the best platform to achieve that.” In addition to optimizing routing and queue management (for both native and Spanish speakers), migrating voice services to Genesys Cloud opened a whole new world of functionality and analytics that weren’t available previously. Features like agent auto-answer with a queue alert whisper ensure all calls are answered by the first available advisor. Likewise, with Genesys Cloud Workforce Engagement Management, supervisors can move people in and out of queues, monitor live conversations and retrieve high-quality call and screen recordings at will. Moreover, the Utility Customer Service Division is thriving with positivity, opportunity and growth. Communication is free-flowing and department culture has permanently improved — all significantly enhancing call handling and satisfaction levels. Delighting customers Over a 10-month period, the city’s Utility Customer Service Division saw overall performance against service levels climb and hold steady at 85%. Out of 72,862 calls offered, an impressive 69,063 were answered, showcasing the power of Genesys Cloud. “Within the first two weeks our answer rate surged as high as 98%, a 51% increase,” said Sessions. “That figure averaged out to 95% with a mere 3% in abandoned calls.” In addition, average speed of answer (ASA) reduced to 53 seconds, significantly outperforming neighboring utility providers with ASA scores of five minutes or more. Callbacks, another newly introduced capability, achieved a perfect score of 100% with 2,651 requests addressed within an average response time of 48 minutes. Greater team engagement and motivation The enhanced performance and efficiency of Genesys Cloud has not only led to increased customer satisfaction but has also contributed to improved morale among team members, who now take pride in their ability to effectively fulfill their roles. “Doom and gloom have been replaced with fun and joy,” concluded Sessions. “The change in employee happiness has been so apparent that it’s been noted to other departments by our city manager who receives hardly any complaint calls or emails now. We’ve also seen staff turnover drop from 40% to zero, against an industry standard of 30% to 45%.” With the second phase of its transformational plan underway, the Utility Customer Service Division intends to leverage Genesys Cloud to improve email management and the website experience. The addition of a chatbot, another first, will help citizens get fast answers and self-serve for routine requests. Another AI-driven solution under consideration includes Genesys Cloud Agent Copilot to provide agents with real-time support so they can deliver speedier service to customers.

Two-week migrationto remote working93% answer ratemaintained9-point increasein colleague satisfactionOnboarded 130 newemployees within two daysHandled 700% risein social media activity15,000 extracomplaints absorbedStrong community ties The largest UK consumer co-operative, the Co-op Group includes food retail, funeral care, legal and insurance services. The Co-op Group has 4.6 million members, as well as 65,000 employees and over £10 billion in annual revenue. A team of 225 contact center colleagues led by Claire Carroll, Head of Sales and Service, manage around 2 million contacts per year across a full range of channels. The team is based at the Group’s head office in Manchester, UK. “Our vision is to be seen as brilliant when viewed from anywhere — delivering best-in-class customer satisfaction with deeper levels of insight and greater efficiency,” said Carroll. “Then COVID-19 struck, and the limitations of our on-premises model became apparent. We had no way of enabling home working and needed a solution fast.” Right from the start, the Co-op strived to keep its business running and its stores open — a significant challenge in itself — while doing even more to support local communities, especially the elderly, vulnerable and families at risk from the pandemic. Achieving these goals meant it had to accelerate its business transformation. Keeping the nation nourished Simultaneously, the Co-op had to maintain safe operations, increase its capacity and design new processes. Leveraging the integration skills and knowledge of its trusted partner IPI, the Co-op took advantage of the Genesys Rapid Response offer and migrated to the Genesys Cloud platform. Just two weeks later, the platform was in service and six weeks later, once sufficient laptops and headsets had been sourced, full remote working was enabled. “We were able to provide vital services during the pandemic when others were closing their doors and directing customers to websites and FAQs,” said Carroll. “We completely re-platformed our service center. That had looked to be a significant undertaking — if not an impossible task — but we did it in two months.” During the first national UK lockdown, the company’s food retail and wholesale business was hit hard as Co-op stores suffered shortages caused by panic buying. But service center traffic surges were efficiently absorbed, including over 15,000 additional complaints from customers worried about social distancing and a 700% rise in social media activity. “The Genesys platform enabled us to keep service levels unaffected pretty much throughout, with answer rates at 93% against our normal 95% target,” said Carroll. “The user interface was easy to get the hang of so our advisers could focus 100% on the interaction, rather than stressing about new technology.” Extra frontline services and resources The Co-op acted with thoughtful initiatives, skillfully coordinated and managed by agents working from home. It didn’t look to reduce or deflect service to automated channels. Instead, empathy and a caring voice at the end of the phone were vital parts of the customer experience. That was particularly true when handling difficult conversations. “With fast-changing COVID-19 guidelines, we trained 70 colleagues on funeral care skills, helping thousands of families say their goodbyes in ways that were strange for all of us,” said Carroll. Another initiative was a shopping service for vulnerable customers. To create the necessary capacity, the Co-op hired and trained 130 recruits on processes designed from scratch. “We got everyone up and running on Genesys within a day and a half,” said Carroll. “We took 25,000 calls in the first month, linking vulnerable customers with volunteers who could do their shopping and deliver it to them.” Shoppers were encouraged to donate unspent loyalty points to the Members COVID-19 Fund — raising over £500k as part of a £15 million response. Meanwhile, a community shopping program ensured customers who were quarantining or self-isolating had access to food and other essential supplies without having to order online. As foodbanks came under growing pressure, the Co-op donated £4 million-worth of products and advertising to support fundraising efforts. Co-op Academy schools also stepped up to continue the education, provision and care for 6,000 vulnerable children and those of key workers. All students eligible for free school meals received a £20 voucher they could redeem in food stores for every week that schools were closed. And customers were able to arrange free prescription deliveries across England using the Co-op Health app. The true measure of success Carroll points out that crisis response shouldn’t be commercially led or linked to return on investment. “We measure success as positive outcomes achieved for colleagues, members and the wider community,” she explained. The Co-op transformation has been a success by any measure. During the lockdown, colleague engagement in the contact center rose by 9 points — with over 80% of staff saying they had access to the systems and tools they needed to work effectively. With support from IPI and Genesys Cloud in place, the Co-op has eliminated legacy technology and single points of failure. Employees can work from anywhere, and its operations are future-proofed. Sales and Service even managed to deliver cost reduction targets agreed at the start of 2020 through a program of contact reduction, workforce optimization and process improvement. “We’re now completing our deployment of Genesys Cloud and are looking forward to the opportunities this will bring, starting with integration with our Salesforce CRM and full deployment of Genesys Workforce Engagement,” concluded Carroll. “Next, we want to be able to predict customer needs and plan to deploy new capabilities, such as intelligent routing, caller identification and speech analytics, to drive further service improvements.”

Over 80% of callscorrectly identified and routed by AI50% savings in TCOand enhanced integration possibilities$1 million savingswith 12% uplift in fix rates from video chat$5,000 savings from voicebotsexpected to reach $20,000 by year endIncreasedoutbound efficiencyImproved employee experiencewith workforce engagement featuresPerception shapers Coca-Cola wants to refresh the world, inspire moments of happiness and make a difference. Those at the forefront of this mission include Coca-Cola Bottlers’ Sales and Services (CCBSS). This shared services organization had looked after Coca-Cola partners and their end customers from three contact centers in Tulsa, Atlanta and Tampa. “We help shape the overall experience and perception of the Coca-Cola brand every day,” said Nicole Thomas, VP, Customer Care Center at CCBSS. “That ranges from fulfilling sales orders and resolving billing inquiries to troubleshooting vending equipment problems and arranging repairs.” But managing voice, chat and email interactions from three contact centers separately using Cisco, Verint and NICE inContact systems was tough. In 2017, a move to the Genesys PureConnect™ application provided much needed flexibility and interoperability, along with simpler reporting — and a 50% TCO savings. Native cloud benefits The COVID-19 pandemic prompted CCBSS to consider a more agile cloud-native architecture that was easy to scale up and roll back without additional costs. “New functionality and integrations through Genesys Cloud offered flexibility we never knew we could have,” added Thomas. “We had home-based agents up and running virtually with native workforce engagement management — and a better development cycle with regular releases and a strong innovation roadmap.” Home-based agents were virtually trained on Genesys Cloud over Microsoft Teams as part of a phased migration. “Our agents have had a very positive experience and say the solution is faster and easier to use,” said Thomas. “We also created real estate savings by going 100% virtual in Tulsa and consolidating to a single on-site campus in Tampa for customer care.” Greater insights and integrations One of the biggest revelations has been tightly integrating Genesys and Salesforce. For self-service, this integration introduces data actions that improve IVR applications. It also drives better agent-led conversations by automating screen pops and surfacing customer account information. In addition, PCI Pal integration enables agents to take secure credit card payments over the phone for equipment service repairs. Outbound communications are also more efficient. “Previously, a customer might phone in to place their order and receive a needless call later from our sales team,” added Thomas. “Now, that no longer happens because the system automatically removes their name from the call list, releasing our agents for other tasks.” To replace its previous post-call survey solution, CCBSS talked with several Genesys AppFoundry® Marketplace partners before opting for Mindful Feedback. “We took advantage of a free trial and quickly found we could do so much more, like simultaneously survey our SMS, email and chat channels,” said Thomas. “That provides our bottlers with greater insights into what their customers are saying.” Efficiency gains, happier employees Usually, a system migration would have required the company’s IT team to complete a series of stressful manual switchovers. “Those problems disappeared with Genesys Cloud,” added Thomas. “Also, we don’t have to provision softphones and we have neat tools like Genesys Architect to speed up interaction flow design. So, we only need two people to administer the system compared to three before.” CCBSS is leveraging Genesys Workforce Engagement Management and has noticed an improvement in speed and reliability from what it experienced with Genesys PureConnect. Agents can listen to their own calls, view their quality evaluations and even add comments to those evaluations. Resource planners and supervisors are spending less time generating reports, building out work schedules, and managing campaigns and time off. “Our agents appreciate real-time stats, like number of calls handled and talk time,” said Thomas. “Also, they can log in anytime to the Genesys Tempo mobile app and make a vacation request or view available shifts. We’ve received lots of positive feedback. They especially appreciate the flexibility of the app since they can access it when it’s convenient for them, even outside of work.” And with the introduction of speech and text analytics, CCBSS is finally able to see the big picture. “We quickly pinpoint where the real hotspots are without manually sifting through tons of data,” added Thomas. Reducing customer touches and transfers Previously, CCBSS was unable to identify customers phoning in and could have up to 10 or more different contact numbers listed in their profile. Those calls could be with local restaurant owners urgently awaiting equipment delivery or a repair. The move to Genesys Cloud solved that problem by putting artificial intelligence (AI) firmly within reach. Coca-Cola created its own voicebot using Genesys Dialog Engine Bot Flows and relies on Intent Miner to automatically create intent models. As a result, its partners and their end customers benefit from faster service and no longer have to repeatedly provide their details. Instead, an account finder voicebot discovers the caller’s identify and intent before connecting them to the best-fit agent. Results during the first six months have been extremely promising. “Our voicebots have been a huge win, correctly matching from a list of 30 different intents in over 80% of cases,” said Thomas. “Now, our agents spend less time on the phone and resolve more queries first time. We’ve already saved nearly $5,000 and expect that figure to reach $20,000 by year end.” Seeing how to fix problems The company also leveraged video-enabled chat from Help Lightning, a Genesys AppFoundry partner. Unlike before, CCBSS technicians can work virtually alongside customers in solving their most complex problems. “Video chat allows our technicians to physically see what the customer is seeing,” concluded Thomas. “For example, if a beverage machine has stopped pouring, they can use virtual reality to circle things or point to a particular gauge or part for the customer to check. That’s not only improved our fix rate by 12% but also saved over $1 million in site visits.” Looking ahead, CCBSS plans to expand chat, SMS and video chat services, while continuing to raise experience and productivity through Genesys and Microsoft Teams integration.

269% ROIwith 4.8 month payback20% increasein call volume without adding agents11-13% decreasein average handle time$50,000 savedannually with reduced overflow calls21% decreasein agent idle time10-point risein adherence levels, from low 80s to mid-90sGoing beyond the phone to serve customers Company Nurse is an ally in workplace injury management, helping companies navigate the complicated and time-consuming process of completing incident reports and responding to information requests. To get workers’ compensation claims off to an ideal start, Company Nurse has registered nurses available 24/7/365 to triage workplace injuries when they occur. With one call, injured workers get the care they need, without delay. One challenge Company Nurse faced was maintaining high engagement with a rapidly changing workforce. With more millennials and Generation Z workers entering the workplace, and with companies becoming more distributed, Company Nurse needed to ensure that injured workers could connect via multiple channels. When that doesn’t happen, workers don’t get the care they need, and the company’s productivity suffers. And, for Company Nurse, that means missed revenue opportunities. Seeking a competitive advantage amid a shifting workforce, Company Nurse knew it needed to innovate its contact center with an omnichannel approach. “We had to go where the customers are going, which is beyond the phone channel,” said Henry Svendblad, CTO, Company Nurse. “By using Genesys Cloud to expand the number of ways to contact Company Nurse — phone, text, chat and beyond — we could improve the likelihood that an injured employee would contact us and increase our ability to capture workplace injuries.” The path to the cloud With its previous system, Company Nurse had no way to provide an omnichannel experience. The legacy on-premise system was also cost prohibitive; getting users set up with IP phones was cumbersome. It was also expensive to maintain and manage. Metrics were an issue, too. Company Nurse had no real-time visibility into contact center operations and no effective way to organize data into configurable reports and measure KPIs. After evaluating a short list of vendors, the Genesys Cloud™ platform rose to the top. The cloud-based, omnichannel contact center product offered an exceptional user experience, reduced maintenance and combined all the features Company Nurse wanted — an easy-to-manage webRTC front end, an Amazon Web Services backend that enabled HIPAA compliance, as well as advanced workforce management, quality management, real-time reporting, and unified communications and collaboration (UCC) — all built into one product. “Built-in workforce and quality management set Genesys Cloud apart from competitors, which required the use of third-party solutions to deliver this functionality,” said Svendblad. Going beyond the phone to serve customers Company Nurse is an ally in workplace injury management, helping companies navigate the complicated and time-consuming process of completing incident reports and responding to information requests. It has registered nurses available 24/7 to triage workplace injuries and get workers’ compensation claims off to an ideal start. With one call, injured workers get the care they need, without delay. One challenge Company Nurse faced was maintaining high engagement with a rapidly changing workforce. With more millennials and Generation Z workers entering the workplace, and organizations becoming more distributed, Company Nurse needed to ensure that injured workers could connect via multiple channels. When that doesn’t happen, workers don’t get the care they need, and the company’s productivity suffers. And, for Company Nurse, that means missed revenue opportunities. The company knew it needed to innovate its contact center with an omnichannel approach. “We had to go where the customers are going, which is beyond the phone channel,” said Henry Svendblad, CTO at Company Nurse. “By using Genesys Cloud to expand the number of ways to contact Company Nurse — phone, text, chat and beyond — we could improve the likelihood that an injured employee would contact us and increase our ability to capture workplace injuries.” The path to the cloud With its previous Mitel system, Company Nurse couldn’t provide an omnichannel experience. The legacy on-premises system was expensive to maintain and manage; getting users set up with IP phones was cumbersome. And metrics were an issue. Company Nurse had no real-time visibility into contact center operations and no effective way to organize its data into configurable reports and measurable KPIs. As Company Nurse evaluated solutions, Genesys Cloud rose to the top with everything from innovative digital and workforce engagement management (WEM) services to open public APIs to a marketplace for third-party integrations. The cloud-based, omnichannel contact center product offered an exceptional user experience, reduced maintenance and combined all the features Company Nurse wanted in one product — an easy-to-manage WebRTC front end, an Amazon Web Services backend that enabled HIPAA compliance, real-time reporting, and unified communications and collaboration. “Built-in omnichannel and workforce engagement capabilities, plus an open API architecture for simple integration and development opened up possibilities we couldn’t get with another vendor, but what set Genesys Cloud apart was the configuration and orchestration across these components, creating an effortless experience for everyone,” said Svendblad. Innovating with Contact Center as a Service Company Nurse implemented Genesys Cloud for phone and email in a matter of weeks. It’s taking a phased approach to adding more channels like SMS, social media and web chat (including click-to-dial functionality), along with proactive contact functions like outbound dialing and push notifications. Genesys Cloud fits well with the innovative service model at Company Nurse; the company employs atypical agents who reside outside the traditional contact center operations. Its Injury Care Coordinators (ICCs) take the first report of injury. Calls then are transferred to a licensed nurse who handles triage, helping injured workers minimize pain and determine the necessary level of care: self-care, non-emergency or an ER visit. “Genesys Cloud is a beautiful, reliable tool that creates a positive experience for both our agents and our customers,” said Svendblad. “There aren’t too many instances where you can have a positive impact on every stakeholder in the process. With Genesys Cloud, we do.” The cloud-based solution ensures injured employees quickly get to the point of care with a valued service that shows compassion for their injuries. Companies can also keep insurance rates in check by only filing necessary claims. And managers and HR teams don’t have to deal with mountains of paperwork. Simple, seamless integration delivers competitive advantage With a composable all-in-one product, Company Nurse was able to direct development resources to higher-impact projects. Extensibility capabilities of Genesys Cloud made it easy for the company to quickly integrate with other cloud-based applications. Within the first month, its development team built an integration to link a Genesys Cloud interaction directly to the incident record in the triage system, Enspiri, using the platform’s open APIs. The integration not only improves agent productivity, but it also supports robust reporting — streamlining its ability to immediately distribute reports to the right stakeholders, from internal HR and risk departments to third-party lawyers and insurance companies. Company Nurse leveraged APIs to build a self-service risk management app to capture injury data in the field. A worker can start the injury-reporting process through their mobile device and then immediately engage the contact center. All of this significantly improves the worker experience and expedites the intake process. “Genesys Cloud is a building block,” said Svendblad. “It’s one of the foundations that our services are built on.” When the COVID-19 pandemic struck, Company Nurse used the Genesys Cloud platform to develop Lintelio, an innovative digital screening and triage guidance solution. Lintelio has evolved into a new business venture that allows organizations to proactively manage the health and safety of their employees. In less than a year, it has added 33,000 active users and is completing 100,000 weekly health transactions for over 100 organizations across 700 locations. Company Nurse uses third-party integration options, such as Brightmetrics, via the AppFoundry® Marketplace. Brightmetrics analytics and data visualizations have helped Company Nurse seamlessly create dashboards and reports to support the entire team. The wide visibility to Company Nurse teams and its customers, through these published customized dashboards, reinforces its value for transparency. Simple, seamless integration delivers competitive advantage Open, accessible APIs give Company Nurse opportunities to quickly integrate with other cloud-based applications. Within the first month, its development team built an integration to link a Genesys Cloud interaction directly to the incident record in the triage system, Enspiri. The integration not only improves agent productivity, it also supports robust reporting — streamlining its ability to immediately distribute reports to the right stakeholders, from internal HR and risk departments to third-party lawyers and insurance companies. Company Nurse leveraged APIs to build a self-service risk management app for capturing injury data in the field. A worker can start the injury reporting process through their mobile device and then immediately engage the contact center. All of this significantly improves the worker experience and expedites the intake process. “Genesys Cloud is a building block,” said Svendblad. “It’s one of the foundations that our services are built on.” Company Nurse uses third-party integration options, such as Brightmetrics, via the AppFoundry Marketplace. Brightmetrics analytics and data visualizations have helped Company Nurse seamlessly create a number of dashboards and reports to support the entire team and analyze data. The wide visibility to Company Nurse teams and its customers, through these published customized dashboards, reinforces its value for transparency. In addition, the company uses the Genesys Cloud APIs to perform intake and triage via chat (SMS) and webchat. Allowing a worker to begin a text conversation with an agent will increase injury capture, facilitate employee validation and continue to support a flexible, efficient intake process. “In the past, we lagged with technology, but now we’re leading with it, thanks to new capabilities gained through Genesys Cloud,” said Svendblad. “Our contact center technology is our differentiator to sell to new customers and help existing customers take full advantage of the services.” The company also uses open APIs to perform intake and triage via chat (SMS) and web chat. Allowing a worker to begin a text conversation with an agent will increase injury capture, facilitate employee validation and continue to support an efficient intake process. “We are technology leaders in our industry, thanks to the composability of Genesys Cloud,” said Svendblad. “Our contact center technology allows us to differentiate faster and adapt to change easier — spinning up innovative capabilities to help sell to new customers and better serve existing customers.” Real-time KPIs improve quality, workforce management The previous system at Company Nurse had limited insight into the KPIs that drove its business. With Brightmetrics, real-time data and automated reports give teams proactive opportunities to self-manage, improve and tweak settings that affect customer service. A team can adjust real-time alerts for abandoned calls or optimize the amount of time before a call gets handed off to overflow. This enables the team to capture a larger percentage of calls without affecting service levels. According to Svendblad, day-to-day improvements like these have made it easier and more rewarding for managers and teams alike. Company Nurse also uses Brightmetrics real-time analytics to actively monitor and improve the performance of two production queues where agents handle more than 500 interactions a day. A Brightmetrics Agent Report Card scores agents on quality and efficiency KPIs. Real-time adherence, intraday monitoring, built-in artificial intelligence-powered forecasting and auto-generation of schedules are delivered through native Genesys Cloud Workforce Engagement Management functionality and Brightmetrics. When it comes to building and managing a balanced scorecard, what had taken several hours a week of manual work in an Excel spreadsheet is now automated. Real-time KPIs improve quality, workforce management The previous system at Company Nurse had limited insight into the KPIs that drove business. But with Brightmetrics, real-time data and automated reports give teams proactive opportunities to self-manage, improve and tweak settings that affect customer service. The team can adjust real-time alerts for abandoned calls or optimize the amount of time before a call gets handed off to overflow. And that enables the team to capture a larger percentage of calls without affecting service levels. According to Svendblad, day-to-day improvements like these have made it easier and more rewarding for managers and teams alike. Company Nurse also uses Brightmetrics realtime analytics to actively monitor and improve the performance of two production queues where agents handle more than 500 interactions a day. A Brightmetrics Agent Report Card scores agents on quality and efficiency KPIs, including adherence APIs. Real-time adherence, intraday monitoring, built-in artificial intelligence-powered forecasting and auto-generation of schedules are delivered through native Genesys Cloud workforce management (WFM) functionality and Brightmetrics. When it came to building and managing a balanced scorecard, what had previously taken several hours a week of manual work in an Excel spreadsheet is now automated within Brightmetrics. According to Svendblad, this Brightmetrics balanced scorecard has been the catalyst for agent efficiencies by reducing the average handle time (AHT) for agents. ICC agents have reduced handle times by 11%. And RN agents reduced handle times by 13%. “Genesys Cloud WFM is a significant step up in sophistication in how we not only schedule and forecast our volume, but also in how we hold our agents accountable in adhering to those schedules,” said Svendblad. The company uses the Genesys Cloud solution to find balance, ensuring more efficient staff allocation. Lifting the IT burden The Genesys Cloud solution also minimized complexity at Company Nurse, easing the support burden on IT. The company opted to deploy Genesys Cloud Communicate seats for business telephony, enabling them to leverage the product as an all-in-one application for both CCaaS and Unified Communications as a Service (UCaaS) for simplified IT management. Before using the Genesys Cloud platform, Company Nurse relied on a third party for nearly all system moves, additions and changes. Now most of the changes are handled inhouse, saving thousands of dollars in additional expenses, resulting in a much better experience. The Genesys Cloud Communicate solution also facilitates the work-from-home model; all that’s needed is a decent web connection for the remote agent to make and take calls via a webRTC-powered softphone. According to Svendblad, everything is now easier to manage and roll out. “It just works — and it works well,” he added. In the past, Company Nurse had more than 300 queues — one for every inbound phone number. Any small change, like adjusting hold times, had to be applied to every queue. In the Genesys Cloud platform, the company consolidated to two production queues: one for ICCs and one for nurses. This makes it easier to tweak settings to optimize the number of calls captured and monitor key metrics to ensure a positive outcome. Combined with the flexibility of the product, the commitment of the Genesys team makes innovation possible. Company Nurse developed a custom interaction script that lets agents quickly transfer a call from one queue to another. After an ICC takes a call, the script pops up to allow the agent to select the appropriate state for that employer. With the click of a button, the agent can transfer the call to a nurse licensed in that state. “We posed a challenge to Genesys that they met and exceeded,” said Svendblad. “They’re not just a vendor, but a partner who has helped us to execute our customer experience strategy far beyond the initial implementation phase.” The company uses the Genesys Cloud solution to find balance, ensuring more efficient staff allocation. According to Svendblad, the Brightmetrics balanced scorecard has been the catalyst for agent efficiencies by reducing the AHT. ICC agents have reduced handle times by 11%. And RN agents reduced handle times by 13%. “Genesys Cloud Workforce Engagement Management is a significant step up in sophistication in how we not only schedule and forecast our volume, but also in how we hold our agents accountable in adhering to those schedules,” said Svendblad. Lifting the IT burden The Genesys Cloud solution also minimized complexity at Company Nurse, easing the burden on IT. The company deployed Genesys Cloud Communicate seats for business telephony, enabling them to leverage the product as an all-in-one application for both Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) for simplified IT management. Company Nurse previously relied on a third party for nearly all system moves, adds and changes. Now most of the changes are handled in-house, saving thousands of dollars in additional expenses — resulting in a much better experience. The Genesys Cloud Communicate solution also empowers the work-from-home model; all that’s needed is a decent web connection for the remote agent to make and take calls via a WebRTC-powered softphone. “It just works — and it works well,” said Svendblad. In the past, Company Nurse had more than 300 queues — one for every inbound phone number. Any small change had to be applied to every queue. In the Genesys Cloud platform, the company consolidated to two production queues: one for ICCs and one for nurses. This makes it easier to tweak settings to optimize the number of calls captured and monitor key metrics to ensure a positive outcome. The commitment of the Genesys team also makes innovation possible. Company Nurse developed a custom interaction script that lets agents quickly transfer a call from one queue to another. After an ICC takes a call, the script pops up to allow the agent to select the appropriate state for that employer. With the click of a button, the agent can transfer the call to a nurse licensed in that state. “We posed a challenge to Genesys that they met and exceeded,” said Svendblad. “They’re not just a vendor, but a partner who has helped us to execute our customer experience strategy far beyond the initial implementation phase.” Reaching record call volume without adding staff Since implementing Genesys Cloud, Company Nurse has seen record call volume — up 20% year over year. Initially, handling this increase with existing staff led to record revenue. By implementing callback queues, the company has also reduced the number of calls its third-party overflow partner handles, driving estimated savings of $50,000 per year. An independent study found that the overflow call savings, coupled with higher efficiency, has given Company Nurse a 269% ROI with a 4.8-month payback. “Take one small thing like callback queues and that’s real savings,” said Svendblad. “What we’ve done with our contact center is transformative in the industry and we’re just scratching the surface. I expect to see continued success around business growth, stakeholder satisfaction, efficiency and cost savings.”

Proof-of-conceptoperational within just a few daysFastimplementation Modernizedinbound capabilities Moved 99%of headquarter staff to remote work in three days Procurement. Simple. Fast. Comprehensive. That’s the customer promise of the Conrad Sourcing Platform, which offers products and services for business-to-business (B2B) and business-to-consumer (B2C) customers online. The company also operates 19 branches throughout Germany and has subsidiaries in 16 European countries. Conrad Electronic is one of the leading omnichannel providers for convenient, one-stop shopping of electronic components. It provides technical basics, special applications or tailor-made solutions. With 6 million product offerings from leading manufacturers, private brands and professional services, technical and electronic users can find whatever they need to meet their operations requirements. A focus on personalized service In addition to customized e-procurement solutions, B2B customers receive personal support and service from key account managers, inside sales agents and business consultants located at the company’s branches. But company officials believe a well-functioning platform economy requires more than just machines; it needs people, too. Customers know and trust that they’ll have access to people who understand their needs and who will support and simplify the buying process. To offer this level of personalized support, the company operates an efficient and fully staffed contact center. Inquiries are centralized at the headquarters and then segmented, routed and processed via inbound channels according to B2B customers and end users. In March 2020, Conrad Electronic faced the challenge of maintaining its excellent customer service during the COVID-19 pandemic, despite a lockdown and closed offices. As a technology pioneer, the company began its digital transformation early on. After the pandemic began, it only took three days to enable 99% of its employees at headquarters to begin working remotely. However, the company still needed an innovative solution to manage customer service. “We had to solve a lockdown challenge in a hurry,” said Olaf Koller, a colleague at the service provider NTT. It quickly became clear that the existing on-premises telephone system Conrad Electronic was using couldn’t meet user needs in the short timeframe needed without limitations — even when running in turbo mode. After a short market analysis and evaluation phase, the company selected Genesys Cloud. No time to hesitate The system integration was quick and the few technical challenges teams encountered were easily overcome. Previously, all incoming calls were centrally routed to the respective agents using the Telekom intelligent network, regardless of the agents’ location. Routing was designed to be highly customer-oriented and based on preset rules. So, the teams wanted to replicate this with the Genesys Cloud platform. This wasn’t a problem for NTT experts. “We were able to implement a test setup in the NTT cloud in just a few days. This meant that the first customer inquiries could be successfully processed immediately,” reported Koller. Once the proof of concept worked in turbo mode, Conrad Electronic switched to the Genesys Cloud platform with the entire inbound service. The company gave all agents in a home office or other mobile environment computers and headsets; they also were briefly trained on Genesys Cloud. All agents work in the cloud platform and answer calls for regions of Germany and Austria. The optimized routing rules for customer contacts are completely mapped in the platform. “We had to act fast due to the pandemic and are very pleased with both the scalability and the flexibility of the solution. Our long-standing partner NTT has performed quite well,” said Günther Oberhofer, Director IT Communication and Networks at Conrad Electronic.

150 employeesset up to work from home in just two days4% increasein resource use €150,000in savings anticipated5% improvementin response timesSimple integrationwith Guidewire insurance platformAbility to quicklyturn on new channels and featuresSiloed systems hindered agility ConTe.it is the Italian brand of Admiral Group, the leading car insurer with over 11,000 people and 7 million customers in the UK, Spain, France and the US. In a fiercely competitive market, the company combines highly competitive insurance products with top-quality customer service. Previously, operations ran on separate on-premises contact center systems from Cisco, VICIdial and Asterisk. With the Cisco solution approaching end-of-support, ConTe.it needed a more agile and blended approach. “We had all the drawbacks of siloed technology and work practices, and little scope for integrating systems and inbound and outbound teams,” said Francesco Del Gallo, Product Manager for ConTe.it. “We knew our customers were looking to engage through new channels, like chat and social media. So, it was important to get a unified solution with a proven omnichannel roadmap.” A move to home working in two days Having considered various offers, ConTe.it opted for the Genesys Cloud platform. The project quickly shifted to top of its priority list with Italy locking down after an early COVID-19 spike. “We got the green light and moved smoothly to full home working in just two days,” said Del Gallo. “It was comparatively easy to integrate our Guidewire insurance platform with Genesys Cloud.” The integration ensures that advisors always have instant access to the latest customer data so they can work much more productively when dealing with queries, creating new policies and processing claims. Quick hit with advisors and customers ConTe.it has seen excellent results within a few months. Now, around 150 advisors effortlessly switch between inbound and outbound calls, a perfectly blended workflow that wasn’t possible with legacy systems. “Our inbound and outbound teams enjoy greater job variety and feel more engaged,” said Del Gallo. “Bringing them together yielded a 4% improvement in resource utilization, which could save as much as €150,000.” Customers also notice the difference; they spend less time waiting to speak to an advisor, with an average 5% improvement in response time. And, when connected, they’re served faster with most issues resolved the first time. Partners in innovation ConTe.it is still to realize the full value of Genesys Cloud. The solution’s open APIs, smart AppFoundry partner tools, and embedded workforce management and automation capabilities will be key enablers as the company accelerates digital plans. Future additions include chat and social channels, initially Facebook and WhatsApp. Meanwhile, the company is considering Genesys Predictive Engagement to assist website shoppers and increase basket completion rates. “Our vision is to be known as the best insurance company for customer experience,” concluded Antonio Bagetta, CEO for ConTe.it. “We believe Genesys has the most complete cloud contact center offer and we look forward to our mutual collaboration as partners in innovation.”

96%Compliance attainment62%Rise in service level15%Reduction in abandonment rate

46% dropin agent interactions since launching bots 4% increasein answer rateReduction incall abandon rate

Retiredthree legacy systemsIdle time reducedfrom 43 minutes to zeroAccuratesupervisionThe Datamétrica Help Desk is the department responsible for back-office operations that resolve technical issues reported by consumers. Due to the lack of an adequate distribution strategy, employees had to manually select service requests, a process that took an average of about one-and-a-half minutes. Additionally, they had to use three legacy systems that were not integrated. The planning and management teams also had to dedicate a significant amount of time and effort to creating spreadsheets and reports in order to gather the necessary data and provide insights into team performance. To improve efficiency and maintain operational performance within a reasonable average, a report had to be manually updated and sent out every hour to monitor KPIs. Datamétrica partnered with Genesys to implement the Genesys Workload Management solution in a back-office operation with 120 service positions. This operation consisted of 15 teams with 320 technical agents responsible for handling over 390,000 monthly service requests from customers of a major Brazilian telecommunications company.

Automated 4 millionmonthly calls and 70 transaction types69% reductionin waiting time30-second reductionin AHT40% upliftin customer satisfaction20% improvementin IVR completion rate10% increase in employee engagementFulfilling customer requests wasn’t enough DenizBank Financial Services Group is one of the largest Turkish private banks, with 690 branches and more than 12,000 employees. To stand out, it wants to be the best in efficiency, cost and process management, customer experience (CX), and employee satisfaction. As an industry leader, DenizBank knew that simply fulfilling customer requests wasn’t enough. So, it leveraged the rich features and open architecture built into the Genesys Engage™ on-premises solution to create a unique proactive service model. The bank successfully integrated multiple touchpoints, including inbound, outbound, chat, video calls and self-service. And by orchestrating automation with a human touch, the bank incorporated a virtual voice assistant to spot and call customers who needed help. It also finely tuned call routing to deepen personal relationships with customers. Predicting customer needs with a human touch Working across departments, the bank created DENIZ, its virtual voice assistant built on the Genesys Voice Platform, by collecting samples of how customers talk when using IVR. Harnessing natural language processing and voice recognition technology, DENIZ doesn’t just pick up on words; it analyzes the customer’s previous interactions across other channels to understand the intent behind a question. Previously, DenizBank had been using touch-tone, directed dialog IVR systems with complicated menu trees. “That wasn’t popular with customers,” said Esra Turhan, Contact Center Senior Vice President at DenizBank. “We couldn’t work out why they were calling or harvest that data for future improvements. But we knew competitors were adapting IVR for call steering. That’s why we chose to go a step further.” DenizBank wanted to strike a balance between meeting its growing customer expectations and reducing its costs. “The difference between DENIZ and other assistant services is that it’s proactive,” Turhan added. “If a customer is having trouble with their PIN or needs a higher credit limit, it doesn’t wait until the customer gets in touch ― it calls them.” DENIZ processes around 4 million inbound and outbound calls a month — increasing service efficiency and boosting brand perception. Customers are given a natural, intuitive experience that’s just like talking to a live human. Using tools such as speech analytics to detect emotion, DENIZ can also tell when a caller is getting frustrated and assist them. If that means transferring a call, DENIZ provides the agent with a summary of the conversation so customers don’t have to repeat themselves. An innovative personal service experience DenizBank portfolio managers look after high-value accounts. Previously, they couldn’t always give clients their full attention because they had to deal with general incoming calls. “Our goal was to get closer to them and solve problems before they became an issue,” said Turhan. Now, thanks to Genesys intelligent routing, high-value customers are normally served by their dedicated portfolio manager in the contact center — regardless of which phone number or channel they use. For instance, if they call or initiate a chat the conversation is automatically intercepted and re-routed. And those interactions often take place over a video call for a more personal face-to-face experience. “As soon as a customer enters a local branch and takes a ticket from the system it notifies Genesys Outbound Contact Manager, which places a call with their portfolio manager,” added Turhan. “They then phone the customer’s mobile to see if there’s anything they can help with. Similarly, they are alerted if their customer has trouble using their card in a store or difficulty accessing their online account. Our personal service follows them around ― a first for Turkish banking.” Great for customers, employees and stakeholders Capable of handling 70 different transactions, DENIZ has been adopted by 60% of the bank’s customers who call the contact center. The bank has experienced a 69% reduction in average wait times and a 30-second drop in AHT. These service improvements have contributed to a 40% increase in customer satisfaction. Eased workloads allow staff to add the human touch where it matters most, while still meeting their productivity targets. “The synergy between our agents and DENIZ-powered processes is evolving into a most exciting partnership,” Turhan said. “For example, it automates the removal of simple repetitive requests and releases our agents for more fulfilling work. Our employee satisfaction rate is 70%, and we’ve seen a 10% increase in employee engagement.” Around 13% of sales are made through DENIZ without ever having to route through an agent — equating to an eight-figure increase in customer credit limits to date. A faster speed-of-answer has also reduced phone charges, while lower attrition rates are reducing recruitment costs. “We’ve increased satisfaction by engaging with customers at the right time, on the right channel and with the right-skilled person,” concluded Turhan. “We couldn’t have achieved these results without Genesys.”

Faster 24/7 responsewith cost-effective chatbot assistanceOne global queuefor WhatsApp and multichannel support requestsSaved 1.5 days of workper week, plus raised service levelsOvernight switchto remote workingGreater visibilityof business-impacting metrics like 100% call answeringCommunication barriers Pushing the boundaries for a decade, Dental Axess was founded with the firm belief that digital dentistry gives dental professionals new possibilities to improve patients’ experiences. Today, it leads the market in digital dentistry in Australia and New Zealand, and has established offices in Europe and North America. With a team across the world, it offers hands-on service through regional presence and global transfer of experience, tapping into trends, market development and state-of-the-art technology. The company is passionate about delivering first-class training and support — before, during and after its technology transition. Previously, operations ran on isolated VoIP telephony systems from different vendors. Consequently, sales, service and IT bore the pain. “Along with legacy system limitations, we wasted time transferring calls, handling different language requests and failing to collaborate with colleagues,” said Per Claesson, CEO and Co-Founder at Dental Axess. “We knew it was affecting customer satisfaction. Also, our clients tend to be busy with patients all day, so we needed ways of engaging them outside office hours.” WhatsApp blended into one global support queue Determined to put customers and employees first, the company considered various options before settling on the Genesys Cloud platform. “It’s very user-friendly with great reporting and management tools,” said Claesson. “Genesys introduced us to local partner, TechneValue, for a smooth migration. They went out of their way to understand our business, personalize design and suggest ideas to get more value from the omnichannel platform.” One idea was to integrate Genesys Cloud with WhatsApp, which is fast becoming the channel of choice for customer support. Before, technical specialists would receive inquiries and scramble to locate colleagues to translate emails or take calls. Or, if the message arrived as a social media post, they might have to break off to respond via mobile device. Further, specialists wasted time explaining how to initiate remote control sessions. “Now, with WhatsApp, clients send screenshots and pictures, and our specialists can quickly see the problem and show them what to do,” said Patricia Zoller, Marketing Manager at Dental Axess. “And they can juggle inquiries in other channels — all from their Genesys Cloud application.” Digitizing and streamlining support requests alone has improved productivity and saved about 1.5 days across the team, per week. Unlike before, specialists can start a WhatsApp conversation, while attending to other calls and messages. Issues logged on the company’s website now feed directly into Genesys Cloud, giving instant visibility from their desktops. This also saves time and removes the need to manage a separate queue. In addition to WhatsApp, the Genesys Cloud platform allows specialists to deliver a highly efficient omnichannel experience. They can manage phone, email, text, web chat and social media conversations that arrive via Facebook and Instagram more easily via a single desktop. And there’s only one global number for messages and one global support queue, which greatly simplifies quality monitoring and reporting. Artificial intelligence and integration possibilities TechneValue expertly assisted Dental Axess in creating a virtual assistant to extend weekday service to 24 hours and improve efficiency. The chatbot triages and resolves basic requests. More complex inquiries are identified quickly and routed to the best-placed specialist. If they need to check anything, they can use Genesys Agent Chat to get answers from colleagues. Service improvements don’t end there. “Next, we’re looking to integrate Genesys Cloud with Microsoft Teams and Dynamics CRM, reducing effort and making collaboration and customer relationship management even simpler,” added Zoller. Better sales campaigns and business steering Like many companies, Dental Axess drives new business through outbound campaigns and paid advertising on platforms like Facebook and Google Ads. “Having all our data in one place will make it easier to manage and nurture leads, for example, by feeding information from live chat to our CRM system,” said Zoller. The company has come a long way in a short time. Key performance measures like average handle time and first-contact resolution used to be hidden. When the COVID-19 pandemic forced companies to transition to remote working to ensure the safety of employees and their families, Dental Axess was already prepared. Six months after moving to the Genesys Cloud platform, the team safely navigated COVID-19 challenges and re-emerged stronger. “We issued staff with headsets and laptops and switched to remote working in one day,” concluded Claesson. “Now, customers have more ways to get in touch and we have much better visibility and control over metrics to steer the business — like a 100% success rate when answering calls. Now we have the tools to do that.”

14-day pilotwith a 3-month overall project implementationImproved systemoperation efficiency from the startReal-time reportingat the push of a button The Deutsche Glasfaser group of companies plans, builds and operates mainly provider-agnostic glass fiber direct connections for private households and companies. Nationwide, it’s involved in the private sector for broadband coverage in rural regions and, for good reason, calls itself a “digitization engine for Germany.” To maintain this status, investments from financially strong partners have “turbo-charged” this engine so that the expansion of Fiber to the Home (FTTH) fiber optic networks accelerate massively in the coming years. The plan includes setting up more than six million connections for private households, companies and government institutions. As a result, the communications company is also expanding its service infrastructure. And the Genesys CloudTM platform is at the heart of this infrastructure. In a record two-week implementation phase, Deutsche Glasfaser Wholesale GmbH modernized its customer service infrastructure with the Genesys Cloud platform. Service employees can now automatically control and evaluate several thousand customer inquiries via partners, use the complete functionality of the system and integrate additional contact channels. Genesys partner, Damovo, carried out this extensive project and will also lead further infrastructure expansion. No central control Deutsche Glasfaser faced the challenge of fundamentally restructuring and modernizing its service infrastructure. Around 95% of the daily 4,000 to 5,000 inbound calls were processed via the telephone systems of the service provider commissioned for this purpose — a shortcoming for several reasons. “We couldn’t route the calls according to our needs; we also had to accept that we couldn’t integrate other contracted service providers into this environment and thus control the process centrally,” recalled Peter Basse, who’s responsible for the company’s telephony, workforce management and analytics. In short, the company needed to find a fundamentally new solution. After a short market research exercise, the company, located in Borken in the state of North Rhine-Westphalia, Germany, decided very quickly for a pilot project with Genesys Cloud. “We were impressed,” said Basse. Fourteen days later, including implementation and extensive tests, the first service employees could use the system. This excellent result very quickly led Deutsche Glasfaser to hand over the entire implementation to Genesys partner Damovo. In just three months, the completely new infrastructure was in place — and 340 service employees could access it. Successful from the start The first, most important goals of restructuring the contact center could be achieved right from the start. All calls now run via the Genesys Cloud platform; all service providers are prioritized and routed centrally through Deutsche Glasfaser. There is an overall waiting loop and a CTI integration with customer recognition. A Net Promoter Score customer satisfaction survey is also implemented using Genesys Cloud. Another very big plus for Deutsche Glasfaser is that it can add new functionality to the system itself. The company is technology-driven, hands-on and “wants to have sovereignty,” noted Basse. So, when it comes to requests from specialist departments regarding new functionalities, “We can implement them ourselves within an hour. You no longer need a ticket system or a service provider that takes 14 days to come back. We just set up a call flow design via drag-and-drop, and the job is done. It’s that easy in the Genesys Cloud,” added Basse. Reporting is similar. Whether it’s speed of answer, dropout rate or availability — all data can be conveniently extracted from the Genesys Cloud platform in real time without any effort. “In this respect, too, we‘ve experienced a significant increase in speed and a great advantage in flexibility and transparency due to simple handling,” said Niklas Bone, Business Analyst at Deutsche Glasfaser. “Our team leaders have a good gut feeling about the current service situation.” After the successful start, Deutsche Glasfaser intends to expand the use of Genesys Cloud, in cooperation with Damovo, just as quickly. The company is already using outbound functions to map campaigns. The integration of the email channels, which are partly operated by service providers and by Deutsche Glasfaser AG itself, is scheduled to take place soon. “However, our big goal is to use Genesys Cloud to serve all contacts that deal with customers in the medium term,” said Basse. He sees it as a great benefit “if the agents no longer have to switch back and forth between different systems.” Ultimately, the company wants to integrate new channels, such as social media or WhatsApp, into the cloud-based solution. The high level of technical competence within the company will certainly prove to be a significant gain in playing out these ambitious plans. “The cloud-based structure of the solution also makes it very easy for us and we seldom have to worry about background IT processes,” said Basse. The combination of simplicity and competence also has led Deutsche Glasfaser to appear as its own carrier, which operates the Genesys Cloud platform effortlessly on its own SIP trunks. “If we still have a technical problem, we know that we can rely on our partners Damovo and Genesys that everything is going very well,” concluded Basse.

22% increasein agent productivitySaved 23 secondsin AHTOver 20 hours savedper month in manual reportingEight hours saved each monthfrom eliminated maintenance and backupIncrease in averageCSAT scoreImprovedquality assuranceAlways at their side, anywhere on the road With more than 30 major clients, Digicall Assist specializes in providing independent emergency roadside assistance across Australia and New Zealand. The company works with leading automotive manufacturers, major insurance groups and fleet management groups to assist their customers. As Digicall Assist provides white-label services, the company represents its clients every day — directly helping in building their brands. Digicall Assist understands that customer experience (CX) is at the heart of why someone chooses roadside assistance. So, it embarked on an ambitious digital transformation project to level up its customer service capabilities and future-proof its services. Digicall Assist planned to upgrade its aging on-premises contact center system and introduce a custom-built technology to improve roadside assistance significantly. “Our mission is to deliver the very highest level of service and care to our clients and their customers. Now Digicall Assist is uniquely placed in the industry to deliver innovative brand differentiation for our clients based on their individual needs,” said Michael Curtin, Chief Executive Officer at Digicall Assist. Deploying the right help during challenging times Together with its partner, Synergy Enterprise Solutions, Digicall Assist implemented Genesys Cloud. Digicall Assist wanted a platform that allows it to integrate and develop custom solutions to differentiate within a competitive market. The API-first architecture and wide variety of out-of-the-box capabilities of Genesys Cloud align with those needs. “The flexible nature of the Genesys Cloud platform allowed us to easily interweave multiple systems to create one-of-a-kind experiences that wouldn’t have been possible with anyone else,” said Rebecca Goss, Contact Center Operations Manager with Digicall Assist. Perhaps the biggest win after adopting Genesys Cloud was building a custom API integration with a third-party SMS platform, dubbed InQ-IQ. In the past, Digicall Assist agents relied on customers to share their locations during a breakdown. But when the exact locations weren’t obvious, there were often long phone calls working with the customer to identify their location based on streets, suburbs or significant landmarks. As a result, roadside assistance providers were sometimes dispatched to the wrong places — contributing to delays for customers and extra work for agents. With InQ-IQ, an SMS is sent to customers as soon as their call connects to the IVR. From this message, customers access a web form to describe their issue. They seamlessly capture and upload a photo of their vehicle, which also captures GPS location data. By the time customers connect with an agent, the agent already has the information via Genesys Cloud and, most importantly, knows where the customers are. “The benefits of the new InQ-IQ are immediately clear when you hear the customer’s relief that we know where they are and are sending help. This same relief is felt on both ends, as the agents are very appreciative when they see this information pop up on their screen,” said Goss. The photo feature also helps agents to discern the actual situation and dispatch the correct service for the customers. By handling the complex process of location confirmation, InQ-IQ saves 23 seconds of average handle time (AHT). This has the potential to provide significant time savings across a 24/7 contact center; it makes a world of difference for customers stranded in the middle of nowhere. Bringing relief to customers in this manner is one of the feature’s best benefits. The ability to provide swift assistance to distressed customers right from the get-go contributed to improved customer satisfaction (CSAT) scores. “Imagine the possibility of locating customers in very remote locations where they simply do not know where they are. For example, they left Perth heading toward Cable Beach seven hours ago. While this is rare – it does not impact the overall contact center statistics materially – it completely changes the experience for the customers and is significantly better for the agent,” said Curtin. Harnessing the power of data to improve experiences The previous Digicall Assist dispatch system had limited integration with its legacy telephony solution; agents had to access it manually to search for clients’ policies based on their car registration numbers, which could cause delays. Together with Synergy Enterprise Solutions, the company customized an API integration between Genesys Cloud and its bespoke dispatch system. The integration allows the Genesys platform to identify customer policies correctly, based on customer phone numbers and the client line. Additionally, the solution automatically populates case information to the dispatch system, freeing agents of manual data input. This improvement results in reduced backend work, increased agent productivity and better CX. With the automation of case reporting, the company saved over 20 hours a month in manual work. Improving agent performance with an all-in-one approach Before adopting the Genesys Cloud platform, Digicall Assist experienced clunky reporting processes with the old system, requiring a dedicated email address to receive daily reports. Shift leaders also had to calculate each agent’s shift manually for the next day. Aside from being time-consuming, it also left the metric open to human errors. And it was hard to track agents’ time spent on and off queue because there was no real-time visibility of agent availability. Genesys Cloud mitigated the company’s reporting and workforce scheduling woes by providing robust workforce engagement capabilities. Easy access to reports allows team leaders to track and monitor agent performance — ensuring agents achieve their goal of 95% on-queue time. This saved around 13 hours each month in manual calculations. Digicall Assist also takes advantage of the professional development capabilities. Agents can now track their development progress. In the previous system, downloading a call was necessary to provide agents with feedback. Now, supervisors can instantaneously release calls and provide immediate feedback with call monitoring capabilities. And agents can view their performance statistics in real time. These capabilities encourage agents to set goals and engage in healthy competition, positively impacting employee engagement and motivation. “Call monitoring capabilities have made a real difference in how quickly our new team members can improve, particularly in handling tricky calls. Having near-instant reviews and coaching available as part of their on-the-job training means they feel much more confident going into the next call,” said Goss. With Genesys Cloud, Digicall Assist can put a greater emphasis on employee happiness. “We view the time saved as an opportunity to reduce stress and spend time on higher-value work,” added Goss. “When our employees are happy, customer experience improves, too.” Unlocking safety and productivity with a flexible platform The Genesys Cloud platform is compliant with the ISO 27001 data protection certificate, a crucial requirement for some of the company’s clients and prospects. “Given that our clients are under increasing scrutiny regarding data protection, the certification gives our clients the confidence that their brand reputation, as well as ours, is protected. The Genesys platform was a key part of this certification,” said Curtin. The old system also required complicated and time-consuming IT maintenance processes. The IT team had to coordinate its monthly or bi-monthly server maintenance with the contact center management to ensure service continuity. Also, at the onset of system issues, server restoration work from backup would require up to 10 hours, as the old solution lacked an automated failover setup. Digicall Assist eliminated most manual workarounds that happened previously during downtime, like using disaster recovery phones, and avoided impacted team members from going offline by implementing Genesys Cloud. The platform gives the company a greater degree of certainty and stability in rostering and managing workloads. The solution removed the complex backup and maintenance process, saving the company around eight hours each month. Now, Digicall Assist sees productivity gains across its business. Experienced agents are handling 22% more calls than they did in the old system. “Roughly, that translates to taking six calls per hour instead of five,” concluded Goss. “Multiplied across all agents over a 24/7 day, that’s a substantial increase in call handling.”

Bots do the workof 15 full-time employees at current volumesROI achievedwithin three monthsOver 90%availabilityImprovedservice qualitySeamless automationwith SAP integrationAI-powered voicebotshandle 40% of calls, including a wide range of casesDigital Dialog GmbH is a customer service leader with proven industry expertise. Most of its services are perfectly tailored to the publishing industry. The Düsseldorf, Germany-based company acts as a sales and service interface for its customers. Its focus is on inbound and outbound communications, contact center support and both non-voice and digital services. Thanks to its bots, Digital Dialog is a 24/7 service provider that reliably takes on outsourced tasks for its customers. Competitive publishing powerhouse As a wholly owned subsidiary of Rheinische Post Mediengruppe — one of the five regional newspaper publishers with the highest circulation in Germany — Digital Dialog must be able to act as a powerful cost-cutter in its core business. However, this undertaking is anything but trivial: for newspaper readers, morning reading is as important as their daily coffee; in most cases, delivery failures or delays lead straight to a phone call that the contact center must handle with empathy. “Nevertheless, we have set out to make customer service more cost-effective — and we succeeded in many respects with Genesys Cloud,” said Corinna Kaussen, Authorized Signatory of Digital Dialog GmbH. “The voicebots were designed to help us improve our service to readers by allowing them to voice their concerns without having to wait in line.” To ensure a smooth transition, Genesys partner VR Voice was responsible for implementing the project. Voicebots answer the calls To achieve the desired cost effects without compromising on quality, VR Voice worked with Digital Dialog to set up two Genesys Cloud AI voicebots. The result has been a tremendous success. “We can now have the bots handle a wide variety of different calls. As a result, we have achieved our goal of automating the handling of repetitive first-level inquiries and freeing up agents to provide customer consultations,” said Kaussen. For instance, at Digital Dialog, the bots handle the same number of calls as 15 full-time employees. It did not have to reduce headcounts when it implemented the bots; instead, it filled open positions with automation and gave employees the opportunity to qualify in more advanced areas. Now, more than 40% of all calls are handled entirely by the bots. “The fact that this works so well is also due to the fact that our customer uses humanized bots, which are not even perceived as complete automation by a good proportion of customers,” said Karsten Raßmann, Managing Director of Genesys partner VR Voice. Engaged employees, empowered workforce The AI bots take over necessary tasks like storing credit notes in SAP, initiating subsequent deliveries and ensuring that vacation expenses are donated to social causes. They also provide the digital codes that customers can use to read an e-paper in the event of a replacement. The required agents work flexibly from home and can conveniently use Genesys Cloud from there. Announcements in the IVR can also be made flexibly if, for example, there are increased delivery difficulties in a delivery area due to weather conditions. Digital Dialog has also connected its own reporting system to Genesys Cloud, providing it with valuable business insights. With Genesys Cloud Workforce Engagement Management (WEM), personnel deployment and forecast planning are also being leveraged within Genesys Cloud, as is quality management and sentiment analysis. “Our quality manager is very pleased to have access to WEM capabilities because it means she can access all data from a single solution,” said Kaussen. KPIs on the rise The most important KPIs have risen sharply thanks to the use of AI-powered voicebots. “We are currently recording an availability of well over 95%,” said Kaussen. The service levels meet agreed-upon goals. Because the bots recognize entire sentences, not just keywords, newspaper readers find it easy to interact with the new technology. “I can say quite clearly that automation and customer centricity do not have to be in conflict with each other,” concluded Kaussen. “The voicebots equipped with artificial intelligence are an absolute gain for us. The return on investment in just three months also speaks for itself.”

Complete inboundand outbound telephony across EuropeSeamlessMicrosoft integrationAdditional digital processes plannedSecure foundationfor the omnichannel futureWith around 1,700 employees across Europe, DKV Euro Service GmbH & Co. KG is an affiliate of the global DKV Mobility Group. The affiliate based in Ratingen, Germany deals mainly in fuel cards for commercial customers, offering high-quality services that ensure client mobility. In fact, with millions of fuel cards and on-board units now in circulation — and 12 billion euros transaction volume — DKV Mobility is a leading European platform for on-the-road payments and solutions. The company’s product portfolio also comprises numerous other mobility services made available by the DKV Mobility Group. For example, DKV Euro Service helps customers contact the nearest garage in case of a breakdown, supports toll station payments and even provides cash on the spot when it’s needed urgently. DKV Card+Charge enables clients to charge their electric vehicles at around 310,000 public charging points. And customers can now access DKV services using a powerful mobile app that will automatically identify the gas station where the user has stopped. The driver then only needs to specify which gas pump they want to use and confirm the transaction — before driving off without having to process a payment. In the digital era, DKV Euro Service has continuously adapted its internal processes as it’s transitioned toward omnichannel service — prompting it to modernize its communications infrastructure with the Genesys Cloud platform. This transformation project was executed in cooperation with Genesys partner VR Voice GmbH, a Dortmund-based company specializing in consultancy, implementation and operations services for digital communication solutions. A secure foundation for the digital future Because of its complex IT requirements, the company’s existing environment and PBX system had reached their limits. “As part of our overall IT strategy, we are currently migrating many workloads to the cloud,” said Robert Trojan, Team Manager Workplace and Network Services at DKV Mobility. “For this reason, and because of the incompatibility of our plans with our current service infrastructure and solution, Genesys Cloud was shortlisted early in the process.” Specifically, DKV Euro Service relies heavily on two cloud-based tools: Microsoft Dynamics CRM for customer care and Microsoft Power BI for reporting. Its new cloud contact center solution had to seamlessly integrate these tools, while also providing superior omnichannel functions and interfaces to partner systems. “In this regard, Genesys very quickly proved to be the most powerful solution for customer communication,” added Trojan. Growth on a scalable platform With the support of Genesys partner VR Voice, DKV Euro Service managed to control its implementation costs by sticking to the tried-and-tested motto: Start small, grow fast. The company began with 30 agents — increasing this number to 250 agents across 14 European locations over the span of 18 months. As of August 2022, there are 530 agents across 15 European countries. Today, the solution is used for all its telecommunications processes in customer service, as well as telemarketing and omnichannel sales. “Genesys Cloud is one of the most powerful omnichannel tools available,” said René Appel, Process Manager for International Sales Steering at DKV Euro Service. “It is great to be able to start small, within a suitable budget.” Preliminary reactions after the successful telecommunications rollout of Genesys Cloud are extremely positive. “Inbound, outbound and service calls are now processed via Genesys Cloud, with exceptional integration of Microsoft CRM and fully automated routing, just as we imagined,” said Appel. The specific point of contact is chosen by each customer individually — not by DKV Euro Service. How customers access the company’s communication channels doesn’t matter because the CRM solution can draw on their contact data to identify them. Genesys Cloud then uses skill-based routing to place each call with the best resource. This complex allocation process is based on a special “virtual group” routing strategy developed by VR Voice. This means that each customer group — from garages to small haulers to enterprise customers — has its own specially qualified agents. For example, if one agent is on vacation, their calls are forwarded automatically to another agent in the same virtual group — an expert with the same qualifications who can provide any help needed. Under no circumstances are calls passed on to another team. “We want to use this approach to fully meet the requirements of our customers and increase their satisfaction,” said Appel. Exemplary software integration Another benefit has been the seamless integration with Microsoft Power BI, which has enabled DKV Euro Service to monitor the use of Genesys Cloud and generate highly actionable results. Workforce planning, overflow rules and the handling of VIP customers can now be fine-tuned. “The requirements of telemarketing agents are different from the requirements of customer service agents,” said Appel. “So the highly adaptable solution has been streamlined for each department to avoid implementing too many functions.” Future plans Since the rollout of the omnichannel approach has been such a resounding success, decision-makers at DKV Euro Service are planning further changes. One big topic is the integration of new channels, such as email or messenger services, which would greatly accelerate text-based communication. When an email is received, for example, the Genesys solution can automatically analyze the content and identify the customer’s request using artificial intelligence. It then forwards the email to a suitable agent — and even suggests a response. Additionally, Genesys Cloud will be used to facilitate synchronous communication with the company’s online shop as well as social media communication and chat conversations. DKV Euro Services believes Genesys Cloud is the perfect solution to support its digitization and service strategy. The powerful omnichannel platform is designed for the digital processes of the future and seamless, reliable integration with software from other vendors.

30% reductionin call volumes90% resolution successrate with chatbots6.5% reduction in AHTwith predictive routingAgents have more timeto close more dealsIncreasedcustomer loyaltyConsistently highcustomer satisfactionSerial innovators The largest financial services group in Norway, DNB intends to remain the country’s preferred bank while driving for growth, the best digital solutions and lower costs. Key to its success is the amazing customer experience (CX) its agents provide throughout Oslo, Bergen, Gjøvik, Trondheim, Stockholm, Riga and several branch offices. These 1,500 agents handle 8 million annual interactions with voice, digital channels and work items centrally managed through the Genesys™ solution. This ensures high FCR and accurate forecasting across 200 agent skill sets and competencies. Intelligent self-service The bank’s digital-first approach, which helped absorb traffic spikes during the COVID-19 pandemic, began more than a decade ago. “DNB was one of the first Norwegian banks to offer an SMS service, enabling customers to check account balances and transfer money with just a few keystrokes,” said Jan Thomas Lerstein, Head of Emerging Technologies at DNB. “We introduced chat in 2009 and were an early adopter of social media and chatbots.” Results achieved to date include a 30% call reduction with a 50% reduction in the number of unresolved issues transferred from the chatbot to live agents, from 20% to just 10% of calls. Routing-optimized loans and mortgages The latest phase of the bank’s digital strategy focuses on using a wide range of AI and machine learning technologies to solve business problems. Specifically, it wants to explore how Genesys can optimize performance of its loan and mortgage teams above and beyond normal skills-based and bullseye routing. “As a financial institution, interactions regarding loans and mortgages are seen as particularly high-value interactions,” said Lerstein. “Routing these interactions to the best suited agent in a timely manner is crucial. The clients are often in ‘buyer’s mode’ and making sure that we can deliver on speed, quality and customer experience can determine whether the customer chooses to take the loan with us. So, we decided to pilot Genesys Predictive Routing to see if we could maximize our agents’ efficiency and skill sets. Our overall goal was to reduce handle and wait time.” Ensuring industry security standards Strictly adhering to financial services privacy laws, the company adopted a highly secure hybrid cloud setup. This meant DNB controlled and anonymized data onsite before it was pushed to the cloud for constant updates and refinement of the predictive model — without the need for local system changes. Genesys on-premises components used for predictive routing were deployed using containers, in line with the bank’s multicloud CX strategy. “Genesys helped build an AI engine using completely anonymized and encrypted data,” said Ketil Berge, Technical Lead at DNB. Allowing six months for planning and another six for testing, the pilot covered 90 agents managing 22 queues with an average of 46 concurrent agents. Incoming calls are identified via the Genesys Voice Portal and routed to the agent with the best matching skills and performance statistics. Above-and-beyond results DNB beat expectations and achieved a 6.5% AHT reduction, against an original target of 2.7%. And the bank’s extremely high customer satisfaction rate (5.8 out of 6) prior to Genesys Predictive Routing hasn’t dropped with the improvement in handle time efficiency. “We started to see benefits in the first week, which kept on improving with data updates and better matches,” added Berge. “There was also a significant reduction in queue time. And although we’re still awaiting the final results, we expect to see a positive impact on customer satisfaction and Net Promoter Score.” DNB has a tight routing integration with workforce engagement management. The selection of interactions to be routed to agents is based on their work schedules. Genesys Predictive Routing fit smoothly with this approach and took advantage of the predictability of agents and skills assigned to a specific activity at a moment in time. The solution delivered results both in agent and caller surplus scenarios. Like most innovation projects, the pilot uncovered some interesting insights. Post-pilot phases will focus on aspects such as finding the optimum balance between the use of technology and the personal development needs of the workforce. “Genesys Predictive Routing enables our agents to get to more high-value, time-critical calls and wrap them up faster,” concluded Lerstein. “That means they have more time to close more deals. And, most importantly, there’s less chance of the customer taking their business elsewhere due to queuing frustrations.”

More agile and competitivebusiness model12% increasein CSAT21% boostin FCR9% gainin productivity49%ROIMore automationand integration possibilitiesOwning a key customer journey A trusted partner to over 100 airlines, Dolfi1920 steps in when passengers need to recover, repair, or replace lost or damaged baggage. The first touchpoint is the company’s contact center in Warsaw, Poland, where 80 agents handle around 15,000 monthly interactions in 12 languages. Their work involves close coordination with colleagues around the globe. “The airline has the liability, but we own the customer journey in guiding them through the claim process and resolving luggage problems,” said Tal Fridman, Operations and Business Development Director Europe for Dolfi1920. “Our contacts tend to be one-off transactions. We don’t know the customer personally and, without a history, it’s hard to build close relationships.” Dolfi1920 has a clearly defined strategy to delight its customers — based around a functional and emotional customer experience (CX) executed in an agile manner. “We observe and analyze data to compare the customer’s expectations and actual experience, and then reverse engineer the processes to close gaps,” added Fridman. Rise of the hyper-connected traveler Since 2014, Dolfi1920 relied on Genesys PureConnect to meet its CX strategy, which included a remote agent capability. “Back then, we only had around 5% of seats working from home, which helped us respond to challenges like Monday staffing issues,” said Fridman. Six years later, Dolfi1920 went all-in with remote working. “The pandemic offered an opportunity for positive change,” said Fridman. “Forty percent of travelers today are digital-first consumers. They have shrinking attention spans and prefer digital interactions over calls. Also, as industry boundaries have evaporated, they compare our services with those of companies like Amazon, Uber and Starbucks.” These growing expectations put agents under even more pressure to resolve issues quickly the first time. And that meant accelerating experimentation and innovation times with digital technologies and Software as a Service models. Soaring with cloud-native tech Dolfi1920 migrated to Genesys Cloud because it offered several out-of-the box integrations and fast deployment capabilities. Other deciding factors included a highly scalable, cloud-native architecture; a simple user interface; and advanced routing and omnichannel capabilities. “We cloned configurations and went live with voice within a week — and by the second week we were fully migrated,” said Fridman. “It was the quickest, most seamless deployment I’ve ever witnessed. Our agents are happier and have a bird’s-eye view of the customer. Also, we’ve removed distractions like IT management and can concentrate on providing exceptional service.” The migration also enabled Dolfi1920 to address increased pressures — at the pace it needed to stay competitive. As a result, the business has seen a 12% uplift in CSAT, 21% improvement in FCR and a 9% increase in agent productivity. Building a workforce of the future Moving fully remote has provided the company with a wider recruitment pool. This includes students and people looking to return to work, as well as gig economy specialists who deliver secondary support using messaging apps. The company has not only reduced office space but also saved costs on IT staffing and flexible licensing. And it now has a solution that’s built for disaster recovery at no additional cost. “We saw a 49% return on investment, plus carbon reductions and other environmental benefits,” concluded Fridman. “Greater contact center elasticity means the business can adapt faster to events like seasonal peaks, airport strikes, pandemic-related travel restrictions and extreme weather disruptions.” Dolfi1920 plans to leverage Genesys to enhance digital self-service, with a chatbot handling most standard requests. It also intends to integrate Genesys Cloud with Salesforce for consolidated real-time data.

Bundling all communicationinto a single solutionThree-monthimplementation phaseEasy integrationwith SalesforceLower costs for telephonyImprovedscalability with cloudAbility to integratenew capabilities quicklyClients of German debt consulting company, eco24, have multiple needs and many related questions. But because of limitations with its previously existing communication systems, the company wanted to upgrade to a reliable, cloud-based and centralized communication solution. It needed to maintain a persistent overview of client requests, buffer sudden increases in communication volume and enable well-founded decision-making. The Genesys Cloud platform gave eco24 exactly what it required. Reaching its limits Because eco24 supports individuals in emergency situations — some desperate — and always involving serious obstacles, it must be a reliable, efficient and time-driven partner. “No waiting” is one of its business tenets. The same principle also applies to client communications, both inbound and outbound. “In all business areas, we had clearly reached our limits,” said Hans-Jörg Fadda, Managing Director, eco24. And these limits appeared in several areas at once. For example, eco24 had already been using Salesforce as a key CRM application for some time. However, it couldn’t integrate Salesforce into its previous contact center solution. Furthermore, the previous software was out of date. And, because eco24 is growing rapidly, it needed a system that could scale quickly. “Ultimately, the future viability of the new application was important to us,” said Fadda. “We didn’t want to change the provider again after 18 months because new functions could not be incorporated.” One central system for all uses “We chose Genesys Cloud because its fully cloud-based model appeared to be very promising for the future,” added Fadda. The company is now using the Genesys Cloud platform in all departments, from service to sales. More than 50 users are equipped with it, 15 of whom are service employees. “Since we are on a growth path, I expect these numbers to increase,” said Fadda. Currently, eco24 fields about 20,000 calls monthly. Right from the start, eco24 was able to easily connect Genesys Cloud to its critical Salesforce system via the existing interfaces — an extremely important criterion. Company clients sometimes have up to 100 separate creditors; related documents are equally extensive and vital. As a result, it’s crucial for the consultants to have all data conveniently available. The advantages of the cloud-based solution also bring two further benefits for eco24. In Göppingen, for example, the company relies on an Apple infrastructure. But, in its Halle location, it uses Microsoft-based computers, both of which can be managed simply via the Genesys platform. In fact, this flexibility was very helpful during the COVID-19 pandemic — 80% of the service employees began working from their home office. Everyone just opens the browser, puts on the headset and gets started. Flexibility, reliability and optimal resource planning Now, eco24 has a central communication system to provide high-performance service and conduct professional inbound campaigns. Scalability, future-proofing and flexibility mirror the company’s requirements. If potential clients contact eco24 through an internet form, for example, Genesys Cloud prioritizes the request and ensures these leads are contacted as quickly as possible. Because data and documents stemming from up to five departments are entered into a single system, users have more clarity in their contact with debtors — immediately. “Now employees always have everything on their monitor, even if a client account changes departments,” added Fadda. For example, if a client lands in a waiting queue, the IVR sets up an inbound call flow. The eco24 client then can decide whether she wants to be called back. When the employee is available, Genesys Cloud automatically initiates a callback. Assigning clients works in a similar way. If a person calls the sales department, Genesys Cloud exchanges information with the Salesforce system. Based on the phone number, Salesforce recognizes whether this person is an existing client or a lead — and plays this information back to the Genesys platform. The system then routes the call to the consultant instead of to sales. If a potential client contacts the company via web form, a campaign is initiated in Salesforce automatically, and the sales department distributes informational material. Two weeks after the mailing, the Genesys platform calls the potential client automatically — if he or she hasn’t already re-contacted eco24. With the Genesys Cloud solution as the central communications provider, eco24 reduced its telephone costs, saving resources. Because the previous two solutions used two separate telephone providers, less-expensive telephony wasn’t possible. And, thanks to the Salesforce and Genesys integration, the company’s reporting is now compact and consistent. Future messenger integration plans Shortly after the introduction of telephony, eco24 began to map its email routing via the Genesys Cloud solution. In the current follow-up project, new technologies such as live chat, SMS and messenger integration are already being implemented. “With Genesys Cloud, we will be able to use all new functionalities from one central system from one provider, which is important to us,” concluded Fadda.

$10,000 savings per monthin maintenance costs97.95%customer satisfaction rate28% increasein agent productivity12.64% dropin service claimsEnhanced managementof agents and service qualityA global eCommerce leader Edenred is a leading digital platform for services and payments that connects over 50 million users and 2 million partner merchants in 46 countries via approximately 900,000 corporate clients. In 2021, Edenred managed approximately $32 billion in business volume — primarily carried out via mobile applications, online platforms and cards. Its Brazilian branch operates three lines of business: Employee Benefits, with its Ticket brand; Fleet & Mobility, with its Ticket Log and Repom brands; and Payment Solutions, and New Markets with Edenred Pay. It’s an ecosystem of 130,000 client companies, 8.3 million employees and 500,000 stores. The company has administrative headquarters in São Paulo and Rio Grande do Sul with a workforce of 2,300 employees. It operates a contact center with 750 agents in Campo Bom, with contingency resources in Porto Alegre solely devoted to customer services for the Fleet & Mobility and Payment Solutions businesses. The challenges of an aging system For more than a decade, the Edenred Brazil Fleet & Mobility and Payment Solutions businesses used on-premises systems from two Brazilian companies — one for voice and another for chat — without the possibility of integration. When the voice provider discontinued its production and support, Edenred began its search for a new solution. Jéssica Mallach, Continual Improvement Coordinator at Ticket Log, headed the task of implementing the new contact center. A global eCommerce leader Edenred is a leading digital platform for services and payments that connects over 50 million users and 2 million partner merchants in 45 countries via approximately 900,000 corporate clients. In 2021, Edenred managed approximately $32 billion in business volume — primarily carried out via mobile applications, online platforms and cards. Its Brazilian branch operates three lines of business: Employee Benefits, with its Ticket brand; Fleet & Mobility, with its Ticket Log and Repom brands; and Payment Solutions, and New Markets with Edenred Pay. It’s an ecosystem of 130,000 client companies, 8.3 million employees and 500,000 stores. The company has administrative headquarters in São Paulo and Rio Grande do Sul with a workforce of 2,300 employees. It operates a contact center with 750 agents in Campo Bom, with contingency resources in Porto Alegre solely devoted to customer services for the Fleet & Mobility and Payment Solutions businesses. The challenges of an aging system For more than a decade, the Edenred Brazil Fleet & Mobility and Payment Solutions businesses used on-premises systems from two Brazilian companies — one for voice and another for chat — without the possibility of integration. When the voice provider discontinued its production and support, Edenred began its search for a new solution. “It was not feasible for an agent to attend to the two different channels, and it was impossible to consolidate information to efficiently manage customer services with that infrastructure,” said Mallach. To improve functionality and make it easier for agents to use, Edenred decided to replace this outdated infrastructure with a cloud-based omnichannel solution. “The transformation of our contact center into an omnichannel environment was made possible by Genesys in the cloud,” said Marcelo Mezzomo, CTO of the Fleet & Mobility business. “It provided the technology and data that allowed for full integration with our platforms and created a superior customer service experience.” The advantages of a contact center as a service model After evaluating a few other contact center solutions, Edenred determined the Genesys Cloud platform best fits its needs. Weighing in favor of Genesys was the fact that it was a global market leader, and several other Edenred locations globally were having success with the platform. “We chose Genesys Cloud for its omnichannel resources and the possibility of easy and rapid expansion in a high-availability environment,” said Mallach. The implementation began in June 2020, after six months of project design and planning. The Brazilian integrator Alctel supported the migration of 14 IVRs in just five weeks — and with all the agents working remotely due to the COVID-19 pandemic. “Alctel was amazing. It developed dashboards and made available the research of on-line post-contact satisfaction; it was totally flexible concerning deadlines and helped to resolve all the issues we faced when deploying the new solution. It was an excellent partnership, which still continues to add a lot to Edenred’s operations,” says Mallach. “Genesys entirely changed our contact center environment, operationally and economically,” said Günter Fischborn, IVR Telecom Specialist at Edenred Brazil. “We traded a decade-old, non-integrated on-premises systems for an omnichannel cloud solution provided as a service.” Moving to a contact center as a service platform has reduced maintenance costs. For example, the five racks used in a data center were replaced by just five servers — equivalent to one-eighth of a rack — decreasing costs by approximately $10,000 per month in data center space. Jéssica Mallach, Continual Improvement Coordinator at Ticket Log, led the task of implementing the new contact center. “It was not feasible for an agent to attend to the two different channels, and it was impossible to consolidate information to efficiently manage customer services with that infrastructure,” said Mallach. To improve functionality and make it easier for agents to use, Edenred decided to replace this outdated infrastructure with a cloud-based omnichannel solution. “The transformation of our contact center into an omnichannel environment was made possible by Genesys in the cloud,” said Marcelo Mezzomo, CTO of the Fleet & Mobility business. “It provided the technology and data that allowed for full integration with our platforms and created a superior customer service experience.” The advantages of a Contact Center as a Service model After evaluating a few other contact center solutions, Edenred determined the Genesys Cloud platform best fits its needs. Weighing in favor of Genesys was the fact that it was a global market leader, and several other Edenred locations globally were having success with the platform. “We chose Genesys Cloud for its omnichannel resources and the possibility of easy and rapid expansion in a high-availability environment,” said Mallach. An integrated solution with excellent results Now voice, chat and email channels are totally integrated. The WhatsApp integration will be completed in 2023 and will likely account for 30% of all contact center services. In addition, the EVA chatbot powered by IBM Watson is integrated into the cloud platform and the company’s CRM system. “The Genesys platform has proved to be an excellent option,” said Douglas Pina, Mobility Executive Director at Edenred Brazil. “We have managed to optimize the customer service resources and above all we have improved the productivity rates and satisfaction of our clients.” In line with internal compliance and security processes, as well as the Brazilian General Law of Data Protection, the Genesys Cloud solution also offers complete monitoring of its services. Now, it’s possible to record agents’ performance in real time and rely on accurate, accessible reports. “The data provided by Genesys allows for better decision making when it comes to staffing,” said Daiana Xisto, Service Coordinator at Ticket Log. “We can reallocate agents to the service queues with more demand, while improving agent evaluation and quality management.” By integrating its CRM system, internal service systems and Microsoft Power BI into the Genesys platform, Edenred has increased automation in its contact center — resulting in a 30-second savings in average handle time. And the Genesys native integration with Salesforce allowed for the average number of calls per agent to go from 18 to 23 per day — a 28% increase in productivity. Edenred has also increased efficiency. From 2020 to 2021, its number of service claims dropped 12.64%. “The greater efficiency and quality of customer service certainly played a part in the 48.7% increase in sales revenues Edenred Brazil posted in 2021 when compared to the previous year,” said Mallach. The implementation began in June 2020, after six months of project design and planning. The Brazilian integrator Alctel supported the migration of 14 IVRs in just five weeks — and with all the agents working remotely due to the COVID-19 pandemic. “Alctel was amazing. It developed dashboards and made available the research of on-line post-contact satisfaction; it was totally flexible concerning deadlines and helped to resolve all the issues we faced when deploying the new solution. It was an excellent partnership, which still continues to add a lot to Edenred operations,” says Mallach. “Genesys entirely changed our contact center environment, operationally and economically,” said Günter Fischborn, IVR Telecom Specialist at Edenred Brazil. “We traded a decade-old, non-integrated, on-premises system for an omnichannel cloud solution provided as a service.” With better customer experience, satisfaction improved to 97.95% in 2021. Agents and managers also praise the ease of use, audio quality and intuitive layout. “With Genesys we have report flexibility, indicators in real time and panels of activities that allow us to make adjustments very rapidly,” said Anilton Squena, Maintenance Operations Coordinator at Ticket Log. “As a practical tool, it helps the daily work routine and ensures the agent’s focus on providing a good service to the client, without wasting time and energy with difficult to use tools.” Moving to a Contact Center as a Service platform has reduced maintenance costs. For example, the five racks used in a data center were replaced by just five servers — equivalent to one-eighth of a rack — decreasing costs by approximately $10,000 per month in data center space. An integrated solution with excellent results Now voice, chat and email channels are totally integrated. The WhatsApp integration will be completed in 2023 and likely will account for 30% of all contact center services. In addition, the EVA chatbot powered by IBM Watson is integrated into the cloud platform and the company’s CRM system. “The Genesys platform has proved to be an excellent option,” said Douglas Pina, Mobility Executive Director at Edenred Brazil. “We have managed to optimize the customer service resources and above all we have improved the productivity rates and satisfaction of our clients.” In line with internal compliance and security processes, as well as the Brazilian General Law of Data Protection, the Genesys Cloud solution also offers complete monitoring of its services. Now, it’s possible to record agents’ performance in real time and rely on accurate, accessible reports. “The data provided by Genesys allows for better decision making when it comes to staffing,” said Daiana Xisto, Service Coordinator at Ticket Log. “We can reallocate agents to the service queues with more demand, while improving agent evaluation and quality management.” By integrating its CRM system, internal service systems and Microsoft Power BI into the Genesys platform, Edenred has increased automation in its contact center — resulting in a 30-second savings in average handle time. And the Genesys native integration with Salesforce allowed for the average number of calls per agent to go from 18 to 23 per day — a 28% increase in productivity. Edenred has also increased efficiency. From 2020 to 2021, its number of service claims dropped 12.64%. “The greater efficiency and quality of customer service certainly played a part in the 48.7% increase in sales revenues Edenred Brazil posted in 2021 when compared to the previous year,” said Mallach. With better customer experience, satisfaction improved to 97.95% in 2021. Agents and managers also praise the ease of use, audio quality and intuitive layout. “With Genesys, we have report flexibility, indicators in real time and panels of activities that allow us to make adjustments very rapidly,” said Anilton Squena, Maintenance Operations Coordinator at Ticket Log. “As a practical tool, it helps the daily work routine and ensures the agent’s focus on providing a good service to the client, without wasting time and energy with difficult-to-use tools.”

100% increasein sales50% increasein contact rate30% increasein NPS100% remoteworking due to COVID-19Edenred Mexico Digital transformation challenges Edenred is the global leader in transaction solutions for businesses, employees and retailers. In 1962, the French-based company created the “Ticket Restaurant,” a meal voucher. It was later extended to more than 46 countries. In recent years, the group promoted the digitalization of all its solutions worldwide. In Mexico, where Edenred currently has more than 3.5 million users, 35,000 clients and over 250,000 stores, the transformation process was executed quickly. In under three years, it went from 100% paper to 95% digital with a focus on mobile devices. “In this new stage, it was very important to find a partner that would help us optimize the end-customer experience. We wanted to have a 360-degree vision of the customer — a goal we had not been able to achieve,” said Aurelie Bagard, Director of Distant Sales at Edenred Mexico. An aim for innovation To manage the interaction with its customers, Edenred Mexico used an on-premises solution that prevented it from gaining all the competitive advantages it achieved after moving to the cloud. “The previous tool did not allow us to integrate it with our CRM. Executives had to move from one system to another to load information, and this is something that diminishes the value of the management. It was clearly not the right thing to do, since it caused them to waste a lot of time,” said Bagard. This wasn’t the only limitation. The predictive dialer also had serious restrictions; if there was an incorrect number when running an outbound campaign, it interrupted the whole dialing process. In addition, the platform was unstable, damaging the quality of a critical synchronous service like voice. Genesys Cloud deployment Edenred Mexico was looking for a new solution to transform a contact center that managed up to 80,000 contacts per month. The decision matrix included some key points: the need of a cloud computing platform, ease of integration with its CRM system, omnichannel capacity and cost. “We had the freedom to choose the tool we wanted. We did a thorough analysis and we concluded that Genesys Cloud was the best fit for our needs,” said Bagard. The implementation was executed according to the gradual-migration roadmap. The project began in March 2018 with 15% of the outbound team, and it continued at this pace for the next four months. The inbound operation of the contact center was implemented during a second phase. Success indicators multiply In just a few months, the Genesys Cloud platform’s technological innovation and high performance transformed customer management at Edenred Mexico, allowing a significant improvement in multiple KPIs. Since the platform was fully integrated with the company’s CRM system, contact center executives no longer had to copy and paste data from one screen to the other. This enabled them to double contact levels. In turn, the rise of this quantitative indicator was quickly correlated with a qualitative satisfaction metric, like the Net Promoter Score (NPS). “Driving the client centrality allowed us to improve the NPS by 30%, an extremely positive achievement,” added Bagard. The automated predictive dialer works seamlessly. And the follow-up call scheduling, along with voicemail, are new features that increased agent productivity. “The improved performance achieved through the Genesys Cloud platform allowed us to double the conversion rate, meaning sales increased by 100%,” said Bagard. Stability for remote workers “What if my executives one day have to work from home? An on-premises solution won’t work,” pondered Bagard, as she analyzed which innovative solution the contact center needed. The answer to that question tipped the selection strategy toward a cloud solution. That hypothetical scenario materialized in March 2020, when mandatory confinement was decreed in Mexico due to the health crisis of COVID-19. Once operators were safe in their homes, Edenred faced the challenge of completely relocating the operation in the shortest time possible. “We had to work against the clock with the partner and our networking team to achieve platform stability in the new configuration needed to be used from home,” said Luz del Carmen Morales, CRM Analyst at Edenred. In just two days, we managed to connect 90% of the operation, but experienced difficulties with 10% of the executives who live in areas where the quality of the internet is not good.” By using the Remote function in Genesys Cloud, which allows triangulating calls directly to the executive’s cell phone or the landline, the company connected 100% of the operation successfully. “We have perfect stability. We never had an outage,” noted Bagard. “This allowed us to maintain the performance levels in the main indicators, even increasing the productivity of the representatives.” The future of customer experience Contact center evolution doesn’t stop at Edenred Mexico. Achieving integrated omnichannel capacity in a single tool and extending the use of the platform to more departments in the company are the next goals of its ambitious transformation plan. “Artificial intelligence is one of the capabilities we also want to incorporate into our contact center. We will continue to work with Genesys in this direction because we know it is the future of the customer experience,” said Bagard.

Positive contributionto company carbon reduction targetMajor reductionin IT supportIVR changescompleted in minutes rather than hours or days88 call flowsautomated and standardizedOne KPI dashboardfor tracking service levelsImprovedemployee engagement and motivationNet zero transition With leading numbers of solar parks, wind farms and thermal power plants, Eesti Energia (also known as Enefit) is well on its way from transforming from fossil fuels to becoming a renewable energy provider. By 2035, the goal is to offer affordable 100% carbon-free electricity to customers in Estonia and other markets like Latvia, Lithuania, Poland and Finland. To maximize the success of its net zero vision, the government-owned company recognized the need to consistently deliver exceptional service, which meant overhauling a sprawling, disconnected IT estate. “Each country had its own contact center with a mix of on-premises and cloud systems,” said Kaido Kabral, Customer Service Solution Expert at Eesti Energia. “So, a lot of time was taken up managing different products and vendor relationships. Also, because essential tools like reporting and call recording ran separately in a non-standard environment, it was hard to accurately plan and enforce service levels.” Greener customer service Eesti Energia wanted to standardize and improve both customer and employee experience. The company also wanted to drive greener contact center operations — specifically by reducing its IT infrastructure and server footprint. The solution was Genesys Cloud. “In consolidating all our contact centers on one Genesys platform, we created an environmentally friendly resource that countries could share to improve service and motivate advisors,” added Kabral. “Now, many are hybrid workers — lowering carbon dioxide through reduced power consumption and commuting to work. And we’ve retired at least five legacy systems, with more to follow.” Government-certified security standards Like many government organizations, Eesti Energia had security and data protection concerns in moving to the cloud. Genesys allayed such fears through extensive compliance certifications that promote the adoption of secure cloud services. Trusted partner and contact center specialist Adventus Solutions helped enable a flawless four-month migration. “Adventus ensured the solution was correctly set up and optimized to our exact needs,” said Kabral. “You need a good partner for contact center projects. For example, they helped create data tables in Genesys to automate and standardize 88 call flows, eliminating the need for lots of manual configuration.” Quick wins Now, when customers call, they always experience efficient service, resulting in faster resolution for common issues such as billing queries, contract renewals, power issues and solar panel installations. Afterward, they receive a text message to participate in a short post-call survey. “Results from our latest surveys suggest that customers feel well informed,” said Kabral. “They especially like our new callback service, which allows them to carry on with their day instead of having to stay on the phone.” The Genesys platform also enables Eesti Energia to run highly efficient and effective outbound sales campaigns. Like many utility companies, it relies heavily on IVR messages to help reduce customer effort and the number of inbound calls, especially in the event of power outages or energy price changes. Now, with Genesys, text-to-speech messages are produced in minutes rather than hours or days. Employees have noticed big changes, too. “Our team leaders have a common dashboard and set of metrics for tracking service levels across all our contact centers,” added Kabral. “And, unlike before when we could only see if an advisor was on or off queue, we’re able to measure KPIs like adherence rates and idle time.” Advisors spend less time searching and entering data, thanks to handy features like screen pops, single sign-on and Genesys integration with Microsoft Dynamics. Once they reach their personal targets, they become eligible to become hybrid workers. Most staff in Latvia work from home, while in Estonia the ability to offer hybrid working is enabling the company to access a larger talent pool and recruit across the entire country. That offer also extends to agents in Lithuania, subject to meeting performance targets. Importantly, the company’s contact centers are more self-sufficient and require significantly less IT support. “We used to raise several tickets a day, compared to only a few in the four months since moving to Genesys,” said Kabral. Innovation engine Next, Eesti Energia intends to improve forecasting, training and quality management with the introduction of Genesys Workforce Engagement Management, which goes live shortly. Other plans include offering customers greater choice to communicate via web messaging, email and video calls. The company is also considering extending the Genesys platform to offer sales teams better call-handling tools than on their mobile phones. “We set out to create reusable resources and make things easy — and that’s exactly what Genesys enables us to do,” concluded Kabral.

Increased salesrevenue during lockdown100% of agentsworking from home 25% increasein dials and contacts 80% reductionin web response time, from 10 minutes to 2 minutesEliminated fouryearly software updates Making life better One of America’s largest direct brokerages, eFinancial, helps customers get the right life insurance easier, faster and more affordably. Service is delivered from three contact centers in Bellevue, Washington; Chicago; and a new site in Tempe, Arizona. Together, they handle around 50,000 contacts a week via inbound, outbound, email and text. What really sets the company apart is the way it brings the best of technology and personal touches to the life insurance experience. A lifelong Genesys on-premises customer, eFinancial decided to go to the cloud. “We needed to scale up the business and wanted a system that would move around with us, giving people the option to work securely from home,” said Paul Bourdeaux, Chief Information Officer of at Vericity (Fidelity Life Association and eFinancial). “We also wanted to make resources stretch through greater automation and a model where hardware and software updates were managed for us.” Thoroughly benchmarked and tested As an existing Genesys customer, it would have been easy to take the soft option and sign up for the Genesys Cloud platform. But, eFinancial conducted its own due diligence and explored all options. “We did a six-month deep evaluation of several providers, arriving at a shortlist of three, which we piloted,” said Bourdeaux. “Genesys Cloud performed best for user experience, software updates, dial performance, omnichannel roadmap and routing capabilities.” A three-month plan achieved in 21 days Bourdeaux and his team did the first implementation in about a month using out-of-the-box tools and scripting. Then COVID-19 hit, throwing a three-month migration plan suddenly into a tailspin. “Genesys Professional Services were part of our SWAT team and present in our standups and scrums,” said Bourdeaux. “On March 22, we still had two call centers running on-prem. By the end of the next day, we were 100% on Genesys Cloud, with 400 staff relieved to be working from home. April turned out to be one of our best-performing months on record.” During April and May, the number of dials and contacts rose by 25%, fueled by increased customer demand and agent availability. About to go live, Genesys Workforce Engagement Management will take the heavy lifting out of resource scheduling, increasing accuracy for less effort. “Getting an analytical platform that helps schedule and properly staff as demand peaks and falls was another big factor in our decision to go with Genesys,” added Bourdeaux. Data-driven insights and integrations Built on Amazon Web Services microservices, the Genesys Cloud platform has open APIs for easy connection with back-office systems. Agents get bespoke screen pops for different insurance partners. The company’s CRM system is fully integrated as well, so there’s no need to continuously toggle from screen to screen or re-key information. Compliance data, such as consent recordings and do-not-contact lists, are also centrally housed within the platform. Making full use of Genesys AppFoundry partners, the company introduced PureInsights. It’s using PureInsights Configurable Dashboard to simplify real-time reporting and PureInsights Hosted DB to accelerate time to value with historic data from Genesys Cloud for intake into the artificial intelligence (AI) process. “PureInsights gave us access to all the data that would be normally hidden behind the API cloud and allows us to replicate it across our analytics, so we can follow customer conversations and things like time to first call and number of dials per contact,” added Bourdeaux. Crucially, eFinancial can better leverage data, AI-built algorithms and machine learning to guide routing and customer journeys — with everything tightly tracked through up-to-the-minute metrics like time to first call and dials per contact. Customers completing web forms are contacted within 10 minutes. “It’s closer to two to three minutes,” said Bourdeaux. “In fact, we had to throttle back because Genesys Cloud was getting agents on calls too quickly and not allowing time for us to run our AI process.” Pushing new boundaries Now the outbound team quickly spins up campaigns without having to involve IT. Plus, the IT team no longer needs to maintain hardware and software. “We’d carry four major updates a year, running a full suite of regression tests, each taking about two weeks,” said Bourdeaux. “Now, that’s time in the bank for value creation.” New initiatives include A/B testing of dialing strategies for high-intent leads. Effectively using machine learning lets eFinancial rank prospects by the strength of buying signals and then move top scorers from a predictive to preview dialing campaign. To further improve customer experience, eFinancial wants to embed SMS at the start of the journey. The idea is to send a text that states, “This is {name} from eFinancial, an agent is going to be calling you shortly,” and then start a conversation ahead of the call. “I am excited for the future,” Bourdeaux said. “There was always the thought about working remote but until we were able to implement it, and prove it on a large scale, we didn’t know what that would look like. We didn’t know if it we’d be able to perform as well as we did working in the call center. We didn’t know what training would look like. And for good or for bad, due to COVID, we were forced to find that out very quickly and it was largely successful. We have learned that we can, in fact, be productive and successful in a 100% remote environment. And that extends to our agents, our transfer reps, our case managers, our IT support. And without a contact center, that really served as the backbone behind our sales platform, we wouldn’t have been able to.”

25% improvement in customer effort scoreOne minutesaved per voice callUnified viewof customer information

89% upliftin sales conversionsAccelerated rollout of online stores25% reductionin AHTOver 75%bot intent recognition20% reductionin call and email trafficImprovedFCR, NPS and employee satisfactionGroundbreaking B2C and D2C sales strategy One of the world’s biggest home appliance manufacturers, Electrolux Group strives to improve everyday life for millions. The Swedish company embodies this guiding principle in every idea, product and human interaction. It competes in a fast-changing market, where customers regularly switch between visiting stores and shopping online. Driven by the rise in eCommerce, Electrolux Group saw an opportunity to develop B2C and D2C channels — launching its Consumer Centric Transformation (ConCenT) program with the goal of getting closer to its customers and driving sales. Success meant redesigning its contact centers for greater efficiency and faster innovation. “Old technology stood in the way of realizing our B2C and D2C model,” said Mateusz Jazdzewski, Head of IT Consumer Solutions and Head of CX Product at Electrolux Group. “Our agents had to navigate between different channels and systems with no CRM integration and limited outbound, routing and reporting tools. So, we struggled to track journeys, increasing handle time and making service inconsistent.” Tightly orchestrated digital journeys Electrolux Group executed a threefold B2C and D2C strategy. “We wanted a cloud platform that combined omnichannel routing, AI-powered analytics and a unified agent desktop for managing the D2C sales funnel,” added Jazdzewski. “Genesys really embraced the challenge of having one synchronized agent screen. Yet, actually in the backend it handles lots of IT complexity, matching processes from different applications so it’s incredibly easy for the end user.” Now deployed across 11 countries (with four more to follow in 2023), Genesys Cloud ensures efficient multitasking with inbound, outbound, email and chat conversations managed from a single desktop. Agents quickly collaborate with colleagues using the platform interface. Managers and supervisors always have visibility into what’s happening, instantly drilling down into reports and monitoring queues and workloads. Voicebots and chatbots powered by Google Cloud Contact Center AI (CCAI) detect customer intent and suggest self-service options, or intelligently route calls to the best specialist with the right skills. “Thanks to the native integrations between Genesys and Google Cloud, it never felt like we were buying two separate products,” said Jazdzewski. “In fact, it allowed us to rationalize our IVR phone numbers and save money. Now, our consumers are taken care of immediately and don’t have to wait in queues. And the agent can open the conversation with ‘Hey, I can see your oven’s broken’ and start off on the right foot.” Registered consumer product information is automatically stored in the CRM system and is used, for example, to pre-populate tickets and save agents time. And holistic understanding of the customer is based on combined data from virtual and live agents — rather than a single interaction. “The introduction of Genesys and Google Cloud CCAI really changed everything,” added Jazdzewski. “It gives the customer the feeling that we know them as part of a much more personalized service. And when they reach a live agent they don’t have to repeat basic information. It’s really all about selecting the right offering and creating the right relationship, opening up potential up-selling opportunities.” Better support for agents Previously, agents were working on multiple different systems and windows, not knowing which system they would need during an interaction with a consumer. They relied largely on Post-it notes to remind them of the steps they needed to follow for each scenario. Aided by Genesys Agent Assist, insight is now automatically surfaced from the company’s SAP C4C and knowledge management systems, ensuring agents have all the information on one screen they need to resolve the consumer’s particular issue. “With Genesys, we create one screen where only the relevant systems and tools are shown during that call,” said Gleb Klimenko, Product Owner at Electrolux Group. “Being able to solve the problem on the spot saves us money and gives the consumer a faster fix for less effort.” In addition, Genesys Agent Assist supports agents with relevant information while they’re on calls. “Genesys Agent Assist helps to make the work of the agent more efficient by listening to the consumer and providing the articles that are relevant to solve their problem on the phone without sending a technician,” said Klimenko. One of the most common reasons for contact is a repair inquiry regarding the warranty. “After two or three months, we started to see Net Promoter Score go up and average handle time go down,” said Ekaterina Akimenko, Business Transformation Manager for Sales and Services at Electrolux Group. “It was especially important to see average handle time reduce on in-warranty repairs because that is pure cost for us. We’ve also seen an improvement in first-contact resolution — a metric that represents productivity and a better consumer experience.” In addition, the Electrolux Group contact center brings in revenue through its extended warranty sales, express repair and other services. “The best achievement from my point of view is that with the new Genesys infrastructure, we’re now able to turn our contact center from cost center to a profit center,” said Akimenko. Several months ago, Electrolux Group introduced Genesys Web Messaging as another way of boosting productivity and service efficiency. “The asynchronous nature of web messaging lets you return to conversations at exactly the same point you left off,” added Klimenko. “The solution was really easy to set up and we’ve had great feedback from agents. Web messaging has more features, like file sharing, and it has quick replies for the bot, which has helped decrease our average handle time.” Completing the company’s B2C and D2C model, Genesys Predictive Engagement connects the dots on website journeys by leveraging artificial intelligence and analytics to uncover visitors’ behaviors and interests — and then personalizes engagements in real time based on those insights. “We noticed that we had quite high abandon rates and used Genesys Predictive Engagement to target UK consumers,” said Stefan Åhlstedt, European Contact Center Sales Manager at Electrolux Group. “Now, when the consumer is on our webpages, we can see if we’re about to lose them and guide them to interact with us in the way we want. That’s achieved two things. We’ve reduced call and email traffic by around 20 percent. And, over the last two years, we’ve reduced the number of abandoned sessions by roughly 200 per month — and increased our sales conversions by 89 percent.” Contact centers become care centers Electrolux Group has exceeded its expectations with consistent journeys and reporting across all its channels. Service efficiency has also improved with a three-minute reduction in AHT. Before implementing Genesys, the company’s average handle time was over 12 minutes. Now with Genesys Cloud and Google Cloud CCAI, average handle time is under 9 minutes — a 25% reduction. Around 50-60 seconds of that savings is attributed to the voicebot, which starts off each call by identifying the customer and opening a new record in the CRM system if needed. During the first three months, the Google Cloud concierge bot successfully recognized over 75% of customer intents. For instance, these intents included requests made in English and Italian for appliance repairs. “Bot intent recognition rose and, in some cases, reached almost 100% as we added use cases and training,” said Jazdzewski. Reduced handle time has also created valuable headroom for agents to offer more paid services, like extended warranties and express repairs. Employee satisfaction has improved, too. “Agents have responded very positively,” said Jazdzewski. “Genesys Cloud has improved their day-to-day work with shortcuts and better search capabilities and wrap-up tools.” Data is easily cross-referenced between Genesys, Google Cloud and CRM systems, reducing agent frustration. And supervisors have better visibility into interactions. They now use call and screen recordings to accurately pinpoint coaching opportunities. “We’ve transformed Italian and UK contact centers into data-driven care centers,” concluded Jazdzewski. “We can clearly link events, see why conversations did or didn’t convert into sales, and learn how to create better experiences next time. We’re excited to roll out these capabilities into other regions in the near future.”

30% reduction in agent callbacks100% of incoming callsprocessed by AI80% customeridentification accuracy90% of calls routed to the right agent30% increase in NPSBecoming a trusted energy supplier Plenitude is a unique energy Società Benefit that integrates production from renewables, the sale of gas and electricity, energy services and a large network of electric vehicle charging points. It serves around 10 million residential and business customers in Italy, France, Spain, Greece, Slovenia and Portugal. Seven contact centers are at the forefront of its interactions. They operate 24/7 with 1,400 agents handling millions of phone, email and webchat contacts annually. Transforming customer experience (CX) through digital and automation technologies is a strategic goal of Eni Plenitude to provide fast, frictionless service that recognizes customers and their intent. Eni Plenitude aims to become a trusted energy partner for retail and business customers all over Europe, thereby increasing their loyalty. The company knew success meant shifting from reactive, transaction-based communications to a more proactive CX model for personalization and value creation at scale. Overcoming language barriers Taking advantage of Genesys open APIs and the native integrations with Google Cloud Dialogflow, the company created a voicebot called Lucilla to improve the flexibility and accuracy of its IVR call handling via the Genesys Voice Platform. The main objective was to apply Google Cloud natural language processing (NLP) in Dialogflow to increase recognition rates and CX quality — not to only realize cost savings. The virtual assistant quickly identifies the customer and their reason for calling, then routes the call to the right team of experts to deal with the specific inquiry. Eni Plenitude already had a relationship with Google Cloud and had good experiences with their robotic processing automation (RPA) and artificial intelligence (AI) solutions. So, Google Cloud Dialogflow was a natural choice. It also felt the NLP platform was one of best on the market and needed the least time to start the project. However, like many innovators Eni Plenitude had to break new ground. Building a bot to understand the subtle nuances of the Italian language, like when customers pronounce meter reading numbers differently over the phone, was far from straightforward. Results speak for themselves The first tentative steps on that journey started almost three years ago. Since then, Eni Plenitude has been working hard with Google Cloud Dialogflow to better understand customer issues and reduce friction points. Today, AI automation handles 100% of incoming calls, significantly improving first-call resolution (FCR). Using Genesys and Google Cloud Dialogflow, Lucilla correctly identifies the customer in more than 80% of cases, successfully routing 90% of calls to the correct agent. Also, because the conversation feels more human-like compared to more mechanical IVR menus, there’s less propensity for the customer to hang up. Over the last 12 months, Eni Plenitude has seen a 30% reduction in agent callbacks along with a 30% increase in NPS, as a result of several initiatives including Lucilla. Future plans include extending Lucilla to chat and WhatsApp channels, while moving to a full omnichannel CX model.

5% upliftin revenue10% risein customer satisfaction25% savingsin costsFaster responseto customer inquiriesReducedagent workloadsSignificant reductionin abandonment rates, call transfers and callbacks3 Partnership in digital innovation As one of the top quad-play providers in Chile, Entel offers IPTV, internet, telephony and mobile services backed by standout digital customer experience. At its core, the Genesys® Engage™ application enables 1,200 agents across three contact centers to efficiently coordinate every customer journey via inbound, outbound, chat and WhatsApp. “We’ve been working together on digital transformation for many years,” said Pablo Oyarzun, Customer Experience Divisional Manager at Entel. “We see Genesys as a trusted innovation partner and run our entire call center and service operation on their technology.” Rapid, agile experimentation That collaboration has seen Entel become one of the first companies worldwide to largely replace IVR with voicebots using Genesys artificial intelligence (AI) orchestration. The technology seamlessly manages native and third-party AI apps. Riding on the Genesys application, the system integrates with Google Cloud speech-to-text capability to transcribe automated conversations. Genesys AI then sends the data to IBM Watson to determine the customer’s intent and deduce the next-best action. Entel began by looking at how to apply self-service apps to reduce friction points, using the Genesys Intelligent Automation design tool to rapidly experiment and learn. “We piloted voicebots with customers, taking our pre-paid and roaming mobile services, which form around one-third of all inquiries,” said Oyarzun. “Building on this success, we rolled out bots to our contract holders and most valuable accounts.” Prompt, precise service with higher sales conversions Now, virtual assistants handle almost all queries previously automated through IVR. If the bot can’t resolve the customer’s issue, the call is instantly and accurately routed to a specialist with the most appropriate skillsets. “We’ve become a cognitive contact center,” said Oyarzun. “When customers call, they get served promptly and don’t have to navigate long, complex IVR menus. And we’re able to provide high-quality, 24-hour service without excessively adding headcount and costs.” The result is faster responses to customer queries and reduced load on Entel agents. High-precision routing has yielded further time and cost savings, including a significant reduction in abandonment rates, call transfers and callbacks. Taking automation a step further, Entel has included a bot link on its website and mobile app. “As well as improving customer service, we wanted to see whether automation could increase sales success,” said Oyarzun. “When the client browses or shows interest in buying, the bot intervenes and makes an offer, executing on opportunities that might previously have been missed. This implies greater conversion and higher income.” Annual targets firmly within reach in six months The introduction of AI has enhanced career prospects at Entel. Job roles have changed. For example, fewer people perform call handling while freshly created teams teach bots and optimize self-service journeys. As hyper-connectivity continues, Entel is well-paced to absorb the explosion of channels and volumes. “By replacing IVR with voicebots using Genesys AI, we’ve seen a 5% uplift in revenue and 10% rise in customer satisfaction, while our costs have dropped by 25% within the first six months,” concluded Oyarzun. “Without AI, bots and automation tied together using Genesys AI, we couldn’t deliver these kinds of results.”

25% increasein service levels60% fastercall response17% fewerabandoned calls49% increasein website sales conversions72% reductionin website dwell timeEffective responseto pandemic without adding headcount Unrivaled in Africa for efficiency and operational success, Ethiopian Airlines serves 127 international and 22 domestic destinations. Like many airlines, the company is always looking to lower costs and improve margins. Growing direct sales by capturing every potential booking from callers and website visitors is vital to meeting those goals. However, the airline’s contact center struggled with incompatible systems and information islands. Calls were routed to agents without taking into account language skills or competencies. That raised abandon rates, transfers and hand offs. Teams worked in silos using email and chat. There was no CRM system or workforce management; data resided on a central booking system or was buried elsewhere. The company lacked a full overview of the customer journey and real-time insight into conversations and preferences. “We needed a single view of the customer, better resource management processes and greater flexibility,” said Getinet Tadesse, CIO at Ethiopian Airlines. “Also, we knew we were missing out on revenue from thousands of prospects browsing and leaving our website.” Building on a solid foundation The first step in the transformation was to replace an externally hosted contact center solution with a strong omnichannel platform that the company could manage internally and use to drive improvements and business growth. “The demo from Genesys was very convincing,” said Tadesse. “We saw how we could get much better control, reporting and accountability, while saving money by consolidating global phone numbers and removing the need for partner support.” Live after two months, the Genesys Cloud contact center allows up to 500 agents to work more productively in a blended fashion, effortlessly switching between calls, email and chat conversations — all managed from a single omnichannel desktop. Unlocking customer experience gains Introducing Genesys Workforce Management further improved the customer experience. “Our managers never knew if we were understaffed or overstaffed,” said Tadesse. “Now, with real-time data, they accurately forecast and schedule resources, ensuring agents with the right skills are always in the right place at the right time.” As a result, Ethiopian Airlines has seen service levels soar from 70% to 95%, with higher first-call resolution and sizeable reductions in abandoned calls (from 20% to 3%). Call-answer times have dropped from 20 to 8 seconds. And, the company can make changes like updates to IVR menus and messages within minutes — and without having to pay for external support. When the COVID-19 pandemic struck, the airline rapidly invoked home working. Despite an avalanche of calls about flight refunds and rescheduling requests, service levels held up well. “We had been thinking of hiring another 100 agents,” said Tadesse. “However, thanks to Genesys Workforce Management, we coped with pandemic spikes okay. And, although we busted our license count at times, Genesys stepped up and agreed to waive any charges. That’s what true partnerships are all about.” Growing website revenues With two weeks of implementing Genesys Predictive Engagement, the airline not only gained insights about website journeys, it also leveraged artificial intelligence (AI) and analytics to uncover behaviors and interests of visitors. This allowed the company to offer tailored deals through web chat. Ethiopian Airlines also can engage customers through the website with attractive travel packages that were created as a result of tracking real-time statistics and data. “Genesys Predictive Engagement is enabling us to capture significantly more window shoppers on our website,” concluded Tadesse. “Conversion rates rose by 14% in the first two weeks and by 49% at the six-week stage. And, we’ve only really scratched the surface of what the tool can do.” Additionally, enabling agents to intervene and offer a timely webchat means website visitors get served faster. As a result, average dwell time has dropped by 72% to 2 minutes and 45 seconds. Data captured with Predictive Engagement is also helping the airline’s marketing department to improve customer offerings based on new insights into demographics and behavior. As passenger services start to reopen, Ethiopian Airlines is strongly positioned for growth as it prepares to ramp up from 30,000 daily calls and 12 million passengers annually. Future plans include integrating Predictive Engagement with the airline’s mobile app and creating AI-powered virtual assistants to help with basic requests and frequently asked questions.

15% increasein employee productivity10% upliftin schedule adherence among BPO partnersEnhanced visibilityof staffing bottlenecks10% cost savingson IVR systems and call transfers2x call and 3x email traffic surges absorbedby remote agentsPerformed market-by-market migrationin some cases over a weekendThe need for change Etraveli Group, a global online travel agency and leading provider of flight technology, operates in over 75 countries — serving customers in 35 languages. With around 2,800 customer service agents, including outsourcing, the Swedish company prides itself on being the fastest, most precise way to plan a trip regardless of the distance or complexity. “Due to mergers and acquisitions, we had a landscape of different customer support systems with different focus, forming a barrier for us to improve customer experience and efficiency,” said Mikael Örtelind, CTO at Etraveli Group. “We needed to establish a clear omnichannel roadmap and consolidate on the system side. We were at that point missing an efficient workforce management system, so it was hard to see into workloads, especially with our outsourced partners. So, we decided to create one global platform through a single investment that would benefit all parts of the business.” Embracing hybrid working After considering its options, Etraveli Group decided to standardize on Genesys Cloud. “Genesys met our requirements and gave us the biggest bang for our buck,” added Örtelind. Connecting seven contact centers in Greece, Sweden, China, Egypt and India, Genesys Cloud enables agents to efficiently serve the travel needs of customers through inbound, outbound, chat and email communications — all managed from one desktop application. While rolling out the new solution, Etraveli Group felt the full force of the COVID-19 pandemic. “During the crisis, most people were forced to work from home,” said Pia Vemmelund, Chief Customer Officer at Etraveli Group. “We got great support from Genesys and our partner, GlobalConnect, and switched over to Genesys Cloud market by market — in some cases over a weekend. With all the constant changes in airline policies and government regulations the workload on customer services increased dramatically. Our agents were amazing throughout and dealt with twice as many calls and three times more emails as customers sought refunds or to amend travel plans.” Removing blind spots and engaging employees Etraveli Group used Genesys to help prioritize customers based on various business requirements. “We can now prioritize based on their travel date and other relevant business parameters,” said Gurpreet Sawhney, WFM Director at Etraveli Group. “Secure IVR payments have also been working well and help us improve customer experience.” To further improve employee training and quality management, Etraveli Group tapped into the Genesys AppFoundry® Marketplace. It has integrated its IVR system with Shelf knowledge automation, reducing training and onboarding times for new hires. To streamline quality management and evaluate agent performance across channels, the company took advantage of Scorebuddy. “We also integrated our EDVIN core flight sales and administration system,” said Sawhney. “And we’re able to share these data sources with our Amelia chatbots. Genesys open APIs also allowed us to deploy a chat translation tool, removing language barriers for our agents. We expect to reach three million chat messages by the end of this year.” Automation has also reduced the time and effort needed for frequent WFM tasks like performance reporting and agent scheduling. Genesys has helped improve visibility into third-party support teams, too. “Even though we hired specialists to manually gather data and prepare resource plans, our outsourced operations were a blind spot,” added Sawhney. “Now, with Genesys Workforce Engagement Management, all customer service sites and channels are on the same system. So, it is much easier to spot bottlenecks and be more efficient. That’s led to a 10 percent improvement in schedule adherence among our BPO partners.” In addition, Etraveli Group implemented the Genesys Cloud EX™ solution to manage and engage 300 employees in its back office departments. “As a long-time Genesys customer that’s driven improvements across both customer and employee experience, we saw an opportunity to utilize Genesys Cloud EX for our employees outside of the contact center,” said Sawhney. “Genesys Cloud EX has provided a solution focused on employee experience to help us accomplish our objectives.” Uncovering insights with analytics Etraveli Group has come through one of the most difficult periods the travel industry has known — and it’s strongly positioned for success. “Our data used to sit in different systems,” said Vemmelund. “Now, it’s all in one place. With Genesys speech and text analytics, we can identify which channels drive the highest resolution and move customers towards those channels. Chat is a prime example. It’s really a fantastic feature.” Other analytics use cases include sentiment analysis and topic spotting. For instance, it can identify the nature of calls that increase customer effort and handling time — or potential stressful conversations where intervention may be needed. “Rather than focusing on orders, we’re now able to focus on customer experience,” Sawhney concluded. “For example, we understand better why they are contacting us and how much support they need. Our employees are 15 percent more productive and we’ve made a 10 percent savings on IVR systems and call transfers.”

13% reduction in AHT8% increase in FCR9% savingsin IT costsTwo-day savingsin employee training time Up to 10-week reductionin IT deployment timeGreater flexibility and service for fans and “athletes” A world leader in sports merchandise, collectibles and iGaming, Fanatics amplifies pride and connections. That means delivering unforgettable experiences every time fans buy its licensed products and memorabilia or bet through its digital platform. Supporting its operations is a 22,000-person workforce and a global partner network of over 2,500 sports personalities, 900 properties and 2,000 retail locations. Keeping the fan experience on track is the job of more than 1,000 “athletes,” the Fanatics term for contact center agents, worldwide. Many of these athletes are also passionate sports followers. Together, they expertly handle several million annual contacts in nine different languages. Those conversations used to take place on different systems with calls handled by the Genesys Engage™ on-premises solution. “We loved the 99.999% uptime we got with Genesys Engage,” said Nigel Ponds, Senior Director, Global Resource Planning and Telephony at Fanatics. “However, moving to the cloud offered greater flexibility for remote working and service enhancements, along with IT savings and the chance to consolidate different channels and solutions on one platform.” Reduced cost and maintenance requirements A solid financial business case confirmed many reasons for moving from Genesys Engage to Genesys Cloud. “With everything factored in, we realized we could get a better tech stack with weekly feature releases and more capabilities for around 9% less spend,” said Ponds. “And that’s since proven to be the case.” Greater IT efficiency is a case in point. Previously, standing up new sites and users relied on purchasing multiprotocol label switching circuits, which could take external providers up to 10 weeks to install. “Now, with Genesys Cloud, most changes can be completed self-autonomously within 24 hours, without the need to buy extra IT kits,” said Diane Stephens, Lead Product Manager at Fanatics. “We’ve retired four legacy systems, further reducing cost and maintenance burden.” On top of reducing IT infrastructure that generates carbon dioxide, an increased scope for home working is also contributing toward a greener operating model — eliminating the carbon footprint associated with regular commuting, while lowering office electricity, heating and air conditioning usage. Unified sales and service across 10 sites Equally importantly, moving from Genesys Engage has made it easier to develop multiskilled athletes. “We originally had three separate teams handling calls, chats and email,” said Ponds. “By adding middleware, we got some degree of blended working. However, the system would sometimes make mistakes routing contacts through to the wrong athlete. Those problems no longer exist with Genesys Cloud.” Fanatics athletes can now meet on fans’ preferred channels while efficiently managing all contacts through a single desktop interface — no matter which sport they want to discuss. “We climbed the learning curve real quick,” said Stephens. “Genesys Professional Services did a great job with the cutover, building our IVR use cases and deploying web chat. Issues are normally responded to within the hour. And they’re always opening our eyes to how Genesys products can do more. We just wish all our other vendors did the same.” Focused on training and career development Onboarding times have reduced by two days per new athlete. In addition, the Genesys Beyond learning subscription provides an economical way to develop certified in-house Genesys subject matter experts, maximizing IT training time and budget. “Genesys Beyond is great, especially for career pathing,” said Ponds. “We encourage our team members to become Genesys Cloud-certified, which can benefit them here or in their next career move.” The company is also taking full advantage of the automation and AI-powered capabilities offered by Genesys Cloud Workforce Engagement Management (WEM). “The weekly updates are a marked improvement on workforce management with our old Genesys Engage solution,” said Ponds. “Our team loves the Genesys Tempo app. They can now make work-life decisions from home, rather than sending an email every time they want to request time off or a shift change. We’re also able to set limits and place requests on waiting lists as well.” Now, with greater automation through Genesys Cloud WEM forecasting and scheduling tools, Fanatics is always able to catch spikes and correctly resource to serve fans on the spot. “The primary difference between Genesys Engage Workforce Management and Genesys Cloud WEM have been ease of use from an administrator perspective,” added Ponds. “We’re also seeing materially higher athlete engagement with popular features like automated time-off approval and remote schedule viewing and change requests. In addition, gamification tools have injected a sense of fun and healthy competition among our US- and EMEA-based teams, driving improvements in key metrics like schedule adherence.” Embracing innovation and employee well-being Genesys integrations and plug-in solutions have been instrumental in elevating the fan experience, too. Exchanging data with Genesys Cloud is enabling third-party voicebot and chatbot solutions to better personalize service, as reflected by positive feedback and higher NPS ratings. Behind the scenes several AppFoundry tools work their magic. Triggered by analytics that identify conversational moments of stress, Thrive allows athletes to reset by injecting 60-second clips of calming visuals, audio and breathing prompts. “Thrive has been a huge gamechanger for us in terms of improving personal well-being and job satisfaction,” said Ponds. Mindful Feedback uncovers fan sentiment and fresh insights across voice, chat and email, as well as social channels including Instagram, X/Twitter and Reddit. Email Wizard enables athletes to close bulk emails, pre-read content and park queries in workbins while they check with colleagues. Finally, PureInsights boosts decision-making, ensuring supervisors always know what’s going on with configurable dashboards that display real-time stats with alerts. Among the benefits realized by Fanatics since evolving to Genesys Cloud are a 13% fall in AHT and 8% rise in FCR — all while enabling a 9% financial savings. However, just like the captivating world of sports, standing still is not an option for Fanatics; SMS and WhatsApp communications are firmly on the roadmap. To learn more about the solutions featured in this case study, visit www.genesys.com.

5% increasein call answer rate to 96%5% reductionin call length across 250,000 calls30 hours saved each month in quality assuranceOver $1MTCO savings over five yearsMaintained NPS scorein the high 50'sStrongemployee approval ratingEmbracing a cloud-first way to work Farmers Mutual Group (FMG) is New Zealand’s leading rural insurer. Built on the foundation of excellent client support and experiences, the business has fostered long-term client relationships — helping build strong and prosperous rural communities. “Our clients deserve and require for us to be there when they call, providing assistance and advice in their time of need,” said Matt Harvey, Head of National Advice and Service Center at FMG. This held true during New Zealand’s first COVID-19 lockdown. FMG was already migrating to the Genesys Cloud platform as part of its new cloud-first strategy to remove reliance on its local infrastructure and create more resiliency within its ecosystem. In the first rollout, the FMG team discovered the impact of the implementation and how to use the system to create the best client experience possible. But when the pandemic hit, the team accelerated the rollout across FMG within the span of a month due to lockdown restrictions. “To ensure success during this period, we worked closely with the Genesys team, and our internal communications and training teams, to ensure that we were explaining to our people what was happening, create the right documentation and move people over to the new system with as little impact to their day as possible,” said Alex Turner-Steele, Senior Technical Consultant at FMG. Seamless service excellence FMG was able to run its business as usual for the few hours it took to roll out its cloud platform. Shifting interactions seamlessly from voice to email, FMG created a frictionless experience for its clients during the transformation. “The Genesys team was great help during the migration and implementation as they reviewed our existing platform, Genesys PureConnect,” said Turner-Steele. “The team took our setup and evolved it into a more modern way of working within the Genesys Cloud platform — helping us minimize impact to our teams and therefore our clients.” “Its seamless user interface also made it very easy for us to roll out and train our teams on how to use the system, while they were working from their homes across the Manawatu,” added Harvey. With Genesys Cloud, FMG has added functionalities and features like BYOC Cloud — allowing the business to rely more on the Genesys platform and less on its own internal infrastructure. Lowering the cost of internal infrastructure and maintenance costs has led to an estimated $1 million in savings over five years. Not only has FMG reduced costs, but it also has gained more flexibility and interoperability in its journey to provide a white glove service for clients. “We’ve brought in scheduled callbacks for our clients,” said Turner-Steele. “This means during those peak periods the client has a shorter wait and we will still get back to them in record time to support them when we can.” Implementing a quality scoring module and automating quality assurance within the FMG service center has ensured compliance across interactions while saving significant time. Auditing that used to take around 30 hours a month has been eliminated. Every interaction is automatically tracked and recorded with insights gathered — giving FMG the ability to identify areas for improvement. Building a flexible work environment FMG is in the business of providing a superior customer experience, but the team understands how essential its frontline employees are for its success. That’s why the migration and implementation plan were centered around the employee experience. “With Genesys Cloud, our teams now have the ability to work from home as and when they need to,” said Nicki Mackay, Head of Claims and Digital Assessing at FMG. “We’re in the business of risk and events, and the ability to move teams around and still have them accessible to our clients is massive. It means we can use the best technology and the best people to deliver the best service — and our clients get the best possible outcome.” For the FMG team, simplicity in the ability to adjust call flows and IVRs seamlessly in the back end with greater agility has played a part in the employee experience. “Employees have responded particularly well to Genesys Cloud,” said Mackay. “The clean UI, the easy-to-use system and allowing them to work remotely as required has been really well received. They now have the ability to see not only their own performance, but the performance of those around them as well — making them more vested in the results and giving them transparency to see what’s going on live at all times.” These improvements have contributed to a more engaged workforce. In fact, FMG has seen strong employee satisfaction scores in the Gallup Q12 Survey. Despite the large level of technical change implemented with Genesys Cloud and its CRM, along with the ongoing disruptions from the COVID-19 pandemic, the team has maintained a very strong 70% Engagement Index. The Genesys Cloud platform also enables FMG team members to get the information they need — quickly, and in a central location. “The Microsoft Dynamics 365 integration with Avtex InteractionSync allows us to connect Genesys Cloud directly with our CRM platform,” said Harvey. “This gives us all the information we need when a client calls us — right in front of the team member — including details like their identity, background, past relationship to FMG and how they’ve been directed previously.” The CRM integration speeds up client verification and history review, allowing agents to empathize with the customer’s situation and begin resolving their queries more quickly, while providing a personalized, connected experience every time. In addition, it allows the FMG team to share information across its consultants and businesses — helping them deliver a better, more personalized experience to clients across business lines. The Genesys Cloud integration with Microsoft Dynamics 365 delivered an average savings of approximately 15 seconds across 250,000 calls. While saving close to $30,000 in employee effort was beneficial, the efficiency gain allowed team members to answer more calls and spend more time with clients, further enhancing service levels. Feedback from employees was extremely positive, with the modern interface and ease of use enabling efficiencies in agents’ daily roles. This led to a call answer rate of 96% — a 5% improvement — and a 5% reduction in call length. And since the company has maintained a Net Promoter Score (NPS) in the high 50’s, FMG deemed this cloud deployment a resounding success — a major contributor in helping it build long-term relationships and deliver excellent service to its clients. Next steps FMG is working on its continuous roadmap with Genesys Cloud. In adapting and implementing a more resilient cloud methodology, the insurer looks to leverage more support from Genesys as it builds a more stable environment for its teams and clients nationwide.

Assureddata sovereigntyNo major issuesduring rolloutHighest quarterly volumesin company historyReduced calltriage timeMore accurateand efficient resource managementCalling time on customer experience barriers FCT is a leading national service provider in real estate technology and title insurance, delivering advanced property intelligence that connects businesses to their customers. In 1991, they pioneered title insurance in the Canadian market and remain a leader in residential and commercial title insurance today. Over the years, they have grown to provide a vast range of data-driven products and services that span the real estate lifecycle. A key differentiator for the company is a clearly defined customer experience (CX) strategy designed to make the process as easy as possible for their employees and customers. However, that wasn’t always the case. Calling time on customer experience barriers FCT is a leading national service provider in real estate technology and title insurance, delivering advanced property intelligence that connects businesses to their customers. In 1991, they pioneered title insurance in the Canadian market and remain a leader in residential and commercial title insurance today. Over the years, they have grown to provide a vast range of data-driven products and services that span the real estate lifecycle. A key differentiator for the company is a clearly defined customer experience (CX) strategy designed to make the process as easy as possible for their employees and customers. However, that wasn’t always the case. With employees dispersed between three large centers in Oakville, Hamilton and Moncton as well as smaller satellite sites across the country, FCT decided they needed to make a move from their previous on-premises legacy system. “We only had basic routing and weren’t able to integrate our voice and chat systems,” said Pat Smolak, Director Operations, Residential Solutions for FCT. “Agents would be hit with both types of interactions at the same time, which is not ideal; we want our agents to be able to focus one transaction at a time, providing that customer with the best possible service.” Unrivaled agent and customer experiences Like many organizations, FCT was already considering a cloud omnichannel approach and was well underway at the onset of the COVID-19 pandemic. A three-month phased deployment of Genesys Cloud ensured solid footing — beginning with meeting customer priorities. “We have clients who don’t want their data to ever leave Canada, and Genesys gave us that assurance,” added Smolak. “Also, I have to say I was very impressed at the pivot to our training plan. We were able to seamlessly transition our previous plan from in-person training to a successful online rollout. There was not one major issue during the rollout. The FCT and Genesys teams did a fantastic job.” With the solution, agents and business users can effortlessly switch between phone and chat conversations, a perfectly blended workflow that was not possible with the previous legacy system. With employees dispersed between three large centers in Oakville, Hamilton and Moncton as well as smaller satellite sites across the country, FCT decided they needed to make a move from their previous on-premises legacy system. “We only had basic routing and weren’t able to integrate our voice and chat systems,” said Pat Smolak, Director Operations, Residential Solutions for FCT. “Agents would be hit with both types of interactions at the same time, which is not ideal; we want our agents to be able to focus one transaction at a time, providing that customer with the best possible service.” Unrivaled agent and customer experiences Like many organizations, FCT was already considering a cloud omnichannel approach and was well underway at the onset of the COVID-19 pandemic. A three-month phased deployment of Genesys Cloud ensured solid footing — beginning with meeting customer priorities. “We have clients who don’t want their data to ever leave Canada, and Genesys gave us that assurance,” added Smolak. “Also, I have to say I was very impressed at the pivot to our training plan. We were able to seamlessly transition our previous plan from in-person training to a successful online rollout. There was not one major issue during the rollout. The FCT and Genesys teams did a fantastic job.” With the solution, agents and business users can effortlessly switch between phone and chat conversations, a perfectly blended workflow that was not possible with the previous legacy system. “Before Genesys our agents answered calls completely blind,” said Smolak. “Now, with the links to Salesforce we can recognize the identity of the caller and identify if they have input their FCT reference number. It provides our agents with all the information they need to assist with that transaction and has massively reduced triage time — our agents love it.” Top-line benefits Similarly, payments are processed faster without having to move between screens and applications. “PCI-compliance integration was another game changer,” added Smolak. “The customer securely keys in their card details and the system informs the agent whether the payment was successful. The confirmation of the payment is directed back to the FCT source system and an agent can easily send an email receipt if the client requests.” “We are also looking forward to the success of using a workforce management platform,” concluded Smolak. “We are in the initial stages of deployment, but plan to see results by the end of 2021.”

85-90% increasein service levels85-89% increasein CSAT30% increasein connection rates100% reduction in ringing and waiting times for outbound calls1.7 millionoutbound calls per day200% increase in inboundcalls with over 10,000 calls per dayImproving customer experience via a digital-first approach FE Credit was founded as the consumer finance division of Vietnam Prosperity Joint-Stock Commercial Bank (VPBank). In 2015, it transformed all its consumer finance operations into a newly established independent company, branding it as FE Credit and serving over 10 million customers. Today, FE Credit is a leading Southeast Asia unsecured consumer lender with a 53% market share in Vietnam. It has developed a 9,000-strong partner ecosystem with 13,000 point-of-sales locations to serve the substantial unbanked population of Vietnam with monthly income more than VND3 million. FE Credit relies on customer-centricity as its singular value proposition to increase market share and maintain its leadership position. FE Credit has 4,500 agents utilizing the Genesys™ platform and wants to digitize its legacy platform to personalize customer communication, increase response times, enhance convenience across customer touchpoints and improve security. Improving customer experience via a digital-first approach FE Credit was founded as the consumer finance division of Vietnam Prosperity Joint-Stock Commercial Bank (VPBank). In 2015, it transformed all its consumer finance operations into a newly established independent company, branding it as FE Credit and serving over 10 million customers. Today, FE Credit is a leading Southeast Asia unsecured consumer lender with a 53% market share in Vietnam. It has developed a 9,000-strong partner ecosystem with 13,000 point-of-sales locations to serve the substantial unbanked population of Vietnam with monthly income more than VND3 million. FE Credit relies on customer-centricity as its singular value proposition to increase market share and maintain its leadership position. FE Credit has 4,500 agents utilizing the Genesys™ platform and wants to digitize its legacy platform to personalize customer communication, increase response times, enhance convenience across customer touchpoints and improve security. Delivering superior agent productivity The company’s legacy contact center technology created bottlenecks for staff in managing customer interaction channels. It had no provision for real-time monitoring to prioritize requests, while its incoherent dialing process led to ineffective workforce management. The FE Credit legacy systems required multiple logins, resulting in considerable wasted time. An agent could not open and work on various applications simultaneously, while unmanaged wait times increased the probability of dropped calls. Troubleshooting was also painstaking, often involving taking down the entire system. The Genesys platform has allowed FE Credit to proactively monitor agent performance in real time, enabling it to maximize operating efficiencies with reduced wait times and dropped-call rates. As a result of the solution, FE Credit has increased its customer connect probability score by 30%, helping agents increase their productivity in catering to the growing demands of customers. Genesys workforce management also enables FE Credit to forecast inbound call volumes based on historical data and suggest agent headcounts by intervals for automatic scheduling. Its easy-to-use interface enables agents to shift between applications seamlessly, eliminating multiple login requirements. Delivering superior agent productivity The company’s legacy contact center technology created bottlenecks for staff in managing customer interaction channels. It had no provision for real-time monitoring to prioritize requests, while its incoherent dialing process led to ineffective workforce management. The FE Credit legacy systems required multiple logins, resulting in considerable wasted time. An agent could not open and work on various applications simultaneously, while unmanaged wait times increased the probability of dropped calls. Troubleshooting was also painstaking, often involving taking down the entire system. The Genesys platform has allowed FE Credit to proactively monitor agent performance in real time, enabling it to maximize operating efficiencies with reduced wait times and dropped-call rates. As a result of the solution, FE Credit has increased its customer connect probability score by 30%, helping agents increase their productivity in catering to the growing demands of customers. Genesys workforce management also enables FE Credit to forecast inbound call volumes based on historical data and suggest agent headcounts by intervals for automatic scheduling. Its easy-to-use interface enables agents to shift between applications seamlessly, eliminating multiple login requirements. Enabling an omnichannel customer experience FE Credit previously relied on multiple systems operating in silos to serve its customers. Before the Genesys solution was integrated, FE Credit was using two contact centers for different purposes. One was for customer services inbound IVR, and the other for collection outbound auto-dialer campaigns. Deployment of Genesys has seamlessly integrated multiple FE Credit channels into a single unified system. Genesys has enabled FE Credit to transform its communication channel strategy from disparate inbound IVR and outbound auto-dialer campaigns into a streamlined 360-degree omnichannel approach. It allows inbound and outbound calls, email, web and mobile, as well as social media channels using Facebook Messenger on an integrated single agent desktop application. The system also provides detailed reports on service rates, operation activities and agent productivity. Banking on the voice of the customer The FE Credit business model is moving towards greater diversification as it seeks to acquire new customers and increase market share. As business demands evolve in the intensely competitive market, the organization needs to ensure highly personalized customer experiences supported by an agile infrastructure that can meet the diverse needs of the business. Genesys provides FE Credit with an on-premises solution powered by built-in artificial intelligence and machine learning engines. The solution is enabling FE Credit to obtain valuable insights about customer demand, based on which the system intelligently routes the customer to the agent with the right skill sets to handle specific situations. All touchpoints created along the journey become seamlessly integrated into their CRM system for further analysis. In the future, FE Credit plans to maintain a consolidated unified communication stack by migrating to Genesys Cloud™.

4.2 Trustpilot score,up from 1.7 in 202227% improvementin NPS score29% fall in contact rates£630,000 ($745,000) savings on headcountEight-weekmigrationChallenge Historically, UK service providers and cable operators have tended to focus on urban or suburban areas with high population densities. From a commercial standpoint, network build-out costs were a major investment that could take years to recoup. So, communities in rural and hard-to-reach areas didn’t enjoy easy access to high-speed broadband. Fibrus is changing that. Maximizing the use of assets such as telephone poles and underground ducts, it delivers full fiber optic cable to the door, for quality and reliability that cannot be achieved any other way. Keeping operations on track is the job of 130 customer service, sales, billing and technical support specialists. However, productivity and service suffered due to weekly outages and poor reporting. “Stability was a major problem, and we’d struggle to cope during busy periods, or when service issues peaked during storms and high winds,” said Stephen Riley, Head of Customer Service at Fibrus. “We could just about work out how many calls we were getting and had no way of deflecting customers through self-service or digital channels. Even basic stuff like creating a new IVR recorded message or integrating other systems was incredibly hard.” The solution To kick-start its customer and employee experience transformation, Fibrus reached out to Genesys as part of a competitive tender. “We’d heard good things about their cloud platform in terms of its leadership, reliability and integration in this space, but needed to find a local partner,” said Riley. “Genesys had no hesitation in recommending and introducing us to Kerv Experience, who quickly got on board with our tight timescale. They looked at Fibrus as a customer, rather than trying to up-sell stuff we didn’t need on day one — unlike other providers who weren’t as practical or flexible.” Fully tested before going live, Kerv Experience specialists expedited a smooth eight-week migration, while avoiding overlapping charges from the existing Fibrus contact center provider. The new Genesys Cloud platform enables Fibrus users to efficiently manage inbound and outbound calls; email; and Genesys Web Messaging, WhatsApp and Facebook conversations — all from a single desktop. Customers now complete identity checks through IVR, so they don’t waste time doing that with an agent. A Genesys out-of-the-box connector for Microsoft Dynamics CRM has also helped personalize service and reduce effort. Digital innovation doesn’t end there. A Genesys chatbot supports website FAQs, while also identifying customer intent and triaging Genesys Web Messenger conversations. Other new capabilities include call and screen recording, plus offering customers the option of a callback. Also, with Amazon Polly text-to-speech analytics, Fibrus can track keywords and customer sentiment, intercepting potential escalations and taking preventative action. Elevating employee experience has been another crucial part of the transformation. Long gone are the days of manually preparing and managing forecasts and work schedules on spreadsheets. Powered by AI, Genesys Workforce Engagement Management (WEM) helps automate and streamline back-office operations — especially when it comes to predicting demand spikes and making sure Fibrus teams are correctly resourced. Now, supervisors can create accurate forecasts in minutes, leaving more time to focus on agent performance, skill development and coaching. Similarly, by introducing gamification tools, WEM facilitates regular monthly competitions with leaderboards and prizes. Awards recognize achievements such as taking the most calls, collecting the most votes for supporting colleagues or simply being an unsung hero. “Our employees are more engaged, especially home workers who can sometimes feel isolated,” added Riley. “That’s when attrition rates start rising. WEM and gamification really helps address that problem.” Likewise, Fibrus teams make more decisions based on real-time data and reporting. That includes over 100 wrap-up codes to categorize calls that help drive improvement projects right across the business. Improved data and performance visibility has also enabled the launch of a commission program, enabling employees to maximize earnings. These newfound capabilities are already translating into solid business benefits. Fibrus has seen a 29% reduction in contact rates, releasing agent capacity and contributing towards a £630,000 ($745,000) headcount cost savings. Importantly, customer satisfaction hasn’t declined — quite the opposite. Net Promoter Score (NPS) has climbed 27% with Trustpilot ratings up 7%. Empathy and ensuring vulnerable customers in remote areas stay connected is at the heart of personalized customer care. “Our agents love the documents section on Genesys,” concluded Riley. “It’s easy to email customers step-by-step guidance on how to fix their broadband issues and then call them back to answer any questions and make sure everything is okay. We’ve had great feedback and customers appreciate it.” The future’s looking even brighter. Tapping into the expertise of Kerv Experience, Fibrus plans to continue improving digital journeys and its use of AI. Potential new projects include making bots more conversational and the addition of Genesys Agent Assist for recommending next best actions to agents during live interactions. Other possibilities include integrating Genesys with the company’s network monitoring systems. The goal would be to enable bots to correlate outages by the customer’s surname and postcode and inform them the problem is already in hand — thereby reducing effort and incoming contacts further still. “Kerv have been fantastic to work with,” said Liam Mulholland, Service Delivery Director at Fibrus. “I think as a vendor their performance with us has been exemplary, and there’s an awful lot more that we can do together in the future.”

2 daysfor go-live100% of stafftransferred to home working 98.3%customer satisfactionLowest abesenteeismamong peers10% increasein sales conversion ratesUp to 90%time saving per client reportStaying ahead through innovation Digital marketing and sales continue to reshape the contact center industry as companies large and small look to accelerate new business. Field Management Ireland (FMI) is leading the charge. From its Dublin headquarters and Belfast office, the company delivers award-winning campaigns along with merchandising, demos, mystery shopping, retail audits and other services. As a recruitment specialist, FMI can rapidly deploy over 850 staff on a weekly basis, which is one of its major strengths. In today’s digital-first world, properly carrying out lead generation and customer acquisition means constantly pushing the boundaries. “To stay ahead we decided to invest and update our contact center technology,” said Rosemary Wynne, Digital Marketing Director at FMI. “That meant swapping siloed systems, teams and work practices for smarter data-driven insights and omnichannel campaigns — with everything managed in the cloud for greater flexibility and efficiency.” Better data, teamwork and job satisfaction After consulting with trusted partner and contact center specialist eleven, FMI chose the Genesys Cloud platform and were up and running within two days. “Genesys Cloud is simple to use and was expertly implemented by eleven,” added Wynne. “Our clients benefit too, because we’re able to uncover and harvest way more data and really understand what makes their target customers tick.” Three months after going live, FMI quickly came to terms with the COVID-19 crisis. “We were a lot more fortunate than many competitors and adapted to home working pretty easily,” said Majella Flynn, Operations Manager for FMI. “It helped that we’d removed the old walls between inbound and outbound communications. Plus, our staff tend to be digital natives in their 20s. So, keeping in touch through Genesys Chat is second nature. Now, they multitask between channels, freely sharing knowledge and expertise.” In addition to improving efficiency, the blended campaign management approach keeps staff engaged through greater work variety and job satisfaction. And it’s paying off. FMI has one of the lowest absenteeism rates among its peers. “We’ve only had one person go sick in the last three months,” noted Flynn. Harnessing the power of people FMI also introduced Genesys Workforce Management and now can better handle demand spikes. It forecasts and schedules resources accurately based on real-time information, ensuring the right agents, with the right skills, are always in the right place, at the right time.   With most staff trained for multiple roles, this arrangement operates as a two-way street. “We take employee well-being seriously,” said Flynn. “Prior to lockdown, the company paid for a personal trainer for four days a week. At the moment enabling people to trade and bid for shifts, topping up their pay and fitting work around family stuff is incredibly important.” Harnessing the power of people FMI also introduced Genesys Workforce Engagement Management and now can better handle demand spikes. It forecasts and schedules resources accurately based on real-time information, ensuring the right agents, with the right skills, are always in the right place, at the right time. With most staff trained for multiple roles, this arrangement operates as a two-way street. “We take employee well-being seriously,” said Flynn. “Prior to lockdown, the company paid for a personal trainer for four days a week. At the moment, enabling people to trade and bid for shifts, topping up their pay and fitting work around family stuff is incredibly important.” Improving the customer experience FMI clients have noticed the change. Now they can access their data directly, reducing time and effort. Reports automatically land in their inboxes, removing manual processes that used to take up to 90 minutes per client. And service levels have held up well, thanks to a seamless switch to home working. Customer satisfaction averaged 98.3% over the first three months. All leads are 100% qualified and passed to the agent who is best placed to close each specific opportunity. Since moving to the Genesys Cloud platform, FMI has seen a 10% improvement in conversion rates.   Small tweaks, like spotting and solving problems immediately also make a difference. “Now, our managers and supervisors don’t miss a thing,” concluded Wynne. “In one case, we fixed a 10% abandonment rate for a client simply by reducing an overly long IVR menu by 40 seconds. That’s all it took to transform their sales conversions.” Innovation never rests at FMI. The company is considering Genesys Predictive Engagement as part of its value proposition, leveraging artificial intelligence and analytics to uncover behaviors and interests of visitors to their clients’ websites. Then they can offer the visitors tailored deals through webchat.

Enabled 150home-based advisors within 48 hours63% fewerabandoned calls 30-secondreduction in call handle time Saved£305,000 in costs Halved the amountof time needed for quality auditsFourfold reductionin employee attrition ratesA unique approach FirstCare is the leading UK authority on workforce well-being and productivity. Since 2006, it has pioneered techniques that reduce the huge personal and financial costs of lost working days in large organizations. The business helps to identify, understand and respond to employee needs quickly, such as illness, injury or bereavement. Customers range from FTSE 100 companies in manufacturing and transportation to NHS Trusts and the police. FirstCare provides proprietary management tools and 24/7 nurse-led support to simplify day-to-day administration and deliver real-time insights. This unique approach, combining clinical expertise with advanced data systems, enables HR and wider leadership teams to support staff, manage risk and reduce costs. To support the demands of a rapidly growing business and maintain its market-leading position, FirstCare embarked on a digital transformation. The aim was to successfully transition from a rigid on-premises solution while redesigning and improving both the member and colleague experience from the ground up. “Any downtime or service degradation seriously impacts our clients,” said Ed Lane, Head of Operations at FirstCare. “As well as greater resilience, we needed to improve data access, software integration and operational efficiency so our members could have better conversations and the right level of support.” Proven cloud innovation Specialist customer experience partner Kerv helped scout the market and benchmark suppliers against the company’s 15 key requirements. “Along with extensive reporting and analysis, Genesys Cloud provided the best fit in terms of SIP trunking, open APIs and overall flexibility,” said John Coyne, Head of IT, Data and Compliance at FirstCare. Inbound, outbound, callbacks and emails now are managed effortlessly in a blended fashion from one omnichannel desktop. Integrating the Genesys Cloud platform with the company’s back-office systems and JIRA CRM platform further improved productivity and member experience. Payroll system changes are next, allowing the company to automatically capture extra shifts within employee payslips. This is another innovation that couldn’t be made before deploying Genesys Cloud. Superior advisor and member experience FirstCare advisors and nurses quickly understood Genesys Cloud technology, typically only taking a few hours to pick up the new system. “They like the new features, such as peer and supervisory support via live chat or video calls and feel more engaged and in control when dealing with members,” said Lane. For instance, automating caller ID verification has saved around 30 seconds per call and slashed the time it takes staff to access information and link call recordings within the CRM system. Members have more options to self-serve and can request a callback or complete a short survey and leave feedback — more services that weren’t previously possible. “Work quality has improved year-on-year, with scores increasing by 6%,” added Lane. “Moreover, we’ve seen a fourfold reduction in employee attrition rates, again pointing towards increased job satisfaction.” Managing one month’s call volume in a week FirstCare stayed tightly aligned to the COVID-19 timetable and fast-changing advice from the World Health Organization (WHO), leading scientists and the UK government. It was often the first port of call for members seeking clarification on issues that arose from televised daily briefings. This confusion resulted in additional inquiries from members who wanted clarity on top of the heightened volume of sickness absence calls. During March and April 2020, average daily traffic rose by 70% from the previous two months. “We had to handle one month’s call volumes within the first week, while at the same time redeploying 150 worried employees to safe home working,” recalled Coyne. “To overcome this, we adapted our protocols and care pathways daily. This included on-the-fly changes to IVR menus and messages, ensuring our team and service users always received expert advice and the latest information.” Crucially, FirstCare digitized entire processes and introduced COVID-19 control protocols within days. “Through better call prioritization, our nurses were able to improve triage efficiency, make more timely interventions and get members at serious risk referred quickly,” said Suzanne Marshall, Clinical Governance Officer at FirstCare. “This undoubtedly helped to save lives.” FirstCare also used Genesys Cloud to deliver the first fully virtual absence and nurse advisor inductions. Solid foundation for 300% growth plan FirstCare serves multiple NHS trusts, so any drop in performance directly affects its clients’ ability to staff safely. Near-live data is critical to ensuring these needs are met. “Through daily use of Genesys Workforce Engagement Management, our resource planning manager was able to accurately pinpoint requirements down to 15-minute segments,” said Lane. The company has laid a solid foundation for achieving its 300% growth plan. It was the first absence-management provider in the UK to become ISO27001 certified. Now, biannual quality audits are more straightforward. Bringing screen and voice recording together has cut the time an assessor needs to undertake an audit in half. Other results included a 63% year-on-year drop in abandoned calls — excluding COVID-19 impact during March/April. Advisor and nurse occupancy levels have improved. Average handle time has been reduced by 30 seconds, saving around £80,000 a year. Members can now close absences using IVR, which has cut inbound demand and costs by over £100,000. And chat and email third-party object routing has saved an additional £125,000 per annum. In the first four months, over 1,100 customer satisfaction surveys were completed, with an average score of 88.7%. “We’ve not only managed peak demand, but also raised our game — safely migrating to home working while improving the quality, speed and effectiveness of services,” concluded Lane. “As a result, we now have a significantly more agile business model and resilient disaster recovery plan, enabling the business to navigate COVID-19 challenges and save members’ lives.”

29% decreasein inbound calls supported by new platform developmentsMore precise matchingof agent schedules to call volume21.8% reductionin overflow calls to third-party provider10% increasein agent adherence in just four months 6 full-timeemployees moved to higher-value rolesEnabled remote workingcapabilities to ensure business continuityFor many years, New Zealand’s Fonterra Cooperative Group ran its farmer- and customer-facing service centers on a collection of non-integrated, on-premises contact center solutions. When the cooperative sized up digital channels to transform its customer experience and operating efficiency, the chasm between traditional technology and possibilities in the cloud drove its selection of the Genesys Cloud™ platform, using implementation partner Pyrios. Now, with the Genesys Cloud platform at the heart of its contact center operations, a critical piece in the dairy co-operative’s overall customer experience has jumped light years ahead. Divergent technology obscures single view of customer Fonterra produces 30% of globally traded dairy products yet runs a lean contact center operation — around 70 seats across four contact centers. The biggest center, known as Farm Source, supports the co-operative’s nearly 10,000 New Zealand farms. During peak milk season, Farm Source can manage up to 1,100 calls a day. And it handles about 145,000 inbound calls and 70,000 outbound calls throughout the regular season. Other call centers support Australian Fonterra farmers — brands that include Anchor and Mainland — as well as a credit control team. However, with each contact center operating independently, and the prospect of integration unlikely, Fonterra had to look past its on-premises platform to improve both customer and end-user experience. Moving to the cloud was the first step. Upgrade decision leads to cloud Fonterra put five market-leading providers through their paces. It then selected the Genesys Cloud platform and implementation partner Pyrios to spearhead the transformation of its enterprise service management capabilities. “Genesys Cloud delivers the omnichannel experience today’s customers expect, including the ability to remain innovative, and provides the opportunity for farmers and customers to engage in multiple ways beyond voice communication,” said Melanie Tuck, Farm Source Service Center Manager at Fonterra. With the new platform, the number of inbound calls was reduced by 29%, enabling the Farm Source Service Center to move six employees to higher-value roles. Combined with the broad benefits the cloud services provide, including simple licensing, continuous upgrades and seamless feature enhancements, the Fonterra service centers can flex and adapt call center technology with minimal development and support costs. Recent service additions include callbacks to suit farmer schedules, webchat, screen shares and co-browsing. Smarter resourcing improves agent productivity Fonterra Service Center managers now work more proactively to support resourcing requirements — call flow changes, agent onboarding and queue management — driving efficiencies across the service center. Specifically, managers use agent and call arrival data to make smarter rostering and scheduling decisions, confidently redeploying contact center staff to other parts of the business as call volumes ebb and flow. Managing this task is also easier with workforce management. Rostering that once took two weeks can now be completed in just two hours a month. On the training front, more granular information ensures Fonterra team leaders identify struggling new hires for additional training. Agents benefit from more information and control, trading shifts and making leave requests online. The net effect has boosted agent adherence by 10% and reduced call overflow to a third-party provider by 21.8% over the past year. Agents also noted that improved work-life balance has made them happier in their jobs, easing the load on Fonterra workforce analysts. Building on these successes, the service center has introduced a work-from-home policy to encourage more flexible working arrangements to further improve work-life balance. With the Genesys Cloud platform managing every customer service center touchpoint, the company can integrate with Salesforce to fulfill its vision for a single view of the customer. This also gives Fonterra customers a seamless, consistent experience and personalizes each call using the Genesys CTI and screen pops. Cloud agility beefs up business continuity Having a cloud-based contact center also enables Fonterra to handle unforeseen events with ease. This was proven when a flood occurred in the South Island of New Zealand. When rain bucketed down and calls from both farmers and internal stakeholders spiked, Fonterra was able to separate calls that originated in the South Island and handle them in a single, high-priority queue managed by its most experienced agents. Additional self-service options diverted inbound calls to an after-hours provider, freeing up agents to assist farmers with urgent needs. “The team responded to this event in the moment, prioritizing calls with farmers most affected while ensuring services to other farmers and customers were maintained,” said Tuck. More recently, when the COVID-19 pandemic occurred, Fonterra shifted its entire service center to virtual at-home working. At the same time, it quickly launched a new online sales channel to handle sales orders and inquiries to support its retail stores network, which had refocused on product distribution. The move to at-home working has also helped to retain high-performing agents who otherwise would have left the business. Keeping these agents in the fold ensures Fonterra is covered for peak calls throughout the milk season. “Having to move to remote working proved how agile the team could be and provided a very high-speed proof of concept in relation to the technology,” concluded Tuck.

Over halfof chat inquiries solved automatically30% savingson licensing and support costs80% fasterresponse through email95% firstcall resolution5% risein agent productivityMaking travel easy Owned by the City of Oslo and Akershus County Municipality, Fremtind Service manages payment collections for 83 toll roads. With more than 650,000 registered accounts, the company handles about 108 million toll passages each year, generating valuable revenue for reinvestment in the region’s transport infrastructure. Aligned with a vision to make travel easy, Fremtind Service is always looking for new ways to improve customer experience. While a Genesys PureConnect on-premises solution had served the company well, Fremtind Service wanted to take advantage of a more agile cloud model. “We were introduced to Genesys Cloud and immediately became intrigued,” said Richard Vogt, Operations Manager at Fremtind Service. “The idea of open APIs and omnichannel interactions, without dealing with hosting, was very attractive. It had a great roadmap and the price wasn’t bad either.” Predictable, stress-free service Within less than two years since deploying the Genesys Cloud solution, Fremtind Service has unified operations across its Oslo and Belgrade service centers. “The Genesys Cloud desktop was easy to pick up,” said Vogt. “It brings predictability and takes away stress for our agents. Also, we’ve not had a serious outage in 22 months. This is by far the most stable platform we’ve ever used.” In an average week, Fremtind Service deals with 4,000 phone calls, 1,000 chat exchanges and 2,500 email contacts, in addition to 1,200 chatbot and 1,950 automated email interactions. The centers also support sales and reporting for the police and other government departments. “By consolidating everything into one solution, we’ve reduced administration and average handle time for customer payments and inquiries,” said Trond Martinsen, Traffic Manager for Fremtind Service. “We’re less vulnerable to downtime and our agents can work anytime, anywhere. They just need an internet connection.” Experimenting with blended AI Taking advantage of the Genesys Cloud open APIs, Fremtind Service connected KPI reporting tools and wallboards. And customer service has been re-architected with a bot-first approach. Core to this was a blended AI strategy — welcoming customers and directing them to use chatbots. “We decided to start small with robotic process automation for specific communications like email,” said Vogt. “This was important for educating our staff and building AI experience for our technicians.” Now, more than half of all chat inquiries are solved automatically. If the bot can’t answer a question, the contact is instantly escalated to the first available agent. The agent uses the Genesys desktop to see the chatbot conversation, along with the customer’s full history. This makes it easier to resolve issues on the spot. Across-the-board improvements Fremtind Service has seen a 30% savings on licensing costs, in addition to having less need for buy-in IT support. In addition, it’s much easier to track KPIs. “The analytics we get from Genesys Cloud have transformed the way we manage resource scheduling, reporting and other important daily tasks,” added Martinsen. Agent productivity has risen by 5%, aided by better control of workflows. Service levels also have improved — with 70% of phone and chat contacts answered within 30 seconds. Email response times have been cut from 5 days to 24 hours. Customer feedback has been positive, too. SMS and email surveys collected through the Genesys Cloud platform confirm that 95% of calls are resolved the first time, contributing to a consistent satisfaction score of 90% or higher. Fremtind Service plans to add voicebot technology and expand AI functionality. “We’re thinking about creating a chatbot for Facebook and making a bot-assisted, frequently asked questions service available on our website,” concluded Vogt.

Reductionin abandon rateIncreasein agent efficiencyUptakeof virtual assistantsA complex legacy Reliably consistent, streamlined customer service can be challenging for any organization that, like Global Payments, provides a broad range of services across geographies. Reducing the complexity of any underlying technology is essential. Global Payments has a truly global footprint, providing a variety of financial services to institutions and merchants in over 100 countries worldwide. The company has also grown considerably through mergers and acquisitions, which created an extremely complex and heterogeneous contact center operation that includes 50 sites worldwide. “We were really looking for a way to bring our contact centers onto a single platform that could push us forward to our future,” said Mackenzi Eisman, Business Solution Manager at Global Payments. After Global Payments decided to move on from incumbent Avaya, its contact center leadership conducted extensive proof-of-concept work with four potential new providers, including Genesys. Internal IT specialists met with business leaders to discuss opportunities and challenges relating not just to contact center technology but also to the entire customer journey evolution. These needs were then ranked according to enterprise priorities on a scorecard. Vetting for must-haves The detailed search and review emphasized the need for a platform that would be easy to use for all employees, regardless of experience with past systems. “If agents have to read a 10-page manual to be able to use a tool or a function, it’s probably not going to get used, so then we would be paying for something that’s not relevant to our business,” said Eisman. Also essential was finding a solution that would not need extensive minding. Global Payments has talented developers, but they need to focus on customer-facing payment processing solutions, not maintaining contact center systems. “We are not a BPO; we are not in the business of hosting and supporting contact centers,” added Beth Granberry, Director of Telecommunications and Contact Center Services at Global Payments. “Our team needed the contact center to work, and that was a really big benefit of Genesys: knowing that everything is there, we just need to turn it on.” With evaluation tools in hand, small teams of Global Payments specialists spent weeks vetting each solution. The experts pored over the systems, assessing real-world performance against third-party research and vendor claims, and assigning scores based on the priorities provided by internal stakeholders. Comprehensive consideration pays off The detailed, lengthy search for the optimal customer experience (CX) platform was more than worth the effort. “Our process was time-consuming, but if we hadn’t put the time in, we may not have picked the best vendor,” said Eisman. “It is a lot of work, but the results you get are unmatched, in my opinion.” Granberry concurred: “We’re quite proud of the research we did. We wanted something with the breadth and security structure to support a Global 500 company. We didn’t want to buy a roadmap; we wanted to buy functionality that’s actually in place today.” Ultimately, the search process found that no other provider could deliver the same degree of code customization, systems integration and out-of-the-box functionality that the Genesys Cloud CX solution provides. “When it came down to what’s already built, Genesys scored higher,” said Granberry. “Genesys Cloud had everything we needed, either already in the system, or in an AppFoundry partner, or in an out-of-the-box API — bringing everything together quickly and in an easy, standardized process.” The right team, the right rewards To address the challenges of moving a worldwide enterprise away from a complex legacy software environment, Global Payments turned to professionals at Genesys partner TTEC Digital for help. “TTEC Digital understood Genesys, they were ready to work with a large enterprise company and they listened to us,” said Granberry. Bringing sites online in Genesys Cloud has been largely uneventful. The largest deployment to date at the company’s Cleveland operation included the first rollout with Salesforce integration. The Global Payments implementation team was braced for the friction and frantic messages that often accompany enterprise rollouts. What they got was a fast but otherwise unremarkable changeover. “It went so smoothly that by noon the first day of implementation, I was driving home,” said Eisman. Since implementation, agents who have moved to Genesys Cloud have higher efficiency and file fewer support tickets. The consistent voice experience, in or out of the office, has made it easier for Global Payments representatives to field calls. “The agents love that no matter where they’re working it’s the same experience, and we’re seeing decreases in issues and incident tickets, because Genesys Voice Services just works,” said Eisman. Customer experience is also improving. Call abandon rates are down, and customers’ uptake of virtual assistants is on the rise. Global Payments has also started working with Genesys Cloud AI tools to speed employee directory lookups and improve agent assistance tools. The company is launching Agent Copilot, looking forward to potential productivity gains as a result. Because Global Payments has such a diverse business footprint, it took seven independent implementations to bring the first 1,500 agents onto Genesys Cloud. Over the coming year the company will bring the majority of worldwide agents online as the company’s three largest contact centers make the switch. Working together with the Genesys team will be a key component of the greater migration. “Genesys can open up so many communication channels or bring in resources that help our business leaders understand where a product roadmap is going,” said Granberry. “So, having Genesys as a partner isn’t just day-to-day support, it’s very future-looking, providing our business a level of comfort.”

173%increase in collections calls80%Net Promoter Score

50% improvementin first-call resolution26% reductionin repeat calls100%system availabilityFacing up to a changing market Grupo Equatorial has been a mainstay of Brazil’s energy market for two decades. It serves 34 million people across 31% of Brazil, from Oiapoque in the north to Chuí in the south. But its business is changing. Alongside its regulated electricity distribution operations, where customers have no choice of provider, Grupo Equatorial has been branching out into competitive markets such as rooftop solar power and telecommunications. These markets demand high levels of customer responsiveness and engagement. At the same time, Brazil’s electricity market regulator, the Agência Nacional de Energia Elétrica or ANEEL, is demanding higher levels of service provision across the board. In 2021, for example, ANEEL introduced a wide-ranging package of rules, called “Resolução 1.000,” that included requirements for electricity market operators to offer a range of customer service channels including phone, online and in person. The resolution also required operators to meet new standards for customer response, for instance by offering callbacks and call recording for quality assessment. “In the last five years, customer service has dramatically evolved — and we have matched in our relationship with our customers,” said Maurício Alvares da Silva Velloso Ferreira, Director of Corporate Clients and Services at Grupo Equatorial. Entering a digital, omnichannel world This evolution has forced Grupo Equatorial to reevaluate how it communicates with its customers. Historically, the company had offered in-person and phone-based customer service, but little in the way of digital channels. With consumer preferences and regulation all emphasizing digital contact, it was clear this had to change. And just stitching together a range of point products would not do the trick. “Our challenge is to provide our customers with the same experience, whether they are in Macapá, Belém or Porto Alegre,” said Velloso. “We cover an enormous geographical area and a huge number of customers. We need to ensure a uniform experience across all our concession areas.” Besides having a uniform customer experience (CX) platform across the whole country, it was important to have a technology foundation that could overcome natural disasters. The Grupo Equatorial catchment area includes regions such as Rio Grande do Sul, which in 2024 was subject to the worst flooding seen in Brazil for 80 years. Such catastrophes could force the closure of local offices, but customer services would have to continue regardless. Selecting a leading platform The key to which platform Grupo Equatorial should use emerged when the company bought a smaller electricity distributor in the state of Goiás. The distributor was using Genesys in its contact center, and this gave Grupo Equatorial a taste of the technology. “We understood that Genesys fits the needs of customers from various segments and niches,” said Fernanda de Carvalho Leão, Customer Experience Manager at Equatorial Group. “Large enterprise customers and low-income customers have absolutely different needs but must be equally well served. If the customer prefers self-service, I must make it available. If they want personal service, I must offer it, too, and so on.” Genesys can cover all these bases with a single platform. Plus, it does not hurt that the technology can be delivered from the cloud, making it impervious to natural catastrophes, and is one of the most widely used customer service platforms on the market, familiar to contact center agents around the world. A more efficient way of working Equatorial Group had migrated its contact centers in Imperatriz, Teresina and Porto Alegre to Genesys by February 2024 — and things “immediately started working differently,” said Contact Center Manager Sanderley Lima. It was not just that Equatorial Group was able to communicate seamlessly with customers using IVR and digital channels such as WhatsApp, which helped raise the level of first-call resolutions from 60% to almost 90%. Nor was it the fact that the platform increased the resilience of Equatorial Group overnight — previously, to re-route calls, “I would need a license and to go through a whole bureaucratic process,” said Lima. “Now we can do a turnaround in seconds.” These features have transformed how Equatorial Group can deliver quality service, but what the company did not expect was the host of operational efficiency improvements it has seen thanks to the intelligence of the Genesys platform. Previously, for instance, Lima had to listen to a selection of customer calls and collate service metrics by hand to comply with rules set by the Brazilian National Standards Organization. But now, said Lima: “I already have this on my screen. At the end of the day, I have a complete picture of each agent’s service.” The Genesys IVR system allows any caller to reach a human agent if they need to, while live sentiment analysis provides a real-time picture of customer satisfaction during the progress of a call. At the same time, Genesys Cloud Workforce Engagement Management helps agents improve their service levels through gamification features and simplifies training — as well as the distribution of tasks to about 600 back-office employees. Powering intelligent customer service Thanks to Genesys, “we are using artificial intelligence to help develop customer relationships,” said Velloso. “The result is improvements in operational efficiency, customer experience and consumer satisfaction.” With less than a year of experience with Genesys, Equatorial Group is already putting the platform at the heart of its customer contact strategy. “We have an extensive roadmap for deployments in the Equatorial Group,” concluded Velloso. To learn more about the solutions featured in this case study, visit www.genesys.com.

Bot-blended regional services with a personal touchUnifiedomnichannel conversations and dataSignificant reductionin complaint handlingBetter insightinto essential CX driversFaster and bettertargeted service improvementsInspiring people to care for people Founded 40 years ago by biochemists Janete Vaz and Sandra Soares Costa, the Sabin Group has become one of Brazil’s largest diagnostic medicine providers, aided by organic growth and acquisitions. With around 7,000 employees and 350 service units, the company supports more than seven million customers annually with a broad portfolio of clinical analysis, diagnostic imaging, vaccinations, executive check-ups and other preventative services. Also recognized for its female entrepreneurship, Sabin is a serial award-winner and regularly ranks in the top 100 best companies to work for in Brazil and Latin America. The company’s mantra is to inspire people to care for people and its contact centers are instrumental in achieving that goal. “We try not to be just another service provider by being really welcoming,” said Neilton Alves, Project Analyst at Grupo Sabin. “Our commitment is to use technology to enhance — not replace — human warmth and interaction. And for that we rely on Genesys.” Unifying conversations and data While business stopped for many companies during the pandemic, demand for Sabin medical services tripled. “We grew our workforce 170% and moved to home working overnight,” said Alves. “Our entire admin team helped out. Some people didn’t even know how contact center tools worked, but Genesys was very intuitive. And the platform handles so well that our agents still continue to work remotely.” Before, phone and WhatsApp conversations were managed on two disconnected systems. Unable to unify data, customers switching between channels were often treated as two separate interactions. As well as generating unnecessary queue time and work, this also hindered case management and performance reporting. Standardizing on the Genesys Cloud platform took those problems away. “It doesn’t matter whether patients use voice, WhatsApp, email or chat — they all enter via Genesys,” said Alves. “Before, our agents used to waste time asking their location and why they were making contact. Now, they don’t. They already know.” Bot-blended regional services with a local touch Sabin has taken messaging innovation several steps further by integrating WhatsApp with a Genesys Cloud chatbot — solving another of its biggest challenges in the process. Multiple regional centers and WhatsApp groups have been replaced with a single, highly personalized messaging service where customers can seek answers, book exams and much more. “Rolling out Genesys nationwide was a great help, providing features we didn’t have with our old systems,” said Alves. “Our chatbot directs customers to their nearest Sabin service unit. Likewise, it will hand off to an agent familiar with their local accent to continue the conversation as if they were speaking with a neighbor.” Insightful reporting fuels a bright future With Genesys Cloud Workforce Engagement Management quality assurance and reporting capabilities, insight into medical services goes way beyond call volumes and waiting times — uncovering valuable strategic data with far less effort. “Reporting is another Genesys strength and greatly contributes to our decision-making and how we improve contact center team structure and performance,” said Alves. “For example, idle time used to be especially difficult to map and measure. Now, I can detect when an agent gets anxious or stressed, and change their hours or shift, resulting in productivity gains. If I could have done this years ago, it would have made my life a lot easier.” Greater insight, combined with accurately targeted service improvements, has also led to a significant reduction in complaint handling. Sabin intends to carry on integrating medical services with artificial intelligence and omnichannel experience. “Most of the future projects that excite our board can be deployed out of the box with Genesys as the capabilities are already there,” concluded Alves. “However, we will ensure we never lose human warmth. We plan to survey customer sentiment and will continue to provide our agents with the tools and insights they need to deliver the best care possible.”

Integrated and automated processeswithout affecting productivity95% servicelevel achievedMaintained 5- to6-minute AHTBalanced workloadsfor three call centers and about 400 agents100%of calls recordedEnhanced CXwith self-service botsGrupo Vanti, the leading natural gas in Colombia, unified its business processes and achieved a 360-degree view of its entire operation by migrating to the Genesys Cloud platform. With this all-in-one solution, Vanti now has full visibility of its providers and contact center operations — and can measure and balance workloads in its contact centers. Upgrading these call centers to an omnichannel customer experience center was a key piece of the company’s digital transformation. “The Genesys Cloud solution gave us the great advantage of omnichannel operation,” said Raúl Burgos, Systems Engineer and Technical Administrator for Vanti. “Having everything in a single platform, where we could integrate both voice communications and digital channels, is a very significant added value. And the efficient integration with the SAP CRM system gives contact center agents support from back-office processes.” Achieving full visibility With a presence across 105 Colombian provinces, Vanti has over 3 million residential and commercial customers. In 2018, a new group of shareholders took control of the company, driving a major internal digital transformation. Vanti knew it needed a transformation to modernize its platform and gain full visibility of its providers — four companies that operate and manage the entire operation of three contact centers and more than 400 agents. This full visibility would help Vanti automate its data feed and provide real-time insights to measure and balance workloads in the contact centers. And it would provide valuable customer experience (CX) insights. Even before the transformation, Vanti had prided itself on providing outstanding customer service, an advantage it did not want to risk. And it needed to migrate quickly and effectively without affecting business continuity. “We had to maintain our high service indicators, with averages ranging from 95 percent in level of service to 80 percent in quality of service, and an average handle time between five and six minutes,” said Rolando Bermúdez, Manager of Implementation and Customer Support for Vanti. Enabling the best experience With the Genesys platform, Vanti agents now guide customers from start to finish by understanding the context of each step in their journeys — and can even predict customers’ needs. “The Genesys Cloud platform gives us the unbeatable advantage of having all our information online, making it easy for us to analyze the performance and operation of our management of our various providers and agents,” said Gloria Carvajal Álvarez, Call Center Coordinator for Vanti. “This lets us manage their workloads and provide the best experience to our customers.” Vanti can now add new capabilities — or a new digital customer service channel — quickly, easily and inexpensively. “Previously, it took us up to two months to make any change or update to the IVR, and up to three months, working long hours, to develop new capabilities,” said Leonardo Venegas, Senior Professional for Saab CRM and Support Manager for Vanti. Vanti can now integrate new capabilities in a few hours without contracting outside personnel. It can also add new web services, such as artificial intelligence (AI)-based Google Cloud Dialogflow chatbots, email and additional IVR self-services — all in the same package, without making changes to other platforms. This lets Vanti enhance its services easily, saving significant time and expenses. “With the Genesys platform, Vanti takes advantage of the additional IVR self-services capabilities to attend 20 percent of all customers’ contacts, 17 percent through WhatApp, and 11 percent via email,” said Bermúdez. By implementing Genesys solutions to integrate and automate its business processes, Vanti created an efficient CX orchestration solution that includes web chat and callback capabilities throughout its contact centers in Colombia. When customers browse the Vanti service website to report a problem with their gas service, they can submit their basic information online. And, if the line is busy when a customer calls to report a problem, they can schedule a callback in 15 minutes. Working with the best partner Previously, Vanti had an on-premises solution from Avaya that couldn’t provide the competitive advantages it desired. Now, with the Genesys platform, Vanti has emerged as the icon of the Colombian gas industry. “We evaluated different technological solutions, such as Cisco and Avaya, but they were very expensive,” said Venegas. “In addition to a 360-degree view of the operation, Genesys offered us many possibilities, quick implementation at a lower cost and the elimination of time-consuming communication silos.” “To migrate to the new cloud model, it was very important to find a partner like Global Networks Solutions, which gave us rapid implementation within the established budget, ensuring operational continuity above all, so that our customers would not have any negative experiences,” added Bermúdez. Compliant with every regulation As a public enterprise in Colombia, Vanti must comply with various government regulations. Genesys Cloud makes it easy to ensure end-to-end data protection while meeting numerous domestic and international security standards. “It was very important for our business to record 100 percent of customer calls because the government requires us to keep evidence of all calls that our contact centers receive,” said Bermúdez. Before implementing the Genesys platform, Vanti lacked an organized methodology to record calls, monitor agents or optimize agent skills. Previously, agents spent much of their time determining which customer engagements to record, save and archive. Now, Genesys Cloud seamlessly integrates and automates processes, so all engagements are automatically recorded — lowering agent stress and giving them more time to serve customers directly. “With the new Genesys Cloud platform we can keep and access a complete file of all customer calls nationwide,” said Álvarez. Coming through in a crisis Soon after the migration, Vanti had to respond to the business challenges of the COVID-19 pandemic. Vanti started by sending more than 400 agents to work at home. It also contracted 140 additional agents to deal with a surge in calls. Despite these challenges, Vanti maintained 100% availability, ensuring the service and delivery of natural gas. During the worst months of the pandemic, calls increased from 350,000 to 900,000 per day. Because of its Genesys platform, Vanti responded to this increase with just a 30% increase in its number of agents. “The flexibility of the platform was a very important advantage during the health crisis,” said Burgos. Vanti also implemented self-service using Genesys Web Service. By answering basic questions quickly, the chatbots reduced pressure on agents and provided exceptional 24/7 service that combines web chat, email, mobile applications and social media. “With Genesys, our Web Service capabilities of self-service allow us to provide personalized service that improves the customer experience by offering anytime, anywhere service,” said Burgos. “We can put our customers first, which is vitally important to us.” Ready for the future Vanti is confident about the future. Recently, it added a new emergency contact center to handle future contingencies — and a new SMS channel for special campaigns. In 2022, Vanti plans to add other capabilities to its IVR, such as new WhatsApp channels, IVR callback and transfer controls for inbound and WhatsApp queues. “Switching to the Genesys Cloud platform has been really great for Vanti — a phenomenal change!” concluded Carvajal. “I’d recommend it to anyone considering a move to an all-in-one, cloud-based solution.”

$250,000 annual savingsin cost avoidance through WEM88% improvementin service levels79% reductionin waiting time65% decreasein abandoned calls32% growthin revenue12% increasein call answer rateGraphics and digital print gurus Graphic Solutions Group (GSG), an expert provider of equipment, consumables and services for the graphics and commercial sign industry, employs 60 inside sales reps working remotely, hybrid and in office across 10 branches. Its supervisors and agents fill multiple roles, taking orders and handling up to 1,200 calls daily, plus chat messages from the company’s website — with eCommerce accounting for nearly a third of its sales. Previously stranded on legacy Cisco on-premises technology, GSG lacked real-time analytics and effective reporting. The business was nevertheless growing rapidly. However, during periods of high demand, service suffered due to long wait times and abandoned calls, leaving both agents and customers feeling frustrated. “Along with our IT director, we studied the cloud market, gradually building up business requirements,” said George Temple, Director of Customer Experience at GSG. “Unfortunately, the Mitel and Talkdesk solution we chose couldn’t deliver on their system integration promises. So, we had to start over in our search for a new contact center solution.” Protecting sales revenue At the recommendation of an independent consultant, GSG took a comprehensive look at three leading contact center as a service providers, eventually selecting the Genesys Cloud platform. “After the Genesys demo, where they mocked up our direct inward dialing and CRM system, we were done with shopping,” added Temple. “We comfortably beat our 90-day go-live target with a fully remote implementation and onboarding program.” Powered by highly resilient Amazon Web Services (AWS) global data centers and a microservices architecture, the Genesys platform soon made a difference. “One day our on-premises servers completely crashed,” said Lauren Forte, Director of Inside Sales at GSG. “However, the Genesys platform stayed up, enabling us to handle over a thousand calls, retaining over 95% of revenue and later recovering handwritten orders to our ERP system.” Multitasking made easy GSG lost no time in extending the platform to over 100 non-contact center and Cisco unified communications users. The switch to the cloud was executed seamlessly. “Our agents said moving to Genesys was the smoothest technology implementation they’d ever seen, and after 30 minutes of training they were ready to go,” said Forte. Several months later, GSG implemented Genesys Web Messaging and also introduced a payment self-service portal on the website. GSG added a chatbot built using the integrated Genesys Dialog Bot Flow in less than three months. The chatbot answers the initial web message and delivers notifications, office hours and other relevant information to customers. Next, GSG is planning to use Intent Miner to find new areas of opportunity for artificial intelligence (AI) automation. “Web messaging has been a hit, both internally and externally,” said Temple. “We have found that a lot of our customers are using web messaging as a navigational support tool for our website. It allows customers to get the help they need without abandoning our site. Instead of calling or emailing, they get help right away by sending a message. And we’ve also found that agents can multitask much easier with web messaging than with voice.” Avoiding costly recruitment and training expenses Due to supply chain issues caused by the COVID-19 pandemic, GSG experienced massive caIl volumes that their team had trouble keeping up with. Hold times skyrocketed and employees were feeling stressed as frustration grew amongst the team. In an effort to improve employee morale, call metrics and reduce queues, the inside sales department received approval to recruit an additional five people. Since a new sales rep would receive 90 days of training and take six months or longer to fully onboard, the team reevaluated the situation. “We had been talking with Genesys and decided to upgrade to the Genesys Cloud 3 license and utilize Workforce Engagement Management as a way to solve some of our challenges,” said Temple. Once GSG started using the workforce management functionality for employee scheduling, staffing became much more efficient. “We thought we needed five additional agents to help with the increased volumes,” said Forte. “But it turns out that we had a scheduling issue, not a headcount issue. That saved us $250,000 in labor costs annually.” Building a culture of continuous improvement Supervisors and agents used to have conversations that weren’t tied to data or clearly defined metrics. That’s no longer the case. AI-powered forecasting and scheduling enables GSG to predict and staff for demand spikes more accurately. “Before, we felt helpless seeing our agents struggling to answer calls or phone their own customers back in a timely manner,” said Temple. “Thanks to Genesys Workforce Engagement Management, that’s less of a worry now. We’ve also standardized training and clarified job roles and performance expectations.” The benefits of improved employee engagement, automated resource management and personalized performance-driven learning have been noticed by customers, too. Within nine months, they saw service levels climb from 48% to 90% — an 88% improvement. Calls answered increased by 12% with average wait time decreasing by 79% (from 109 to 23 seconds) and abandonment rates dropping 65%. Agents also get 30 minutes off-queue to work on their reports, which is automatically added to their daily schedules. And GSG has seen a significant increase in both sales and conversion rates since streamlining its staffing and scheduling processes with Genesys Workforce Engagement Management. “Our agents are able to focus on higher pay-off activities, such as visiting customers, receiving training and running outbound campaigns — one of which generated $2 million in sales,” said Forte. “Collectively, those gains contributed to 32% revenue growth over 24 months, while sustaining sales margins and customer experience.” Adding gamification to the mix Always excited to experiment, GSG leveraged Genesys Workforce Engagement Management gamification tools to remove other historic business barriers. “While others talked about a roadmap, Genesys walked the walk and offered a license with room to grow,” said Temple. “And through their user groups, we have a voice — they listen when it comes to R&D.” GSG has gamified four KPIs, including schedule adherence, which is especially useful for covering lunch breaks and wasn’t possible to measure before. Agents and remote workers take part in monthly challenges to win prizes and can track their performance stats via a personal dashboard. “Gamification was super easy to turn on,” concluded Forte. “It’s leveled the playing field by showing you don’t have to be a long-serving rep or manage big accounts to be recognized.”  

Nearly doubledcommercial sales4% improvementin customer service92%customer satisfactionUnifieddigital channels Automatedbusiness processesEnabled remote workingand agent trainingHeineken, the largest brewer in Europe, operates in 70 countries with more than 250 brands worldwide. For more than 20 years, Heineken has operated in Mexico, where it runs six plants and employs more than 16,000 people. A constantly evolving company, Heineken Mexico is a market leader with a portfolio of more than 20 products. But its contact center — the preferred touchpoint for most of its customers — relied on a disjointed process to manage 190,000 outbound calls and 40,000 inbound calls each month. “We have always been focused on achieving continuous improvement, especially when it comes to implementing new technologies and access to the latest innovations,” said Adrián Lozano Cantú, Customer Service Manager at Heineken Mexico. “A modern, flexible all-in-one platform from Genesys was just what we needed. Everything flowed better, and in less time, than we expected.” Evolving to automation The journey to a contact center transformation started several years ago — taking Heineken Mexico from a legacy Cisco system to the Genesys PureConnect on-premises application. This was a huge step in the company’s transformation, enabling increased employee productivity, improved CX and enhanced visibility. While Heineken Mexico had a very positive experience with Genesys PureConnect, the team wanted to leverage the benefits of the cloud. In 2020, it migrated to the Genesys Cloud platform to unify its digital channels — webchat, email, SMS and chatbots. The platform has also allowed them to test voicebot capabilities, where customers can call outside of business hours and interact with a bot. The next day, they receive a callback based on their need and the timeframe that best suits them. With a clear migration roadmap in place, Heineken Mexico worked with partner Sixbell to ensure a smooth and efficient transition to Genesys Cloud. Building on the success of the implementation, Heineken Mexico was able to further enhance its customer experience. “We knew it was time to migrate to a Genesys Cloud solution that would transform the contact center by delivering the innovation and automating business processes that our company needed,” said Lozano Cantú. “Now, we have a robust platform with all the features to empower our agents with a superior user experience. And it’s taken our customer service to another level.” Enabling 360-degree visibility and remote work Heineken Mexico has leveraged the open, flexible architecture of Genesys Cloud to provide 360-degree visibility for its agents. The platform also enabled agents and their supervisors to work remotely, an option that was critical when the COVID-19 pandemic struck. Enabling 360-degree visibility and remote work Heineken Mexico has leveraged the open, flexible architecture of Genesys Cloud to provide 360-degree visibility for its agents. The platform also enabled agents and their supervisors to work remotely, an option that was critical when the COVID-19 pandemic struck. The new service model included redesigning the user experience for its employees. Previously, the company relied on manual processes to make sales and attend to customer orders. Agents spent time searching for customer information on multiple screens, but now they have a single view on portable tablets. This saves time, allows them to quickly resolve issues and questions as they arise, and lets them personalize their service. And the Genesys solution enabled the rapid implementation of remote work with easy onboarding that supervisors could facilitate virtually. The new service model included redesigning the user experience for its employees. Previously, the company relied on manual processes to make sales and attend to customer orders. Agents spent time searching for customer information on multiple screens, but now they have a single view on portable tablets. This saves time, allows them to quickly resolve issues and questions as they arise and lets them personalize their service. And the Genesys solution enabled the rapid implementation of remote work with easy onboarding that supervisors could facilitate virtually. “It was very important that the Genesys solution allowed us to efficiently enable employees and supervisors to work remotely — providing all the required functionalities as if they were on site,” said Edgar Muñoz Hernández, Head of Analytics and Support for Heineken Mexico. “This was very valuable to us at that time when everyone had to go home to work.” Modernizing a contact center Heineken Mexico knew the migration to the Genesys Cloud platform included redesigning the contact center with a cloud-based customer service model. Its contact center receives sales requests, tracks product deliveries and ensures efficient ticket resolution in after-sales services. Now, agents can design, monitor and fine-tune the entire customer journey — achieving more personalized customer service. Similarly, it has enabled new self-service digital webchat channels, which has raised its customer satisfaction to 92%. “With the Genesys Cloud solution, we redesigned the entire contact center, from the agent experience to the customer experience, incorporating new functionalities to route, measure and expand these new digital channels as customer preferences change,” said Lozano Cantú. “Also, we enabled new tools so that customers can resolve requests quickly themselves, without having to wait.” “Service levels improved markedly, from 95 percent to 99 percent, while maintaining an average handle time of less than 20 seconds,” added Muñoz Hernández. “We have also done very well on the commercial side. Sales have almost doubled, from 6 percent to 12 percent.” The modernization of the contact center also included remote training for employees using the Genesys Cloud platform. In addition to an optimal home-office implementation, Heineken Mexico improved employee satisfaction levels by two percentage points in the latest internal surveys that monitor the work environment. Enabling new services With the migration, Heineken México was able to take advantage of new functionalities such as webchat, and sales campaigns by SMS and by email. “The SMS campaigns especially helped us increase our levels of contact with customers by up to five points,” said Muñoz Hernández. “Now, we send notifications prior to the day they make their order so they can be ready.” “It was very important that the Genesys solution allowed us to efficiently enable employees and supervisors to work remotely — providing all the required functionalities as if they were on site,” said Edgar Muñoz Hernández, Head of Analytics and Support for Heineken Mexico. “This was very valuable to us at that time when everyone had to go home to work.” Modernizing a contact center Heineken Mexico knew the migration to the Genesys Cloud platform included redesigning the contact center with a cloud-based customer service model. Its contact center receives sales requests, tracks product deliveries and ensures efficient ticket resolution in after-sales services. Now, agents can design, monitor and fine-tune the entire customer journey — achieving more personalized customer service. Similarly, it has enabled new self-service digital webchat channels, which has raised its customer satisfaction to 92%. “With the Genesys Cloud solution, we redesigned the entire contact center, from the agent experience to the customer experience, incorporating new functionalities to route, measure and expand these new digital channels as customer preferences change,” said Lozano Cantú. “Also, we enabled new tools so that customers can resolve requests quickly themselves, without having to wait.” “Service levels improved markedly, from 95 percent to 99 percent, while maintaining an average handle time of less than 20 seconds,” added Muñoz Hernández. “We have also done very well on the commercial side. Sales have almost doubled, from 6 percent to 12 percent.” The modernization of the contact center also included remote training for employees using the Genesys Cloud platform. In addition to an optimal home-office implementation, Heineken Mexico improved employee satisfaction levels by two percentage points in the latest internal surveys that monitor the work environment. Enabling new services With the migration, Heineken México was able to take advantage of new functionalities such as webchat, and sales campaigns by SMS and by email. “The SMS campaigns especially helped us increase our levels of contact with customers by up to five points,” said Muñoz Hernández. “Now, we send notifications prior to the day they make their order so they can be ready.” Recently, Heineken implemented new services based on artificial intelligence (AI) with Genesys AppFoundry® Marketplace partner Tethr It Now — a real-time, video-calling platform that connects experts with users to troubleshoot technical problems. This tool enables video calling with augmented reality capabilities — facilitating remote pre-diagnostic and technical advice related to common failures of customers’ refrigeration equipment. Now, agents can use pointers, colors and underlining to provide remote technical advice to customers. This results in significant cost savings and avoids having to hire specialized outside technicians for in-person customer visits. “Customer perception of our service has increased by 1.5 percent, and we have also done very well in point-of sale brand preference surveys in comparison with our competitors,” said Muñoz Hernández. “So far this year we have climbed from fourth to second place in a very short time.” A promising future in sight Heineken Mexico has kept technological innovation in its sights, with the goal of exploiting the full range of possibilities offered by the Genesys Cloud solution. It soon plans to add workforce engagement management, speech analytics and WhatsApp as an additional customer service channel. And it wants to add Google Cloud Dialogflow functionality, while exploring new ways to leverage other AI options, chatbots and co-browsing tools. “We will definitely continue to take advantage of the full range of tools and possibilities that the Genesys Cloud solution offers us,” concluded Muñoz Hernández.

97% clientretention rate50,000 requestshandled daily100% of interactionsinitially processed by botsIncreased clientsatisfaction despite 30% volume increaseOver 80%FCR80% reductionin client onboarding timeThe IT experts With over 200 customers, HELPLINE is the European user experience leader. At the heart of this French business are nine contact centers and 2,000 skilled technicians who help customers fix IT issues on the spot — via phone, email or chat. More complex issues can involve desktop sharing or a site visit. All of that was managed using the Genesys PureConnect solution, deployed on-premises and neatly integrated with the company’s dashboard reporting tools, IT service management and Active Directory systems. “We grew from 1,000 to 2,000 agents in four years and are proud to have a 97% client retention rate, one of the best in the industry,” said Lionel Florence, Director Users Digital Journeys at HELPLINE. “Genesys has been by our side throughout.” Prepared for anything Business continuity planning (BCP) is vital to a leading IT services company like HELPLINE, which provides critical support for major public organizations, financial institutions and retailers. Toward the end of 2019, the company put the Genesys Cloud platform to the test at one of its sites in Paris. “As well as improving BCP, we were keen to see how Genesys could support the next stage of our digital strategy,” said Lionel. “For example, moving to Customer Experience as a Service — anticipating, automating and bringing fresh innovation like callbacks and AI-enabled bots. The trial confirmed we could do lots more for about the same level of spend.” An easy migration A few months later, the trial moved to a full rollout when the COVID-19 pandemic put France into lockdown. “We signed up for Genesys Cloud on Friday and went live the following Tuesday with remote working,” said Lionel. “We took care of the implementation ourselves and, within a couple of hours, our customer support technicians were familiar with the system.” In the first day of the lockdown, HELPLINE received three times more calls compared to its previous biggest-ever spike. Over the next two weeks, volumes rose by up to 30% before eventually easing. Despite these remarkable challenges, HELPLINE saw an increase in customer satisfaction ratings. And less complexity, servers, network components and backups resulted in cost savings. Agile automation and AI innovation Having transformed with BCP agility and resilience, HELPLINE focused on using Genesys Cloud as a digital accelerator. The first step was to automate its service delivery by adding smart voicebots and chatbots, built using the Genesys Dialog Engine Bot Flows authoring platform. Improvements in understanding and interpreting customer inputs quickly helped drive up usage and satisfaction scores. “Now, 100% of interactions are initially handled by a bot,” added Lionel. “Rather than replace humans, they improve the flow of simple user actions, releasing our technicians for more complex inquiries. Similarly, using bots to help triage and route inquiries to the right technician eliminates complicated IVR menus, boosting customer experience.” In the event of a major IT outage, HELPLINE can handle up to 80% of its calls through automation. This significantly reduces average handling and waiting times, while ensuring regular customer communications until the incident is resolved. Future plans include eliminating manual quality assurance and work scheduling tasks with the introduction of Genesys Workforce Engagement Management. “We handle around 50,000 requests daily, answering calls in under 20 seconds with a first contact resolution rate of more than 80%,” concluded Lionel. “Through AI and automation, we are reducing our global cost of service for the customer. Ultimately, this makes us more attractive than our competitors.”

20-22% decreasein total cost of operations7–9% improvementin service levels12–15% increasein agent productivity60% of callsrequire zero human intervention65% of interactionsare routed through chat90% of agentsseamlessly transitioned the first weekFounded in 1990, Hexaware is a global technology and business process services company. Every day, over 30,000 Hexawarians wake up with a singular purpose: to create smiles through great people and technology. With 50 offices in 19 countries, the company empowers enterprises worldwide to realize digital transformation at scale and speed by partnering with them to build, transform, run and optimize their technology and business processes. In line with its core mission, Hexaware partnered with Genesys for a rapid transformation journey to innovate at scale. “Transitioning to Genesys was a swift process,” said Kalpesh Gandhi, VP of OCX Service Delivery at Hexaware. “Within a month, we efficiently formulated a plan to elevate customer satisfaction. Undoubtedly, Genesys has made a substantial impact for us.” Harnessing the power of AI for enhanced experiences Across diverse industries, one common thread binds Hexaware clients: the need for efficient, streamlined processes. An example of artificial intelligence (AI) for automation comes from a Hexaware client specializing in background checks for operational verification. The client’s biggest pain point was its manual process, which included sourcing phone numbers from external databases and manually inputting data for outbound calls. To overcome this, Hexaware designed a robotic process automation bot paired with the Genesys predictive dialer to achieve two key outcomes — autonomously identify relevant numbers from external sources and effectively automate outbound calls. This transformative solution resulted in 60% of Hexaware calls requiring zero human intervention, saving significant time and resources. Further amplifying the impact of AI, Hexaware expanded its collaboration with Genesys to introduce an advanced middleware solution. This middleware provides clients with a more comprehensive view of their customers’ data. By automating data extraction from Genesys reports and email attachments, the feature seamlessly integrates it into clients’ existing data warehouses. This allows for more comprehensive analysis as it correlates call center metrics with other business data, providing a holistic view of their operations. Driving positive impact with the right technology and people With an aim to meet global demand for multilingual customer service, Hexaware developed a unique middleware for agents. This solution seeks to connect and serve customers in their preferred language, regardless of the agent’s native tongue. Grounded in the Genesys Cloud™ platform, this solution aims to dismantle language barriers through translation across various messaging applications: WhatsApp, Facebook Messenger and WeChat. “Agents fluent in English or another language can seamlessly communicate with and support customers speaking different European and Asian languages,” said Gandhi. “With 65% of the interactions now routed through chat, we ensure every customer feels valued and understood, no matter where they are, and agents are 12 to 15% more productive.” In addition to the flexibility to customize the Genesys Cloud platform, Hexaware has also realized a cost savings when compared to its old on-premises systems. Because there is no longer the need to maintain legacy software, servers and licenses, the company has reduced its total operating costs by around 20–22%. “What sets Genesys apart is their commitment to global collaboration and customizable experiences,” said Gandhi. “Regardless of time zones, they always ensure a unified approach. This collaborative ethos makes us feel like we’re part of something bigger — a cohesive international team.” Empowering agents for success with an all-in-one approach The previous on-premises Hexaware contact center environment faced limitations in infrastructure and the lack of integrated quality management tools. Diverse interface formats tailored to each client made platform navigation challenging for agents and custom training a necessity. And the disparate systems hindered the overall effectiveness regarding agent performance evaluations. But the partnership with Genesys has been transformative, introducing a streamlined approach through its intuitive user interface. Through this, Hexaware could unify training within a single platform, offering a cohesive view and effortless navigation across channels. As a result, agents reported significant time savings on processes. “As an all-in-one solution, Genesys Cloud offers a simplified user interface,” said Gandhi. “This has enabled us to train staff more efficiently, which has led to a 7–9% service level increase.” Furthermore, the built-in capability of AI-powered speech and text analytics empowers Hexaware to monitor agent performance and deliver targeted training, ultimately improving overall service quality. Post-interaction analytics dashboards also provide insights into customer sentiment, enabling managers to identify emerging issues and performance patterns. In addition to boosting agent performance, the Genesys platform has proven intuitive and provides actionable insights. “At least 80% of users have expressed positive feedback, with 90% seamlessly transitioning within the first week for its streamlined training processes,” said Gandhi. “Almost 90% of managers from one of Hexaware’s BPO customers found its reporting and dashboards capabilities very helpful,” he added. “Beyond user-friendliness, Genesys Cloud is able to unlock our true potential to achieve exceptional customer experience.” Looking ahead Generative AI is on the Hexaware roadmap for continued development of its chatbots to handle routine inquiries, summarize gathered information, automate backend processes and seamlessly integrate into CRM systems. “We envision our call center as a catalyst for customer experience, employee experience and overall business gains,” concluded Gandhi. “The transition to the robust Genesys platform empowers our agents, optimizes operations and aligns seamlessly with our core values. This threefold focus is poised to revolutionize call centers, transforming them into hubs of mutual success for all stakeholders.”

15% reductionin call handle time$13–$14 millionin annual projected benefits33% fasterquality assuranceGuardians for UK security and prosperity The UK Home Office provides services central to ensuring a safe and productive life for its citizens, visitors and other service users. However, outdated technology was getting in the way. As the lead government department for immigration and passports, drug policy, crime, fire, counterterrorism and police services, the Home Office needed to make transformative changes. Assisted by digital transformation consultants Netcompany, the Home Office conducted early market engagement to compare offers from leading Contact Center as a Service providers. They analyzed the market based on omnichannel and AI capabilities, compliance, trust, responsiveness and value for money, as well as being able to successfully deliver a pilot project — and after a competitive tendering process, selected BT and Genesys to deliver this ambitious program. Transformational change “BT were key contributors to the success of the transformation based on their extensive technical knowledge, design and transformation experience,” said Robbie Warwick, Head of Voice and Video Platforms at UK Home Office. “BT, in their Elite Partner relationship with Genesys, worked closely with Netcompany and Home Office teams to deliver an outstanding contact center migration. The success is a credit to the applied experience, commitment and professionalism of the teams involved.” “Genesys stood out for its strong focus on customer and user experience,” added Warwick. “We knew we’d be buying something that would keep getting better and better, not standing still. And that’s been proven as we’ve seen our KPIs improve, and closer relationships develop with internal business units. Genesys operates with an approach a lot like a start-up. I don’t know how they do it, but you’re always made to feel like you’re their only customer and top priority.” As key delivery partner to the Home Office, Netcompany’s delivery experience and an in-depth understanding of the organization was integral to the success. “Netcompany ensured that the needs of our stakeholders were at the forefront of delivery decisions. Netcompany brought their skills and experience to supplement the civil servants in the team, working seamlessly with all stakeholders to deliver results in record time for the Home Office.” said Warwick. The migration to the new cloud platform was completed in just 10 weeks, with all 22 contact centers transitioned smoothly. Agents now manage omnichannel interactions from a single unified desktop, reducing handle time by 15%. The Home Office has seen a 37% increase in agent satisfaction and a 79% web messaging customer satisfaction rating. The project is projected to realize $13–$14 million (£10-£11 million) in projected annual benefits. Citizens can now choose their preferred method of contacting the Home Office, with all calls, email, chat and SMS conversations managed from a single desktop. Web messaging has enabled customers to independently resolve their own requests or escalate to an agent. Workforce engagement management has improved routine tasks like forecasting, scheduling and quality management, with agents able to instantly see their KPIs. AI-powered speech and text analytics help supervisors track customer sentiment and uncover frustration points. Mission and contact center alignment The benefits, said Warwick, are immense. Along with the reduction in handle time and increase in agent satisfaction, the Department is able to plan its staffing in a more effective, predictable way: Intelligent routing enables the Home Office to serve higher urgency inquiries in real-time channels like voice while moving less urgent inquiries to asynchronous communication channels such as email and web messaging. IT operations have also benefited from 100% platform uptime and a 62% reduction in reported faults. Yet, the numbers only tell half of the story. The project has enabled the Department to tightly mesh its mission with highly agile contact center operations. This includes adding new agents, sites and capabilities at will, instead of waiting several weeks or months. Home-based workers can access the same tools and data as their onsite colleagues. And HR teams can recruit from larger catchment areas and talent pools. By reducing call handling time as well as complexity and administration, the Department can redirect its energies to these primary goals such as reducing terrorism and crime, controlling immigration, and providing world-class public services that contribute to economic prosperity. Mission and contact center alignment The benefits, said Warwick, are immense. Along with the reduction in handle time and increase in agent satisfaction, the Department is able to plan its staffing in a more effective, predictable way: Intelligent routing enables the Home Office to serve higher urgency inquiries in real-time channels like voice while moving less urgent inquiries to asynchronous communication channels such as email and web messaging. IT operations have also benefited from 100% platform uptime and a 62% reduction in reported faults. Yet, the numbers only tell half of the story. The project has enabled the Department to tightly mesh its mission with highly agile contact center operations. This includes adding new agents, sites and capabilities at will, instead of waiting several weeks or months. Home-based workers can access the same tools and data as their onsite colleagues. And HR teams can recruit from larger catchment areas and talent pools. By reducing call handling time as well as complexity and administration, the Department can redirect its energies to these primary goals such as reducing terrorism and crime, controlling immigration, and providing world-class public services that contribute to economic prosperity.

Reduced IT faultsannually from 12,000 to threeImproved productivityand collaborationReduced training timefor agents, from four weeks to days Ability to innovate and improve servicesRebuilding lives The Department of Communities provides affordable housing for people in Western Australia who would otherwise struggle to rent or buy. The Housing Direct contact center is a dedicated team of 76 people who schedule and manage maintenance work for more than 36,000 homes and 64,000 tenants. Many of those customers live on low incomes in remote, hard-to reach locations. “Often our customers turn to us because they need help getting back on their feet,” said Tracy Thompson, Manager for Housing Direct. “We receive all sorts of inquiries, from email requests for property repairs and disruptive behavior complaints to emergency calls for fires and floods.” But failing legacy contact center technology made it difficult to deliver a consistently great customer experience. Faults bounced back and forth between five different providers before finally disappearing into a black hole. The situation was made worse by a lack of basic features, such as queue configuration, forecasting, call recording and survey tools. Firmly in charge of customer experience Everything changed with the Genesys Cloud™ platform. “We sought an all-in-one omnichannel solution with the option for people to work from home,” added Thompson. “Once we met with the Genesys team and saw what Genesys Cloud could do, we stopped looking.” Set up by local expert Datacom, the new contact center solution is delivered as a fully managed service and handles around 400,000 phone and email contacts annually. With newfound autonomy, clunky desk phones have been replaced by hands-free softphones. Switchboard integration means fewer call transfers and shorter wait times. Customers no longer queue, as they can now request a callback. In addition, staff can self-select queues, submit leave requests and support each other using group chats. “They’re very happy and have already seen the benefits from being able to track their personal results and connect easily with customers and colleagues,” said Thompson. “And we haven’t even touched SMS, email and surveys yet.” IT problems give way to innovation Capacity management is no longer a blind spot for Housing Direct. Team leaders now can measure productivity. They split, forecast and measure workloads, improving accuracy of roster scheduling. It’s also much easier to predict demand spikes, understand costs and compile business cases for extra headcount — another turnaround that was inconceivable before. And, because Housing Direct now has control over permissions for staff access within the Genesys Cloud platform, onboarding of staff is faster. Business continuity has received a boost, too. About 1,200 faults were reported over the previous 12 months, compared to just three with the Genesys Cloud platform. In addition to improving IT stability, Thompson has taken advantage of the newfound freedom to innovate. “Due to the number of steps required to implement an emergency call diversion during outages, customers sat in queues for long periods of time until they eventually gave up,” Thompson said. “Genesys Cloud has enabled us to introduce better emergency call handling, triggering up-to-the-minute IVR messages and automatic call diversion to our after-hours provider. Our staff can enact the emergency divert protocols on any handheld device — even as they are being evacuated from the building, which has recently occurred.”

$60 million predictedthree-year value with AI32% reductionin transfers regarding complaintsTwo hours savedper day by supervisors

40% increasein service levels10-point increasein schedule adherence32% reductionin operating costs15M minutessaved in customer hold time16% lowercall abandonment10% reductionin AHTFounded in 1988, Humm Group is Australasia’s original fintech company — providing an array of finance, buy now pay later (BNPL), credit card and business financing solutions designed for today’s shoppers, retailers, and small and medium enterprises. Operating in five countries, Humm services over 2.7 million customers across the Asia-Pacific region. “We provide finance for life’s little luxuries, for everyday spending like coffee and groceries, and also larger tech purchases — even things like solar panels for the home and fertility services,” said Rebecca Martin, Head of Customer Experience and Sales Support at Humm. The company’s mission is to scale up in Asia while creating targeted, personalized and informative experiences. “We want customers to feel we know them, and that we’re easy to deal with,” said Martin. Siloed contact centers disrupt business flow In 2019, Humm had three customer contact centers across Australia, New Zealand and the Philippines operating on different telephony platforms. None of them communicated with each other, and siloed business units operated an Avaya on-premises solution and other contact center platforms along with various customer applications. That left its contact centers unable to support each other during busy periods, resulting in longer call wait times for customers. Easy to implement and train staff With the help of its partner Datacom, Humm implemented the Genesys Cloud platform in just four weeks. The solution was deployed to 400 agents remotely during COVID-19 lockdowns; however, it was smooth and easy to train staff remotely due to the platform’s intuitive cloud-based capabilities. The move has allowed agents across three time zones to use a single platform to improve collaboration and ensure a seamless handoff at the end of the work day. “I don’t think I’ve ever in my career experienced a tool that’s had such a cultural change for our team,” said Martin. “It’s super intuitive. I had a group of agents who learned it so quickly they became a quasi-online help desk for their peers.” Reduced IT costs with CX innovation by design Before implementing Genesys Cloud, the Humm IT department had managed several phone systems and handled tickets raised manually by agents. System upgrades were expensive and localized technologies made it difficult to roll out new products smoothly. Now with Genesys Cloud, all technologies and tools are available in one place and communicate with each other. Agents also have greater autonomy over the IVR. New product features are now rolled out seamlessly regardless of location, and costs have decreased. “Genesys Cloud enabled us to provide the omnichannel experience that we wanted to give our customers,” said Andrew Murrel, Chief Operations Officer at Humm. “It’s a platform for innovation and design, which means I’m not beholden to our IT teams to help us develop. We have the ability to innovate on Genesys Cloud to continue to evolve customer experience.” To better manage their BNPL service operations, Humm shifted its weekend volumes to the Philippines, while providing its Australian team weekday and after-hours support. This has helped to boost full-time employee staffing over the weekends to provide an improved experience — reducing abandonment by 16% and increasing service levels by 40%, while also reducing overall operating costs by 32% for the year. And the introduction of callback functionality has enabled Humm to better handle peak volumes and reduce wait times. Giving customers the option to receive a return call has saved 14.9 million minutes in hold time and lowered its monthly telephony costs by 25%. More proficiency through use of digital channels At Humm, there’s been a significant channel shift to live chat that’s reduced its call volume. Chat is promoted on the website and IVR to encourage customers to use it. And to better support customers, Humm agents now can transfer chats between departments regardless of the product. By moving all its customer email inboxes to Genesys, Humm now has a clear view of the average handle time, the volume of emails the company gets and its service levels — an insight they didn’t have when using Outlook. Now, Humm can ensure a consistent customer experience. Canned replies minimize human error in the messaging, but importantly this has helped raise the esteem and skill sets of the agents who may have previously struggled due to limited English writing skills. Efficient workforce engagement management Disparate systems and localized technologies meant Humm didn’t have the shared data to make decisions around scale or agent allocation during busy periods as its previous systems prevented efficient scheduling. Genesys helped Humm schedule, manage and train its agent workforce in one place simply and efficiently with Genesys Workforce Engagement Management. Agents can check their rosters using the mobile app — something they couldn’t do before. Now that agents can check their start times whenever necessary, agent adherence to schedules has improved from 80% to 90% across all its contact centers. Agent performance is monitored in real time and issues are addressed quickly — increasing employee satisfaction. The platform has also led to efficient use of resources during busy periods and created one standard for customer experience. “We’ve also seen an increase in team satisfaction and employee engagement across the company,” said Martin. Empowering global expansion Using Genesys Cloud and intelligent services, Humm plans to “follow the sun” by scaling up in Asia so more customers can easily access its digital, interest-free finance solutions. Humm will explore more Genesys services and how they can help deliver on their vision of a company that really knows its customers and delivers personalized experiences.

100% increasein the level of contact60% of contactsreached through three interactionsReducedoperating costs100% relocationof contact center Improved abilityto scale to meet changes in demandSince 2000, Ilumno has supported higher education institutions to implement models of growth and virtuality. It assists more than 100 universities around the world in transforming their face-to-face academic programs into an online experience focused on the students’ needs. Its mission is to expand access to quality higher education. Focusing on the students More than 15 years ago, Ilumno began a transformation process that emphasizes flexibility and self-care, placing young students at the center of its business strategy. “We help universities consolidate the paradigm that allows them to focus on the student. Today, many institutions have begun to recognize that their reputation is not enough, and in order to retain their students, they must adopt a service approach,” said Jaume Cascales Muñoz, Director of IT Operations at Ilumno. However, the company realized that its solution, which was founded on on-premises technology, made it difficult to meet its transformation objectives. “We had it installed in our own infrastructure in each of the countries,” said Cascales Muñoz. “This forced us to deal with incidents and, at the same time, it posed a series of maintenance challenges in the operating systems and databases. We felt that the model, despite producing results, was starting to show signs of obsolescence.” Reinventing the business In 2019, Ilumno adopted a new business strategy that gave the contact center a leading role. The goal was to find a solution that would enhance the new way of working at Ilumno that uses automation strategies, artificial intelligence (AI) and machine learning. “We mapped out what we needed in order to give the best possible service,” said Cascales Muñoz. “We made a matrix of 320 technical, functional and business aspects that the technology had to meet. We analyzed almost all the solutions on the market and decided on the Genesys Cloud platform because of its dynamism and reliability.” “I have been working in this sector for 22 years, and I know that Genesys is a reliable and robust technology. In addition, in recent years with Genesys Cloud, it has become dramatically more dynamic. I believe that Genesys is one step ahead of other suppliers when it comes to cutting-edge solutions,” he added. Although Ilumno began its transformation journey several months before the COVID-19 health crisis started, the implementation and start-up process occurred right when mandatory confinement orders began. In a few days, Ilumno had scaled up to 210 work positions to relocate 380 representatives so they could work from home in two shifts. Since then, company officials decided that contact center experts will work from home permanently. “We will never operate from the office again,” added Cascales Muñoz. Its partner CrossNet played a key role in facilitating the transition at Ilumno. “We needed a provider who could provide knowledge. The business model we co-created is interesting because it includes any development we need. We feel that CrossNet and Genesys are a single entity, and between the three of us, we are a team,” said Cascales Muñoz. Seeing immediate results With the Genesys Cloud platform, Ilumno saw a 100% increase in contact levels. Now, the company can reach this level through three interactions in 60% of the cases; the former solution required six dials to reach that same level. In the months of high demand associated with enrollment and new student recruitment, the contact center receives around 135,000 incoming calls — an average of 5,600 calls per day. In those months of high activity, outgoing calls generate 410,000 dials, reaching 100,000 contacts. “With Genesys Cloud, we are more flexible and do not depend on the growth in licensing associated with hardware. This is a relief because it does not require our support,” said Cascales Muñoz. “The cloud platform gives us stability and makes us more accessible because we can work from anywhere and at any time,” added Cascales Muñoz. “In addition, we are constantly feeding ourselves with new functionalities. In short, we have improved our willingness to serve the business.” An internal survey determined that Ilumno experts highlight the agile and intuitive design of the Genesys Cloud platform, which makes it easy for them to offer applicants the best experience. A clear roadmap to automation Working on an omnichannel platform gives Ilumno experts access to application data from the beginning of the interaction. This allows them to personalize interactions with students. Convinced that the customer experience should be integrated through all channels, the next step for Ilumno is to enhance the new platform to automate online self-care services. “Genesys gave us the opportunity to build the service experience we always wanted. Now we can scale it as needed; we increased the efficiency of our team of agents, reduced call handling time and the students have a better experience,” concluded Cascales Muñoz.

Reducedsystems and support costs100%remote migration40,000 callsand 800 chats handled monthlyDeliver more convenient service, with less effort95% membersatisfactionImproving tools and CX systems With more than 1,100 associates serving nearly 380,000 members, Independent Health is a leading health plan provider dedicated to improving well-being in western New York. Exceptional customer experience (CX) is vital to the success of that mission. “The health insurance market has bigger national carriers, but what we bring is a local touch,” said Amanda Prell, Director, Contact Center Experience at Independent Health. “We pride ourselves on delivering the highest level of service and putting members’ feelings before our own.” Independent Health calls this The RedShirt® Treatment, a member-first culture across all its contact centers that enables associates to provide fast answers, access to primary care physicians, wellness tools and advice on new ways to stay active — when members need these things most. However, there was room for improvement when it came to technology. “Along with on-premises Avaya telephony and Verint workforce management we had an array of tools, causing complexity that limited our ability to make the experience better or the associates’ jobs easier,” added Prell. Fully remote self-implementation Realizing there wasn’t much to gain from a basic phone swap out, Independent Health seized the opportunity to innovate as part of a broader cloud contact center strategy. “After speaking with Genesys, we saw the chance to quickly grow our digital and omnichannel capabilities,” said Prell. “That’s helped us to reduce our systems and support costs, while becoming more productive and self-sufficient.” Requiring minimal external support, the project team at Independent Health successfully migrated to Genesys Cloud in an accelerated four-month timeframe, without even having an on-site visit. “It was a 100% remote deployment with Genesys teaching us how do things like build our own call flows,” said Jason Lorden, Manager, Systems and Workforce Management at Independent Health. “The main challenges were around data export and training, but our users instantly got comfortable with the solution.” Enhancing the member experience with cloud Now, with Genesys Cloud, Independent Health is in a stronger position to stay relevant with members as healthcare costs continue to rise. It can improve the experience around enrollment, onboarding, managing coverage, benefits utilization and member wellness. Independent Health can serve its members and providers in new ways — more effectively, efficiently and empathetically than before. For example, it can offer a chat or callback, which reduces previous sources of friction like excessive queue and hold times. Associates benefit from timely screen pops, enabled through painless integration with the company’s Siebel CRM system. Outbound marketing activities, such as member retention campaigns, are also easier to set up and run. In addition, native Genesys Workforce Engagement Management tools assist with frequent back-office tasks like quality assurance, planning and forecasting. Largely automated, these ensure Independent Health always has the right experts in the right place, at the right time. The next step will be to introduce Call Journey, an artificial intelligence (AI)-powered voice analytics tool from the AppFoundry® Marketplace that leverages Genesys open APIs. “We typically manage 40,000 calls and 800 chats per month, with minimal associate and member effort,” said Lorden. “Also, by using AI to increase our understanding of the caller’s intent, we can better connect them to self-service options, whether they simply need to make a payment, check a bill or order a new ID card.” Benefits beyond the contact center Independent Health was so impressed with the rich functionality and quality of Genesys Cloud that it extended the solution to 300 back office, IT support and general business users — simplifying and consolidating company-wide voice communications. Unlike before when business users relied on IT intervention and release dates, they now build, test and deploy their own system changes in a fraction of the time. With reduced innovation cycles, the future looks bright. “We’re now able to respond faster to changing conditions and emerging situations,” concluded Prell. “All we have to do is purchase additional licenses to add new users, services and features. Best of all, our member satisfaction rate remains high at around 95 percent.”

Continuous 24-hour servicewith assured responseClient experience enhancedwith chatbotManaged from one desktopall calls, emails, chats and WhatsApp conversationsSignificant productivity savingsespecially on outbound campaignsInfrastructure management eliminatedIT resources released from managing infrastructureReduced from four to oneservice provider relationships Spectacular growth Headquartered in Belo Horizonte with 10 million customers and rising, Inter is one of Brazil’s fastest growing digital platforms. It goes beyond financial services and providing a mobile banking app — from shopping and investments to helping customers manage their business affairs with Credit Guarantee Fund protection and trusted services approved by Brazil’s central bank. Six contact centers and a customer service team of 2,000 people including product, sales, credit, and mortgage specialists, act as support for the group’s business. Spectacular demand, coupled with a desire to unify customer experience on one omnichannel platform, led the company to look for a hosted contact center solution. “We were seeing 5% monthly growth and opening 25,000 new accounts a day, so it was essential to find a more scalable, native cloud approach,” said João Marcus Santos, IT Manager at Inter. “Also, because of past server issues, system stability and centralized management were crucial.” A single desktop for all interactions Because it was well suited to its cloud-first strategy and familiarity with Amazon Web Services, Inter decided to standardize on the Genesys Cloud platform. “The contact center as a service offer was very attractive,” added Santos. “We replaced four service provider relationships with one. Genesys Cloud is delivered from their data center, leaving us free to focus on innovation.” Advisors manage calls, email, chat and WhatsApp conversations from a single desktop. Customers enjoy uninterrupted 24-hour service every day, generating 150,000 phone and 250 WhatsApp conversations weekly. WhatsApp is mostly offered to premium clients but will shortly be expanded. In addition, the solution has helped centralize resource scheduling and reporting, optimized by real time analytics and native workforce management. As a 100% digital platform with no branches, that’s a huge comfort. “If there’s a problem, our clients know they can phone and we will always pick up,” said Santos. “Genesys has helped us enormously in this respect, especially with tools to help enhance client experience.” Superior agent efficiency and client experience IT expenses used to vary. Now, budgeting and administration is much simpler. Inter has one predictable license fee with unlimited calls, regular new feature releases and innovation possibilities. Removing time wasted on manual dialing has made outbound communications more efficient and easier to run. “Genesys Cloud Dialer has increased productivity by automating contact management,” added Santos. “We can create a campaign immediately with Genesys integrated with Salesforce.” Leveraging AI and business intelligence Inter wasted no time in creating Babi, a dynamic chatbot. Built on IBM Watson, it resolves many requests on the spot. “Instead of being restricted by a menu, the client can ask any question they like,” said Santos. “For example, to get a bill, discuss their credit card, or inquire about a specific investment product. If Babi cannot resolve the issue on the second attempt, the chat conversation is quickly escalated to a live agent.” Innovation does not stop there. Babi will shortly be integrated with WhatsApp messages. Inter also intends to enhance its IVR system using AI to uncover reasons for calling so it can improve experience and speed up service even more. Other plans include combining Genesys Cloud data with Tableau analytics, creating a 360-degree view of client journeys and behavior. “Genesys Cloud provides the stability and opportunities we lacked before to surpass client expectations and deliver the best possible service,” concluded Santos.

68% improvementin sales conversions29% increasein revenue10-point increasein chat acceptance15% decrease in chat contacts requiring agent support 23% reductionin chat support-type questions60% lesspop-ups for agents to manageSetting a course for seamless journeys The trusted digital transformation partner for over six million valued customers, IONOS supports small and medium-sized businesses with reliable, innovative cloud solutions that are hosted from its global data centers. This support can involve growing a customer’s online presence by securing a domain; building a website and moving back-office processes to the cloud; and deploying best-in-class apps, servers and technical services. To stand out in a crowded market, the company set a new course for its customer experience (CX) vision, which supports 10 IONOS brands through a mix of in-house and outsourced operations. Four years ago, its contact centers ran largely on Avaya and CosmoCom on-premises technology, which was time-consuming and costly to maintain. Productivity and service suffered due to difficulty onboarding new client requirements, standardizing work practices and integrating systems. Accelerating AI and digital innovation presented another significant challenge. “We wanted to deliver seamless, personalized journeys leveraging AI and other new tech to better understand customer preferences and behaviors,” said Carolin Raezer, Head of Strategy and Innovation at IONOS. “Other important goals were building empathy and rapport, while reducing customer and agent effort.” Unified channel management To realize its bold CX strategy and technology refresh, IONOS decided to standardize its contact center operations globally on the Genesys Cloud platform. “Scalability and ease of integrating our brands is one of the big benefits of Genesys,” said Martin Schmidt, Product Owner and Project Manager at IONOS. “As well as being fast and simple to deploy, we liked the remote working capabilities and constant new feature releases.” To assist with discovery sessions, developing technical requirements and configuring the system, IONOS used Genesys Professional Services for its migration to Genesys Cloud. The support also included training to upskill agents, and the team worked side by side with IONOS project leaders during the go-live phase. Genesys continues to support IONOS with managing and optimizing its Genesys Cloud environment. Currently underpinning six IONOS brands — soon rising to all 10 — the new solution enables 2,000 agents and personal consultants in 12 countries to efficiently manage 100,000 weekly inbound, outbound, email and chat conversations. Topics mostly focus around technical and administrative support, along with sales and retention activities. Agents comfortably handle all this from a single desktop interface with the ability to send customers helpful links, screen share and co-browse IONOS websites in just a few clicks. Proactive AI-driven offers The transformation where AI-driven insights are helping to personalize and automate engagement extends across the company’s websites in Germany, France, Spain, the UK and the US. Previously, IONOS relied on generic automated chat pop-ups. Often perceived as annoying or distracting, the pop-ups were detached from what website visitors were actually doing — acceptance rates were low. Now, with Genesys Cloud Predictive Engagement, IONOS sales teams make timely chat interventions and tailored offers in real time, based on the customer’s website journey and behaviors, such as their scrolling actions and dwell time spent viewing product information. Turning chat into a strategic sales driver Importantly, that data is used to calculate a propensity-to-buy score. Success is measured by two predefined outcomes: the number of customers placing items into their shopping baskets, and the number completing orders and checking out. “Genesys Cloud AI is very good at determining the best time to engage with the customer,” said Raezer. “As a result, we’ve seen a 10% increase in our chat acceptance rate with Predictive Engagement. And our conversion rate rose from 20% to 34% — a 68% improvement contributing towards a 29% increase in revenue per visit.” What makes those achievements even more remarkable is that the pop-ups displayed to customers actually reduced by 60% and resulted in a 15% reduction in chat contact handling, ultimately lowering cost to serve. “Potential sales leads used to get clogged up by customers using chat to seek support,” said Schmidt. “That’s no longer the case. We removed 23% of support-type questions, simply by being able to right-channel chat conversations and engage in a hyperpersonalized way.” Positioning agents for further success Genesys Cloud Workforce Engagement Management is enabling IONOS to consolidate quality assurance, compliance monitoring, forecasting, scheduling, analytics and reporting activities into a single solution. “It’s much easier to evaluate performance among our agents and team leads,” said Schmidt. “In addition to piloting gamification tools, we intend to use sentiment analysis to inform our web developers, product managers and other parts of the business.” Other planned innovations include using AI to respond to emails and rolling out auto-translation tools, which are currently being tested with Spanish-speaking customers in the US market. In addition, IONOS is also looking to migrate to Genesys Cloud Knowledge Base along with AI-powered routing. “We’re three months into piloting Genesys Cloud Predictive Routing and the first results look pretty good,” concluded Raezer. “We’ve already seen an AHT decrease of around 12% for the queues where we tested Predictive Engagement. The overall time for the customer from call to resolution has decreased by around 90 seconds. We also see a positive NPS impact and are currently evaluating this further.”

Improved process efficiency and effectivenessBetter agilityand disaster recoveryFaster onboarding of new recruitsIncreased control and freedom for IT to innovateEssential reading for advertisers JPIMedia offers essential reading through hundreds of newspapers, magazines and websites to help people in the UK make informed lifestyle decisions using trusted media. Multimedia campaigns remain a vital source of income in an era of declining circulation amid the rise of digital platforms. The business used to have teams dotted around the country selling advertising space on the phone. Anticipating market shifts, JPIMedia introduced contact center functionality and, after a failed pilot with another provider, chose the Genesys PureConnect Cloud application to consolidate its operations into three media sales centers in Edinburgh, Sheffield and Leeds. Subsequently, when the company wanted to evolve its sales centers and take advantage of the public cloud, it moved to the Genesys Cloud platform. “Our previous Genesys solution provided what we needed in terms of optimizing our outbound calls and campaigns,” said Rebekah Avill, Head of Commercial Systems for JPIMedia. “However, our long-term strategy was to move to a true public cloud platform with a single interface and open APIs for tight CRM integration and PCI compliance, which we couldn’t accommodate with our old system.” Due diligence protects investment Scouting the market, JPIMedia benchmarked the latest and greatest cloud contact center technologies. Along with greater efficiency, flexibility and scalability, it wanted to offer customers more choice and add channels such as email, SMS and webchat. “We needed a simple intuitive architecture so the team could configure queues, roles and users without involving IT,” added Avill. “After seeing and comparing Genesys Cloud, our conclusion was there was nothing to touch it. The implementation was fast and superbly project managed.” Installed and managed by proven specialist Kerv, the solution is embedded in the company’s CRM system, enabling 420 agents to handle all incoming inquiries with maximum efficiency. Credit card payments are easily and securely processed using Speik integrated technology. Calls are routed to the right experts with the best knowledge and skills. Data automatically pops on the agents’ screens, so they’re instantly aware of the customer’s name and location, along with their purchasing and contact history. Also, because they don’t have to constantly re-enter data, they can answer more calls and always see how they’re performing against targets. Smart campaigns reach the right people Outbound communications are better controlled and more effective. The preview dialing feature means agents can see the next contact on the list and tell the system to make or skip the call, at which point it’s removed from the queue. “Running successful campaigns isn’t only about increasing dials and connections, it’s vital to make sure you’re targeting the right people,” said David Brewster, System Specialist. “That’s how you convert new leads to build a happy, loyal customer base. Genesys Cloud is very user friendly and excellent for compiling call lists and scripts.” The opportunity to leverage the Genesys Cloud platform and integrate outbound with SMS is particularly attractive. “Many customers are busy tradespeople, such as plumbers and builders who have their hands full and cannot always get to the phone,” added Avill. “So, instead of placing a call it would be better to send a text to remind them their advert is due to expire, along with a quick link so they can renew when they get home from work.” Additional business and resilience advantages Switching to the Genesys Cloud platform has provided other benefits. Disaster recovery is certain. And, the IT team is no longer swamped with requests and can quickly adapt to changing business requirements. For example, during a temporary closure, JPIMedia simply diverted calls between its Edinburgh and Sheffield centers. “Shortly after going live, we needed to add our customer service teams to Genesys Cloud and move them away from the PBX environment they’d used for many years,” said Brewster. “We created, tested and executed the changes for 60 users and five new IVRs within a couple of weeks.” Having greater autonomy and time back means the IT team can work more with other departments that need support. Onboarding lead times have been reduced. Training only lasts an hour or so now that user experience is more intuitive. Small changes, such as single sign-on, mean agents no longer need to remember multiple passwords. “We’re really pleased we made the move,” concluded Avill. “We used to struggle to measure productivity and customer behavior. And, although email was one of our most popular channels, we could only guess volumes and spot-check for quality. Now we’ve got much better reporting and transparency of agent performance, channel management and coaching requirements.”

250% increasein WhatsApp usage48% TCO savingsby retiring five systemsUp to 70% lesssupport and admin effort50% decreasein AHT24% of customersinteract with AI features10-point increasein self-serviceMaking insurance cool One of South Africa’s fastest-growing insurers, King Price Insurance offers car, home, life and business coverage and was the country’s first provider to offer decreasing car insurance premiums. The company is committed to implementing advanced technologies and using data for optimal decision-making, improving operational efficiency and client satisfaction. A cornerstone of building an insurance company of the future is an AI-powered contact center transformation. The goal is to provide clients with exceptional digital journeys powered by various AI engines that act like a collective. However, this international group-wide program wasn’t easy. “We wanted to consolidate service operations and IT solutions across our South African, Namibian and Danish businesses,” said Bianca Nel, product owner at King Price Insurance. “In total, the project involved over 800 contact center seats, three geographical areas, and two time zones and languages.” Another challenge was seamlessly embedding AI into its WhatsApp channel, which previously ran in isolation, resulting in disjointed communications and costly bespoke development. “The ability to integrate WhatsApp with external AI engines was crucial to success… Not just for directing clients to the correct departments and best self-service options, but also to provide personalized menu options based on previous journeys and behaviors,” added Nel. Unifying operations across five brands After a thorough evaluation with a five-vendor short list, King Price decided to replace its existing Genesys PureConnect solution with the Genesys Cloud™ AI-Powered Experience Orchestration platform. Collaborating with trusted partner and client experience (CX) specialists, Connect, the insurer executed an eight-month phased migration and CX evolution, balancing new functionality with like-for-similar features and a future improvements roadmap. “Connect did a very professional job,” said Nel. “Despite the magnitude of the project, they took effective measures to minimize business continuity risks. They also helped us optimize call volumes, stabilize dialer campaigns and align old performance indicators with new Genesys Cloud reports.” The new platform unifies recent acquisitions and service operations across five brands: King Price and King Price Life in South Africa; King Price Namibia; Next Forsikring brokerage and easySure in Denmark. On average, agents handle over 960,000 inbound and outbound calls; 260,000 emails; and 14,000 messages per month. “Major benefits include simple, highly secure remote access, improved analytics and the ability to develop custom solutions, which easily leverage or plug into the Genesys Cloud ecosystem,” added Nel. “That means smoother rollouts and significantly less admin.” Powering up messaging with Genesys Cloud AI Combining WhatsApp and Facebook Messenger with advanced Genesys Cloud AI capabilities (such as chatbots; digital bot flows; intent miner and utterances; and web actions) has improved client engagement and self-service resolutions way beyond initial expectations. “In just three months, our three-person team has elevated the client journey beyond recognition,” said Nel. “For example, we’re able to continuously monitor client intention and tonality. And we can seamlessly transition messages to live support when needed, with routing preferences given to agents who’ve recently assisted a client.” Likewise, AI has eased agent workloads through the introduction of next-best actions and claims progressing models. Common queries that occur daily have been automated, and the number of transfers greatly reduced by accurately identifying clients and directing them to the appropriate queues. “WhatsApp usage has grown by 250% compared to our previous solution,” added Nel. “Most importantly, self-service resolutions have increased from 0.15% to 10%, with conversation time decreasing from 26 to just 13 minutes per conversation for a marked saving in agent overheads.” Data analytics and custom-built solutions King Price is also taking full advantage of built-in analytics to better understand its operations. Assisted by the Genesys Cloud platform’s open APIs, customized reports and continuously updated dashboards, it now keeps its managers and team leaders posted on an abundance of performance measures. “Our service level target for response is 80% and above and Genesys Cloud provides detailed insights as to where to focus to improve further,” said Nel. “For example, it tracks queue and agent performance, real-time interactions and agent status.” Recognizing the need for a consolidated lookup capability, the company integrated Genesys with a custom archiving solution containing past call recordings. “Our smart search tool means we can quickly locate recordings by date, client or agent details, and also link them to policies, resolving client enquiries faster than before,” added Nel. Supreme digital experience King Price Insurance has dramatically improved its client experience via WhatsApp, enhanced self-service capabilities and optimized agent efficiency through AI-driven solutions. “Around 24% of clients now interact with some form of AI capability with 35,000 conversations enhanced through intent and voice recognition alone,” said Nel. “We’ve seen support and admin efforts drop by as much as 70%, leading to marked reductions in agent capacity.” While financial savings weren’t a primary goal, migrating to Genesys Cloud also allowed King Price to retire five siloed systems (voice, email, chat, WhatsApp and Facebook), resulting in a 48% reduction in TCO. Plans are already in place to extend WhatsApp functionality with additional AI models, further reducing agent intervention and offering clients the ability to amend their own policies, claims and quotes.

28% improvementin outbound productivity50% decreasein platform costsThree-point improvementin customer experience score27% dropin transfers49% improvementin average speed of answer19% reductionin average handle timeSeeking customer-centric innovation Kiwibank, the largest New Zealand owned bank, is passionate about delivering customer-centric services. It strives to give Kiwi the freedom to engage on their terms with a consistent experience across all channels. “The average customer visits a branch once or twice a year and uses online, mobile or phone banking at least five times a week,” said Emma Noble-Beasley, General Manager Contact Center at Kiwibank. “So, we’ve been moving toward digital banking for some time.” The first digital transformation phase involved replacing legacy contact center systems that had needed major investment just to stand still. “Modernizing or adding features such as callbacks was challenging for a number of reasons,” added Noble-Beasley. Instant hit with users Facing rising traffic spikes during the pandemic, the bank’s contact center management came under growing pressure to protect its staff and reassure concerned customers. Rather than derail its plans for digital transformation, Kiwibank shifted gears. It worked with Spark NZ, a contact center partner, to accelerate the change and deploy Genesys Cloud. “Our customer experience teams have found information at their fingertips, and a clean desktop is much better than the legacy situation,” said Noble-Beasley. “They became very strong advocates for the ongoing rollout. So, with tremendous support from Spark NZ, we went live in five weeks.” Retiring five voice systems, the project saw the migration of 550 Cisco Finesse users along with 50 toll-free numbers and over 90 call flows that had to be built and tested. “With the Kiwibank cloud-first strategy, it was really important for us to simplify our solutions,” said Noble-Beasley. “We already had a relationship with AWS, so moving to Genesys made perfect sense.” Easy to deploy and configure Kiwibank has leveraged vital capabilities of the Genesys Cloud CX® offering such as inbound and outbound voice-based services that provide skills-based routing, callbacks, voicemail and campaign management. Other key features include consistent prerecorded disclosures and text-to-speech for instant customer in-queue messaging — enabling changes to be made in less than five minutes compared to three hours before. Genesys Cloud Workforce Engagement Management delivers skill and capability routing; forecasting and scheduling; and real-time management, while also providing critical call recording for compliance. And Kiwibank can be more flexible with its teams’ schedules. “Genesys Cloud Workforce Engagement has enabled us to realign shift patterns to match customer demand and allow staff to view rosters and schedules on their own mobile devices,” said Noble-Beasley. “We hear a lot about the challenges of finding and retaining talented people wanting to work remotely. Now, with Genesys Cloud we can offer them that modern flexible workplace.” Gamification has also helped keep team members engaged while working remotely. “When we rolled out gamification, it created great excitement within the team, especially given that the country was back in lockdown,” added Noble-Beasley. “It gave our people a new way to engage and challenge each other to beat their personal bests.” Fast business impact Kiwibank started seeing results quickly. “By introducing callbacks, it saved customers more than 2.9 million minutes in hold time within the first three months,” said Noble-Beasley. Outbound campaign management has ensured fairer work distribution, less misdialing and a 28% productivity improvement as agents are only connected when a customer picks up. One such area is Kiwi Insurance — reducing over eight hours of effort to just 30 minutes. “We got 100% remote working capability,” said Noble-Beasley. “In addition, we equipped our people for success, optimized shifts to create a better work-life balance and ensured experts are available when customers need them most.” Getting better outcomes with AI Genesys Cloud also provided Kiwibank with a simple path to accelerate its AI strategy. The starting point was replacing a decade-old voicebot solution that made it difficult to understand customer journeys and correctly route calls to agents with the right skills. This led to excessive transfers, wasting time for customers and agents. Cost to serve was further increased by high maintenance charges, time-consuming upgrades and additional infrastructure needed to connect the bot to the bank’s backend systems. Every call was transferred out of Genesys Cloud and then returned, creating an outbound leg that skewed handling and reporting. Also, calls could only be tagged with no scope to extract information, severely limiting the self-service options that could be offered to customers. “From start to finish for all our intent routing, it took us just four months to implement our Genesys Cloud voicebot,” said Noble-Beasley. “We’ve reduced intents from 1,358 to just 23, enabling customers to reach their desired destination faster. We’ve also seen generic-other intents drop from 27% to 12% — instilling confidence our fine-tuning efforts are on the right track, thanks to the Genesys Cloud advanced bot management tools.” Other notable achievements include a three-point customer experience score improvement, a four-point increase in agent routing accuracy (leading to a 27% drop in transfers), and a three-point uptick in delivering quick decisions. Digital experience aligned with brand values Abandon rates, average speed of answer (ASA) and average handle time (AHT) have fallen by 28%, 49% and 19%, respectively. And the introduction of Genesys Cloud native routing has further optimized call handling processes, saving up to 60 seconds per call and money on toll-free charges. “Genesys Cloud AI offers a much richer, personalized customer experience,” said Noble-Beasley. “For example, it provides personality to our voicebot that’s consistent with the Kiwibank brand. The system is so much easier to tune, understand and follow the customer journey. And we have much cleaner data and reports.” Harnessing Genesys Cloud voicebot capabilities is set to substantially reduce IT infrastructure and support costs. Kiwibank no longer needs to keep, manage and update extra physical servers. Everything is now contained in the cloud with Genesys Cloud data actions and AWS Lambda connecting to backend systems, eliminating the need for additional middleware. “The Genesys Cloud voicebot implementation ensures our customers are at the heart of conversations,” said Steve O’Shea, Head of Customer Engagement Hub – Northern at Kiwibank. “Not only are we enabling our people, but our customers feel valued and confident their finances and personal information are safe and secure — and that they’ve been understood and routed to the best person to manage their inquiry.”

All contact channelscentralized on one platformOptimized routing,matching customers and agentsRobust insightsacross all business lines

Ability to quicklyadapt service to local markets and changing demandsGreater visibilityand control of factors that affect customer experienceImproved reportingand satisfaction trackingContinued evolutionwith innovation roadmap Time and moneysavings on IT maintenanceTreating all customers equally Present in 90 countries with 38,000 employees, Legrand is a worldwide manufacturing group with a 150-year heritage. It offers high added-value products, systems and services to energy professionals as well as end users. The company owns a comprehensive portfolio for tertiary, residential and industrial buildings that’s split into four main product categories: electrical infrastructure, digital infrastructure, user interfaces and connected building. Legrand continues to develop its strategy driven by product and technological innovations, such the internet of things and technologies that measurably lower the energy consumption of buildings and housing structures. Its catalog features 300,000 product references in more than 90 product families. A second lever for growth focuses on customer relationship innovation through improvements in data management and analytics. The company’s contact centers underpin success here — smoothing the sales process while supporting different business-to-business and business-to-consumer buying journeys. “We’ve always been committed to providing partners with excellent attention, whether the end customer is an individual buying a power socket in a supermarket, or a professional working on a large-scale renovation or construction project for a multinational,” said David Gonzalez, Customer Relations Center Manager at Legrand France. Consistently achieving such high standards was difficult. Relying on legacy on-premises technology meant system changes were complex and costly. The desire to free people from IT management burdens accelerated the search for an easy-to-deploy cloud contact center. Managing multichannel shifts Legrand was attracted to the maintenance-free flexibility that the Genesys Cloud platform offers. “We quickly rolled out a cloud solution that was built from the ground up, without spending years on development,” said Eric Guillot, Support Team and Projects Manager in the Legrand CRC. “Genesys Cloud gave us the capacity to evolve and configure our platform in fine detail, according to constantly changing needs. We can easily define skills-based routing and manage call queues.” The company’s contact center teams have become more independent. The Genesys solution ensures efficient handling of 450,000 incoming and outgoing annual contacts, often helping customers choose their products and solutions, or checking that their installed products are working correctly. “Call volumes have fallen, while email levels have risen,” added Guillot. “About 70% of inquiries take place over the phone, compared to 90% before the migration, with 20% now managed via email and the remainder split between post and fax.” Transforming transparency and control The Genesys Cloud platform has helped Legrand regain end-to-end control of calls, too. “Previously, when a customer was transferred, they left our network and we lost all visibility,” said Guillot. “So, we’d have to request this data from our service provider. Now, that’s no longer the case as other services are equipped with Genesys Cloud and we have a single database.” Crucially, system integration challenges no longer hold the business back. Now, with tight interconnection between the Genesys solution and Salesforce, agents don’t have to leave the CRM system. This means they can simultaneously see the customer’s recent history and they know how many times the person has called or the number of times they’ve hung up. And that enables them to create a more personalized greeting. Consistently excellent customer experience For the last 18 months, average handle time has remained stable at around 5.5 minutes. This lets agents deal with the problem properly and focus on customer satisfaction. Genesys Cloud has given Legrand flexibility to assign agents and remote workers and best manage those skill sets. For example, using tools to organize multiteam management and create records with clear follow-up actions and measures. “We didn’t really have proper reporting before,” said Guillot. “Now, we know exactly how much time customers spend queuing and communicating, making it easier to identify the areas we need to work on.” Delivering consistent customer experience, even during exceptional peaks, is no longer a major concern. “Genesys Cloud gives us the flexibility to manage resources should traffic levels rise sharply due to product launches, regulatory changes or adverse weather conditions that impact the electrical equipment used by our customers,” added Gonzales. “Our plan is to integrate new channels such as chat, social media, SMS and perhaps voice bots to continually improve customer recognition and offer differentiated experiences.” “Genesys Cloud has allowed us to ensure seamless continuity of service during the COVID-related containment by deploying teleworking in a few hours without any difficulty. It was completely transparent to the customer,” concluded Gonzalez.

85% increasein customer satisfaction rateImproved customer engagement with a unified omnichannel platformEnhanced agent visibilitystrengthens the customer journey80% boost in voice SLAGrowth and acquisitions create silos Lenovo Group Ltd. is a Chinese multinational technology company with headquarters in Beijing and Morrisville, North Carolina. They design, develop, manufacture and sell personal computers, tablets, smartphones, workstations, servers, electronic storage devices, IT management software and smart TVs. Lenovo is the world’s largest personal computer vendor by unit sales, with annual sales revenue that exceeds $43 billion. In 2005, Lenovo made several acquisitions, including the IBM personal computer business, Intel-based server business and Motorola mobile phone handset business. They also set up joint ventures to provide network-attached storage solutions. But with massive product lines and extensive geographic coverage, Lenovo needed to integrate different operation platforms, break down silos and build a unified customer experience to support their business transformation and become the icon of the IT industry. Omnichannel unifies systems to create an exceptional customer experience Lenovo operates customer service centers in over 40 countries and in more than 40 languages; their 6,000 agents serve both consumers and business users. The customer experience service 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 call 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 callback capabilities throughout their facilities in China. When customers browse the Lenovo service web page to contact an agent to report a problem with their PC, they can click to make a web call. If the line is busy, they can schedule a call back in 15 minutes. This feature improves customer experience and saves costs. Growth and acquisitions create silos Lenovo Group Ltd. is a Chinese multinational technology company with headquarters in Beijing and Morrisville, North Carolina. They design, develop, manufacture and sell personal computers, tablets, smartphones, workstations, servers, electronic storage devices, IT management software and smart TVs. Lenovo is the world’s largest personal computer vendor by unit sales, with annual sales revenue that exceeds $43 billion. In 2005, Lenovo made several acquisitions, including the IBM personal computer business, Intel-based server business and Motorola mobile phone handset business. They also set up joint ventures to provide network-attached storage solutions. But with massive product lines and extensive geographic coverage, Lenovo needed to integrate different operation platforms, break down silos and build a unified customer experience to support their business transformation and become the icon of the IT industry. Omnichannel unifies systems to create an exceptional customer experience Lenovo operates customer service centers in over 40 countries and in more than 40 languages; their 6,000 agents serve both consumers and business users. The customer experience service 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 call 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 callback capabilities throughout their facilities in China. When customers browse the Lenovo service web page to contact an agent to report a problem with their PC, they can click to make a web call. If the line is busy, they can schedule a call back in 15 minutes. This feature improves customer experience and saves costs. Over the years, Lenovo implemented several Genesys solutions, including callback, IVR mobile engagement and the Gplus Adaptor for Salesforce/SAP CRM systems. Lenovo also uses Genesys Interactive Insights for reporting the Interaction Workspace for disaster recovery and Genesys Pulse to obtain real-time contact center statistics. To execute their customer experience vision, Lenovo launched a digital transformation to modernize their architecture and methodology. Upgrading the call center to an omnichannel customer experience center is a key piece of that digital transformation. The customer service center uses a combination of on-premises, cloud and outsourced models to give agents a single omnichannel desktop that efficiently delivers exceptional service. The sophisticated multichannel engagement combines voice, webchat, email, mobile applications and social media. The contact center also supports the Lenovo eBusiness system and connects with back-office systems such as SAP and Oracle. Integration with Skype for Business gives contact center agents support from back-office employees. And because the Genesys platform seamlessly integrates with their Salesforce system, Lenovo agents can dial the customer directly using Salesforce.com and record all engagements. Genesys Workforce Management enables Lenovo to organize employee resources, predict business traffic, monitor agents in various locations and optimize their skill sets. The contact center leader at Lenovo can run various standard or customized reports and automate data feeds into their customer experience dashboard, giving them real-time insights into the complete customer journey. Together, Lenovo and Genesys can orchestrate the right journey for each customer using business rules and full context, such as recognizing the personal background of a customer with an inbound call number and predicting their needs from the channel database. With full visibility across the journey, agents can guide customers from start to finish — with no loss of expertise from agent to agent. Lenovo can scale insights across regions or globally to consistently provide excellent journeys.

Seamless omnichannelcustomer experienceVisibilityinto real-time performance metricsIncreasedcontrol, flexibility and scalabilityA leading home improvement and gardening retailer, Leroy Merlin operates in several countries throughout Europe. With nearly 50 stores and a promising eCommerce business, Leroy Merlin believes that customer satisfaction is the main differentiation between them and their competitors — online and offline. With a mission to deliver a seamless omnichannel experience — no matter where the customer is in their purchasing journey — Leroy Merlin knew its legacy on-premises solution couldn’t keep up. It needed a digital transformation. In 2018, the company began searching for a new customer care platform that could deliver full control, flexibility and scalability in the cloud. A leading home improvement and gardening retailer, Leroy Merlin operates in several countries throughout Europe. With nearly 50 stores and a promising eCommerce business, Leroy Merlin believes that customer satisfaction is the main differentiation between them and their competitors — online and offline. With a mission to deliver a seamless omnichannel experience — no matter where the customer is in their purchasing journey — Leroy Merlin knew its legacy on-premises solution couldn’t keep up. It needed a digital transformation. In 2018, the company began searching for a new customer care platform that could deliver full control, flexibility and scalability in the cloud. After assessing various cloud and on-premises platforms, Leroy Merlin found that the Genesys Cloud™ solution best fit its needs. Leroy Merlin quickly implemented the solution with the help of its partner Bizmatica, which specializes in supporting companies through a digital transformation. With the Genesys Cloud platform, Leroy Merlin can leverage real-time data to streamline business decisions, scale its functional and structural coverage, and support its customers through various channels — live chat, chatbots, dynamic FAQs and an always-evolving IVR. After assessing various cloud and on-premises platforms, Leroy Merlin found that the Genesys Cloud™ solution best fit its needs. Leroy Merlin quickly implemented the solution with the help of its partner Bizmatica, which specializes in supporting companies through a digital transformation. With the Genesys Cloud platform, Leroy Merlin can leverage real-time data to streamline business decisions, scale its functional and structural coverage, and support its customers through various channels — live chat, chatbots, dynamic FAQs and an always-evolving IVR.

45-60 secondssaved per callHigheruptimeFive times lower churn ratethan the industry averageInside the social enterprise Many customer experience (CX) leaders talk about creating an impact beyond their organization through exceptional experiences. Lighthouse Works is one organization delivering on that mission. Lighthouse Works is a social enterprise nonprofit focused on job creation for individuals in the US experiencing vision loss and blindness. It’s been quite successful in that endeavor; the organization was responsible for most new jobs for workers experiencing blindness nationwide in its past fiscal year. Its BPO contact center employs 500 agents working both onsite and remotely across 22 states, handling more than 90,000 calls monthly for private- and public-sector clients. Lighthouse Works takes an approach it calls the “double bottom line”: creating and advancing careers for individuals with vision loss and blindness, while delivering commercial services on a competitive playing field. These goals aim to address the fact that 70% of Americans experiencing blindness are either officially unemployed or not part of the workforce at all. And the service levels at Lighthouse Works demonstrate that businesses trade neither value nor quality by signing on. The organization enjoys agent attrition rates below 5% — well below the industry average. Its agents are experienced and many of its supervisors were promoted from within. The organization also competes dollar-for-dollar with other BPOs. “Everything at Lighthouse Works starts with value, performance and quality,” said Kaleb Stunkard, COO of Lighthouse Works. “We work hard to give prospective customers confidence in our competency.” Lighthouse Works also relies on the Genesys Cloud platform to support those efforts. “Our workforce needs tools to outperform a customer’s internal team and our competitors,” added Ryan Brown, VP of Operations for Lighthouse Works. Creating a truly inclusive space Lighthouse Works is a business solutions outsourcer with a difference. The nonprofit organization was purposefully formed to provide an inclusive space for the blind and visually impaired, allowing them to gain competitive careers, apply their skills and earn a competitive wage. “We believe there’s no such thing as blind jobs or sighted jobs — only jobs,” said Kyle Johnson, President and Chief Executive Officer for Lighthouse Works. “With the right processes, technology and training, a blind or partially-sighted person can keep their independence and contribute equally in the workplace.” Self-propelled nonprofit model Today, the Lighthouse Works contact center in Orlando, Florida employs nearly 500 remote workers and 100 onsite agents, with more than half of them having varying degrees of visual impairment. In addition, revenues are reinvested in the services of Lighthouse Central Florida, a sister organization offering life-changing visual rehabilitation training, educational tools and advocacy. “It’s a self-propelling model of nonprofit funding that gives us more reach, more resources and more visibility,” added Johnson. Barrier-free working Previously, Lighthouse Works was held back by legacy on-premises technology that was hard to scale and devoid of effective reporting, quality assurance and resource management tools. “We experienced significant downtime and struggled to find workarounds, all of which prevented our agents from doing their best work,” said Johnson. A new beacon The contact center platform that Lighthouse Works previously used was an older cloud environment that wasn’t meeting the organization’s needs. Visibility into real-time data was limited, while quality assurance and call recording capabilities lagged competitive offerings. The platform lacked speech-to-text processing and scheduling functionality. Agent notifications were inconsistent and unhelpful. All these issues were having a palpable impact on agent morale and performance. “Our agents were continually frustrated by the notifications, by accessibility issues, usability issues and uptime issues,” said Stunkard. “Guess what we don’t want on the phone: frustrated people!” The team at Lighthouse Works began researching options for a new contact center platform. They investigated several solutions, hoping to find the perfect mix of platform sophistication, capabilities, flexibility and professional support. They were immediately impressed with Genesys and its offerings — both its current capabilities and the future roadmap — and the fact that professional input is just a phone call away. “Moving to Genesys has been a dream for our agents,” said Brown. “The capabilities are like going from a Pinto to a Ferrari. It’s made a huge difference for us.” The depth of real-time data available in Genesys Cloud allows for immediate staffing adjustments and timely agent coaching. Sophisticated workforce management has made it easier for lead supervisors to engage in the moment of need with agents. Recording quality far exceeds the organization’s previous solution. Automated speech-to-text is already helping the organization better identify root causes of caller issues. The organization’s trust in Genesys Cloud is further bolstered by the ability to use its preferred cloud host, Amazon Web Services (AWS). “We have promises to fulfill for our customers, and we find that the Genesys Cloud on AWS provides supreme uptime, and the reliability has been second to none,” said Stunkard. In partnership with Genesys, the company developed an innovative model for delivering cost-effective business services by combining the Genesys Cloud platform with a screen reading tool called JAWS. “We vetted numerous vendors but felt Genesys Cloud had the best capabilities and open APIs, allowing our software development team to write code and create the interface we needed,” added Johnson. “Another important factor in choosing Genesys was its people, and their genuinely sincere interest in what we’re doing. They’ve been really cool partners on our journey.” The JAWS integration allows users with blindness or vision impairment to understand web pages through a screen reader and then navigate their computer using their keyboard. “Many of our agents put their JAWS reader in one ear and the customer in the other, creating a great experience while meeting their handle-time goals,” said Johnson. “The tool reads the screen for them, giving audio cues so they can field calls, enter information and update records.” Employee experience with empathy Lighthouse Works continues to grow and offer opportunities to a highly talented group of people in the community who previously struggled to find work — not because they aren’t more than capable, but often through misconceptions about their abilities. And loyalty is a two-way street. “We have a very low turnover rate of just six percent, well under the industry average of 30 to 40%,” added Johnson. When visiting a web page, JAWS immediately begins scanning from the top down. Agents can manage reading tasks through a series of hot key and shortcut keystroke commands, initiating the solution’s text-to-speech capabilities to listen to specific text or navigate headings, lists, links and images. Bright invention An amazing by-product is re-engineering processes to be faster and more efficient than those in commercial contact centers. “We automated a ton of repetitive behaviors,” said Johnson. “For example, before it might have taken four clicks to verify the caller’s identity. Now, our agents press one hot key, and all four data elements appear at once, to cleverly streamline the workflow.” Benefits abound One of the most powerful outcomes since implementing Genesys Cloud has been the ability to integrate unique productivity aids that Lighthouse Works designed specifically for the needs of its employees who are experiencing blindness. This includes EquiVista, a comprehensive audio guide for navigating screen fields — an accessibility tool so powerful it’s available on the Genesys AppFoundry® Marketplace for any organization looking to provide a fully accessible option to their employees. “Leveraging technology from Genesys, in partnership with our software development capabilities, is changing the game on employment for the individuals who are experiencing blindness, giving folks opportunities to work and grow with upward mobility,” said Brown. Stunkard concurred, adding a call to action: “Our partnership with Genesys has been incredibly empowering for our agents. So, EquiVista is available in the AppFoundry for anyone who’s on Genesys Cloud. The fact is, Lighthouse Works is extraordinarily passionate about creating long-term sustainable careers for individuals experiencing vision loss and blindness — and we would really love for other companies to join us in that.” The organization has realized other notable benefits, as well. Genesys workflow tools have helped improve caller outcomes and agent productivity. For example, by activating virtual assistants to collect callers’ demographic information, Lighthouse Works has cut 45 to 60 seconds from certain call types. This helps agents focus on more detailed questions and serve callers more efficiently. Building on this success, the company is currently building a bespoke user interface, which it plans to share via the Genesys AppFoundry® Marketplace. “Anything is possible with Genesys,” concluded Johnson. “I’m really proud that Lighthouse Works last year created over 25% of all new blind and visually impaired job opportunities in the US. What’s more, we’re one of the fastest-growing companies in our industry sector.” The improvements in contact center operations have helped Lighthouse Works boost its already high agent retention rate. The organization continues to explore other avenues to improve both agent workflow and caller experience. “Our plan is to harness AI to become another value-add for our customers, to save them time and get their happy consumers to where they need to be,” said Brown. “As long as it’s of high quality — and with Genesys we know it will be — we can focus on where we really create value in the marketplace.” Genesys proved to be the exact solution Lighthouse Works and its unique mission needed to deliver both effective communication with callers and an upgraded experience for the professionals who use the solution every day. “We were an early adopter in the cloud, and Genesys has demonstrated its ability to innovate continually,” concluded Stunkard. “Being able to offer our customers a truly integrated and powerful omnichannel solution gives us the confidence to say yes to any requests a customer may have.” To learn more about the solutions featured in this case study, visit www.genesys.com. The improvements in contact center operations have helped Lighthouse Works boost its already high agent retention rate. The organization continues to explore other avenues to improve both agent workflow and caller experience. “Our plan is to harness AI to become another value-add for our customers, to save them time and get their happy consumers to where they need to be,” said Brown. “As long as it’s of high quality — and with Genesys we know it will be — we can focus on where we really create value in the marketplace.” Genesys proved to be the exact solution Lighthouse Works and its unique mission needed to deliver both effective communication with callers and an upgraded experience for the professionals who use the solution every day. “We were an early adopter in the cloud, and Genesys has demonstrated its ability to innovate continually,” concluded Stunkard. “Being able to offer our customers a truly integrated and powerful omnichannel solution gives us the confidence to say yes to any requests a customer may have.” To learn more about the solutions featured in this case study, visit www.genesys.com.

Maintained operationsand customer support during lockdownsAccurate,near real-time reportingAbility to recordand review callsAchieved warm routingwith greatly reduced dropoutsSupportfor remote workingIntegrationwith SalesforceLocalsearch is a digital marketing company that services and supports small business owners in 38 markets, primarily along Australia’s eastern seaboard. The company has more than 28,000 customers who prefer to interact with customer service through inbound calls. This preference, combined with the limitations of a legacy contact center system, were the primary drivers for upgrading its 80-seat contact center to the Genesys Cloud™ platform. Then, as part of its response to the COVID-19 pandemic, Localsearch urgently brought 60 sales consultants onto the platform. Business continuity was a key driver. The Localsearch team needed to know a power outage or similar disruption wouldn’t take its operations offline. The team selected Genesys Cloud because of its capability to support contact center staff working from anywhere, including their homes — without any deterioration in customer service. Within days of rolling out Genesys Cloud, the platform’s remote working capabilities were tested. In response to the growing COVID-19 issue, the Queensland Government was forced to order a state-wide lockdown. That meant Localsearch had to rapidly deploy remote working for its contact center staff. Although it had never done this before, Localsearch rolled out remote working seamlessly — and without the need for outside support. “It was a once-in-a-lifetime scramble, let’s hope. But we didn’t have to get on the phone to Genesys at all,” said Gary Mandelkow, Chief Technology Officer for Localsearch. “Everything worked as it was designed to.” Effortless implementation Ease of use is still front of mind for Mandelkow, even though Localsearch had to use the software in new ways almost immediately after deployment. “When we went live with Genesys Cloud, we didn’t need to have three or four attempts,” added Mandelkow. “We went live at 5:00 PM on 26 March, and that was it. There were no rollbacks or any major issues — none of the chaos you’re used to when you migrate to a new contact center. Now, in terms of telephony there’s zero infrastructure that my IT team have to deal with. We have no hardware at our head office or even in a data center. The solution is entirely based on the cloud.” The company was able to easily add 60 sales consultants to the platform, increasing the user base by more than 50% overnight. “Again, one of the most incredible parts of the experience was how little support we needed,” said Mandelkow. “Everything in Genesys Cloud is elastic. We don’t have to ask for more licenses and pricing is all predetermined. Because of that, we can balloon up and shrink back down as we wish.” Enhanced customer experience Localsearch reports that, even during the height of the COVID-19 crisis, the company improved its customer experience. Reporting issues with the previous software make it difficult to compare it to the current platform. But contact center staff report warm call transfers have improved the overall customer experience. Calls are no longer dropped during routing. They’re correctly routed according to user status, which also boosts customer satisfaction by decreasing call handling times and removing unnecessary frustrations. With the new contact center software, the improvements will keep coming because management now has a 360-degree view of interactions. Localsearch will use those insights to ensure its team has everything it needs to quickly resolve client queries. And because Genesys Cloud integrates with Salesforce, both the contact center and sales teams’ calls and notes are loaded into Salesforce automatically. All work groups now have a full view of client interactions — allowing the digital marketing service to provide better support during the pandemic. This integration meant the team could pass context across the organization, ensuring data was freed from silos. They had quick access to relevant information that was even more essential in the midst of a pandemic. Greater efficiency despite volume increases As the Localsearch contact center adjusted to working under lockdown restrictions, it also managed a significant surge in call volumes. The surge was a result of its customers navigating COVID-19 restrictions and changes in business conditions. Throughout March and into May, call rates doubled and then almost tripled. The volume was absorbed effortlessly, said Mandelkow. “Everything scaled as it was designed to — and that’s a great story.” Localsearch can now facilitate conference calls from home or office workstations, rather than meeting rooms, which led to the right people being included. This streamlined communication at a critical time, generating better customer experience outcomes and stronger relationships between departments. Near real-time reporting Because of the recent implementation of Genesys Cloud, Mandelkow’s team also received valuable data in almost real time. Contact center managers could download call recordings quickly and produce reports at individual, team and group levels. Prior to moving to Genesys Cloud, Localsearch had no real-time or even accurate reporting from its contact center. Now it can configure dashboards in minutes with parameters and filters. The company can also export data into a business intelligence database and build its own reports and wallboards. That’s because Genesys has embraced open APIs and packaged integrations to give its customers as many options as possible to use their data and enhance their businesses. “Before Genesys Cloud, we had limited visibility of our agents,” said Mandelkow. “The metrics were limited and inaccurate. Also, there were only basic metrics available at the end of the week. It was awful. Now, we can see all the numbers change in real time as we answer the calls.” Next, Localsearch wants to enable data dips into Salesforce, allowing the data from the platform to influence how calls are handled and routed, and also to feed outbound dialing campaigns.

94% and higheraverage response rates14-second reductionin wait times35% increasein automatic identification on first contact25% reductionin average handle time (AHT)90% or higherFCR20% boostin agent productivityOnly as good as your last interaction Lowell Norway, formerly known as Intrum Justitia Norway, is a leading credit management provider. Their unparalleled combination of data analytics insight and robust risk management provides clients with expert solutions in debt purchasing, third-party collections and business process outsourcing. With their ethical approach to debt management, Lowell always looks for the most appropriate, sustainable and fair outcome for each customer’s specific circumstances. Dealing with around 2.5 million interactions annually — including 500,000 inbound and outbound calls; 500,000 emails and more than 1 million letters — the company’s Oslo contact center smooths the credit management process. Agents primarily handle inquiries from the clients’ end customer relating to invoices, reminders, payment demands and collections. Service expectations are high and ever-rising. “Our customers are very demanding and expect amazing service, great results and cashflow improvements,” said Lene Strengelsrud, Head of Communication Center for Lowell Norway. “Unless they get this every time, they could cancel their contracts and go elsewhere.” Held back by legacy infrastructure Lowell Norway sees the adoption of automation and digital technology as key to staying ahead. They were an early adopter of cloud technology and use big data, artificial intelligence and robots. With one of the most sophisticated, intelligent business processes around, Lowell Norway has the highest output/revenue per employee of any collection agency in Norway. However, their contact center platform was unable to keep pace. Solutions ran separately and were hard to integrate, creating islands of information and fragmented work practices. The business began to suffer from system crashes and downtime, while simple upgrades could take several weeks to complete. “We’d innovated and automated large parts of our business over the previous 10 years, but the contact center infrastructure was a showstopper,” said Carl-Petter Udvang, Product Manager for Lowell Norway. Single omnichannel desktop Tired of maintaining hardware, Lowell Norway switched to a more flexible approach with the Genesys Cloud™ platform. “The Genesys customers we spoke with said it was the best decision they had made. After a short time using the Genesys Cloud platform, we can see why,” said Udvang. “Genesys was also the only supplier prepared to build extra functionality into its interface, so we could automate more of our processes.” Installed and managed by local cloud specialists Advania, the solution provides a single desktop for securely handling inbound, outbound, IVR, email and chat communications. “The implementation took five weeks, three of which were actually spent waiting on our security provider,” said Udvang. “With that out of the way, our advisors were fully trained and ready to go within the hour.” Instant impact on customer experience In just three months, Lowell Norway achieved some big gains. “With the Genesys Cloud solution, it’s much easier to control queues and move resources around,” said Strengelsrud. “Every time a customer makes contact, our advisors automatically see their full history. So, we’re able to provide them with better information, quicker service and superior experience.” Those gains translated into solid results. Average response rates increased to 94% and higher, reducing wait times by 14 seconds or more. Automatic identification on first contact rose by 35%, cutting AHT by 26% and increasing FCR (for calls and email) to 90% and above. Agent productivity also rose by about 20%. Opening data for DevOps wizardry Lowell Norway also benefits from the platform’s ease of integration, high availability with Amazon Web Services and open interfaces — much to the delight of its DevOps team. “The open APIs are a big advantage, especially when integrating AppFoundry and GitHub applications,” added Udvang. “Now, our software developers quickly get to all the data they need and more. The other day, we asked if they could create mini dashboards taking various outputs from Genesys Cloud. After 30 minutes they were back with a project plan.” The Genesys Cloud Developer Forum and Resource Center cover everything the company needs to be self-sufficient and extract live data. “We quickly found an enthusiastic community of Genesys clients and employees, and the documentation is great and readily available,” said Udvang. In the future, advisors could potentially work from anywhere. All they need is an internet connection and a browser. The company has also added new metrics. “Norway’s top 10 businesses have a customer satisfaction score of 81 or more. And our C-SAT score is already around 78, something that I thought would be impossible before,” concluded Udvang.

95% ratefor customer satisfaction50% reductionin time to answer100% trackingfor interactionsUnified roadmapfor 25 global contact centersBecoming more customer-centric One of the world’s leading retailers for office supplies and workplace products, Lyreco Group is a thriving €2 billion business with 9,500 employees, nearly 2,000 of whom are in France. Set to grow to 800 agents across 25 contact centers, these global operations involve 17 subsidiaries around the world. Customer experience is the foundation of performance at Lyreco. To stay ahead of the curve, the company has embarked on an in-depth modernization of its contact centers. The project is part of a global process to reinforce the quality of customer relations, combining proximity, team commitment and best-in-class digital solutions. The goal was to simplify, personalize and support the buyer more effectively throughout their purchasing journey — from product selection to the delivery and management of their account. Historically, sales and service functions were distributed with most customer interactions taking place over the phone. In addition to scheduling appointments for sales teams and channel distributors, agents confirm purchases and shipping details, provide product information, and help customers navigate the company’s website. However, Lyreco lacked a common approach for managing calls, reports and results. “Our local roots allow us to form close relationships with our customers,” said Nelson Oliveira, Product Owner, Customer Care at Lyreco. “Our contact centers, located locally in the 25 countries in which we operate, play a key role. We wanted to go further by strengthening our knowledge of the customer and guaranteeing quality of service. Hence the need to share information for a 360-degree view of the customer journey to ensure a truly omnichannel, personalized and seamless approach.” System-agnostic approach simplifies rollout Rather than continuing to invest in an aging on-premises system, Lyreco chose an agile cloud-based approach. Following a tender, four solutions were shortlisted, with the Genesys Cloud solution platform coming out on top. “Genesys scored highest where it mattered most — maturity, ease of deployment and scalability,” said Romain Dupont, Project Leader, Customer Care Department at Lyreco. “We piloted Genesys Cloud with 250 users in five countries over four months and were so impressed with the performance and user experience that we made it our new global standard.” The all-in-one Genesys Cloud platform makes it simple for Lyreco to use inbound, outbound, workforce management, and communicate and collaborate features. Lyreco also benefits from the Genesys Cloud telephony server and Zendesk CRM system integration. Until this point, each Lyreco subsidiary had chosen its own technology. “Genesys Cloud Edge allows us to deploy the solution very quickly, regardless of the local infrastructure in each subsidiary,” said Dupont. “So, we can retain PSTN telephone links, IP telephony and SIP gateways. And we get better disaster recovery as well.” Empowering managers and agents At the company’s French headquarters alone, the Genesys Cloud platform ensures that 3,500 daily calls are handled expertly and proficiently. With more subsidiaries about to migrate, that number will rise to 10,000-plus per day. Lyreco has already seen a difference. “Although it’s early days, we can do things we couldn’t do before — like switching traffic between sites, routing calls to the most qualified agent and improving follow-up action along the customer journey,” said Dupont. Clunky handsets have been replaced with sleek headsets and click-to-dial softphones. Videoconferencing, screen sharing and chat tools make it easy to connect with colleagues. CRM system integration helps identify customers and potential reasons for calling. And agents don’t waste time re-keying information on multiple screens and apps. “Our workforce has an older age profile, so we anticipated resistance to change, but they’ve been quick to adopt Genesys Cloud,” said Dupont. Seasonal demand spikes are much easier to plan for and manage now with the Genesys Cloud platform. Back-office operations run with greater automation and accuracy. Call data is input into the workforce management tool, enabling managers to fine-tune resources in line with service levels. And forecasts consider when agents are on break, vacation, sick leave or in training. Transformation feeds great customer experience The digital transformation carried out within the Lyreco Group optimizes customer and employee user experience. This is an important step in moving toward a more omnichannel approach to managing customers and harmonizing customer service internationally. Now, the company can track each exchange and report on KPIs using the Genesys solution, which has been integrated with its Zendesk application. Operations are also more efficient. The implementation of the Genesys Cloud platform, coupled with a redesign of its operational model, has enabled a 50% reduction in call response time. As a result, satisfaction ratings consistently hover around 95%. Soon agents can make product recommendations based on traced and grouped information accessed via a single interface. And they’ll be able to contact customers again after a missed call and identify opportunities to increase first-call resolution. “We nailed our objective to build a common solution capable of supporting our long-term growth, while establishing clear CX metrics and driving closer collaboration between our subsidiaries,” concluded Dupont.

11% decreasein cost per call 80% reductionin dropped calls6 legacy applicationseliminatedA commitment to excellence in customer experience M&T Bank has long stood for making a difference in people’s lives, with a deep-rooted commitment to customer experience. With 22,000 employees and $200 billion in assets, the bank’s branch and ATM network span the eastern U.S. from Maine to Virginia and Washington, D.C. M&T Bank continues to distinguish itself with a mission of providing exceptional customer service designed to build lasting relationships. Yet, as customer expectations continue to evolve, the bank understands the importance of keeping pace with technological advancements, prompting M&T Bank to modernize its CX technology, as well as enable more productive, timely collaboration across teams. Knowing the right partner was crucial for its CX transformation, M&T Bank carefully evaluated several technology providers. “Our customer experience is a reflection of our brand, which means the quality of those experiences will have a direct impact on our brand. Choosing the right partner allows us to deliver those loyalty-building experiences,” said Justin Poser, EVP, Head of Enterprise Contact Strategy. “Plus, this wasn’t a decision we wanted to revisit every few years. We needed a partner who could evolve with us — and Genesys is committed to continuous improvement.” The decision to implement the Genesys Cloud™ platform was driven by several additional criteria, including robust cloud-based current capabilities, a clear roadmap for future innovations, and a shared commitment to collaboration and excellence. Security, resiliency and uptime were also table stakes. M&T Bank now has more than 65 business lines and over 300 queues fully implemented on the Genesys Cloud platform and has eliminated six disconnected legacy applications. This provides a strong foundation for delivering consistent customer experience quality across the organization. “The whole bank being on this one world-class platform affords us a lot of benefits because, as Genesys releases new enhancements and we bring them forward, they’ll be available to the entirety of our organization,” said Poser. The transition to Genesys was part of a broader agile transformation at M&T Bank. Not only did the bank bring in new technology, but it also changed the way its teams work together to implement that technology. The aim was to eliminate silos and bring business and technology teams closer together to collaborate from the outset of any projects. The Immersion Center: Bringing the customer experience to life One of the most groundbreaking initiatives resulting from the bank’s customer experience transformation was the creation of its Immersion Center — a workspace designed to bridge the gap between leadership, technology teams, and frontline employees. “It started with a core insight: How can we enable our leaders to be more closely tied to the voice of our customers and use that insight to drive continuous improvement?” said Poser. The Immersion Center enables leaders to listen to customer calls across different departments — from retail banking to collections to fraud prevention — providing firsthand insight into customer needs and service pain points. By offering direct exposure to customer interactions, the Immersion Center fuels continuous improvement, allowing for more rapid iterations in customer service enhancements. With more than 600,000 customer interactions happening every month, the potential for gathering actionable insight is immeasurable. As Shelley O’Brien, Contact Center Department Manager at M&T Bank, describes other areas of value: “The Immersion Center is an opportunity to bring the customer story forward. We created it to bring together frontline bankers with other employees to showcase how customers are serviced daily across the many ways they contact the bank. It also provides our internal technology partners with an opportunity to see firsthand how bankers use the system, identifying pain points and prioritizing improvements.” Eliminating silos between teams speeds up innovation and issue resolution. Now technologists can walk over to bankers and ask questions rather than having to schedule meetings that might not happen for days or weeks. “This enables us to get insight more quickly, which then allows us to increase our feedback loops and accelerate the rate of our continuous improvement,” Poser said. Additionally, the close collaboration and insight allows the bank to better prioritize any work that needs to be done related to CX technology — especially if it will more quickly eliminate a customer pain point. And once updates are made, Genesys Cloud enables the bank’s internal technology partners to listen to customer calls with bankers to hear customer feedback directly. The team can also share their findings with their internal business partners and executive leadership to show exactly how the team is supporting customers. “It’s an easy process to be able to use the system to showcase customers and share their feedback,” said O’Brien. “Having all that information immediately available also enables us to provide coaching, if needed.” Accelerating innovation with AI and automation With Genesys in place, M&T Bank is also strategically leveraging AI and augmentation to support its bankers more effectively — all within strict company policies, industry regulations and guidance from the company’s AI teams. Beyond AI, M&T Bank has also integrated the Genesys bullseye routing feature, which dynamically reallocates call volume based on banker availability. “During busy times, calls are directed to a secondary group if their primary call type isn’t active, which allows us to provide that exceptional customer service and support as efficiently as possible,” said O’Brien. Using Genesys Cloud WEM functionality makes it much easier and more efficient for bankers and supervisors to see schedules and quality monitoring information. Previously, this information was spread across several systems. Additionally, the internal chat functionality allows bankers to quickly connect with colleagues while on a call with a customer — improving service quality and reducing the likelihood of a transfer or escalation. Supervisors can review chat data to help with coaching and monitoring. “The ease of pulling data from the Genesys platform and the reporting capabilities have improved our ability to make more data-driven decisions, provide better coaching and make key changes quickly,” added O’Brien. Measurable impact and business outcomes The impact of the transformation has been profound, delivering tangible results across the organization. Over the past year, service bankers have been able to take about 100 more calls per month each. At the same time, M&T bank has seen an 11% decrease in cost per call by optimizing operational efficiency. The Genesys Cloud platform has also enabled the bank to route customers to the right banker faster, leading to an 18% reduction in call transfers and an 80% drop in disconnected calls. This speed and reliability are key elements of the exemplary service M&T Bank strives to provide its customers. “All the enhancements Genesys Cloud brings, plus our Immersion Center, has led us to a new stage where we’re more ready than ever to deliver increased rates of continuous improvement, both for our employees and our customers,” added Poser. A roadmap for continuous improvement The approach to transformation taken by M&T Bank reflects that commitment to continuous improvement. By implementing Genesys across all 65 business lines and 300 contact center queues simultaneously, the bank quickly built on its foundation of excellence, creating a framework for long-term success. “We made the decision to go broad rather than deep right away. This allowed us to get everyone on the same platform quickly, making future enhancements easily scalable across the organization,” said Stanton. “We want to make sure that our customers are supported in the best way possible, regardless of the channel they use to interact with us,” added O’Brien. As M&T Bank looks ahead, its plan is to continue building out its customer-first strategy — powered by innovative technology and strong partnerships. Partnering with Genesys enables the bank to move new capabilities forward in a safe and responsible way, as well as easily see the value of the investment in the platform. It also helps to ensure that the bank can continue to set the standard for excellence in financial services. “There’s nothing more exciting than improving experiences for both employees and customers,” concluded Poser. “And now, we have the tools and partnerships to do it at an accelerated pace.” To learn more about the solutions featured in this case study, visit www.genesys.com.

15-secondhold time Two-minute reductionin average handle time 43% savingsin contact center costs

15% improvementin call efficiency year-over-yearSignificant reductionin mail and online processing timesImproved servicewith skills-based routingWith 4 million customers, Matmut is a leading insurance group in France. It offers a broad spectrum of products and services in property and casualty insurance, health insurance, loans and wealth management while handling millions of existing contracts. “All of these products and services target different professions, but the common denominator is the relationship we have with all of our customers, whether they’re individuals, independent professionals or companies,” said Fabrice André, Program Director, Transformation of the CRM Group at Matmut. With 6,400 employees — more than 4,000 of whom are directly involved in customer experience — Matmut has embarked on a big project called “SMART” to transform its customer journeys and offer its customers a more personalized relationship. Launched three years ago, this project involved overhauling the insurer’s CRM system and agent workstations. This transformation required an all-in-one contact center solution that would enable Matmut to pool internal skills so it could manage tasks relating to contract formation, renewals and claims. It chose the Genesys Engage™ on-premises solution to orchestrate its customer experience flows. “We currently have 2,800 employees — stakeholders in customer experience who are spread over our 480 local branches — and four contact center platforms. These platforms all work on the same Genesys system to address all stages of the life of a contract, from the marketing of insurance contracts to their day-to-day management. And the deployment of Genesys Engage functionalities is expanding to nearly 600 employees who specialize in compensation processing,” said André. When the Genesys solution is extended to other Matmut business units, more than 4,000 employees will benefit from its omnichannel capabilities. “We have always wanted to work omnichannel within the Matmut Group,” added André. “Thanks to the Genesys solution, we can apply this strategy by maximizing the connections between digital and telephone flows, for example.” “It is because we are committed to a big transformation project for our group that we have chosen the Genesys solution,” said André. “Whether it is physically welcoming customers or managing internet or telephone flows at the front or back office, we want all internal stakeholders to benefit from a robust and shared solution that handles all flows.” Pooling flows to strengthen agent efficiency At the heart of the SMART project was the desire to gain a 360-degree view of customers. In executing this global overhaul, Matmut integrated its Salesforce CRM system with Genesys to facilitate seamless access to customer information. The company’s information system has historically been built on specialized solutions by channel (such as Alcatel on IPBX voice) or on internal developments, such as cold-flow management. So, Matmut didn’t have an omnichannel business software package to easily manage activity across all its channels. Its employees often lacked visibility into communications flows. Planning the transformation proved to be complex, particularly in handling the volumes of voice, web and email interactions. But Genesys has made a big difference in how work is distributed, with tasks largely handled in “push mode” with Genesys Intelligent Workload Distribution. “During the preparatory work in defining our customer journeys, the issues of expanding and pooling channels were important,” explained André. “The ability of the Genesys solution to address all current and future flows is a proof of efficiency for us.” A gradual deployment for a successful ramp-up The pilot project, which covered 150 employees and a small group of customers, tested the Genesys solution under real conditions. It also allowed Matmut to measure the benefits of the solution for both its customers and internal teams. “We carried out a first pilot in April 2019 on a few agencies, on a telephone platform in Normandy and on a few back office management units,” explained André. “Mixing activities between phone time and back office processing was a strong expectation of our employees.” During the deployment phase, the IT team did everything it could to support employees, particularly in the use of the agent interface, which provides access to the key elements for processing an interaction. Training support and product demonstrations proved critical throughout the project, especially during periods of lockdown when the COVID-19 pandemic struck in 2020. When face-to-face presentations were no longer possible, Matmut developed videoconference sessions. “We have set up a training environment specific to each deployed population: call simulation, back-office processing and so on,” said André. “The training on the Genesys interface was carried out the day before the start of real production.” The Genesys Workforce Engagement Management application now enables planning management and proper team sizing. It estimates the volumes of activities in advance, proposing optimized schedules that take any constraints into account. It also enables Matmut to verify the adequacy of its forecast according to its workflows and team schedules. And a function for shift bidding has been set up between employees. “Today, for users of the contract management back office, the routing of complex requests is carried out according to the skills of the employees,” said André. “The task and resource planning tool used on our contact centers allows us to improve the anticipation of our actions.” A centralized unit within the contact centers now plans the communications flows, supervises them in production and guarantees service quality while respecting the insurer’s business objectives. All of this has contributed to improved results, particularly an increase of 15% in phone efficiency along with significant improvements in the processing times for policyholder internet and mail requests. In the future, Matmut plans to create a wider distribution of outgoing calls and establish new contact channels to further strengthen its connections with customers.

73% decreasein call abandonment rateIncreasein agent occupancy51% more callshandled by agents within two months of implementationImprovedcall distributionsWith nearly two million customers across the Philippines, Maxicare recognized the need to evolve and provide an enhanced level of service to align with their changing needs. Today’s customers require more proactive guidance from their healthcare providers, spanning from preventive care down to post-surgery support. “Healthcare is now a journey, and we are our clients’ navigators,” said Christian Argos, CEO of Maxicare. In response to this evolving role, Maxicare integrated the voice capabilities of the Genesys Cloud platform into its contact center operations to offer closer contact and proactive guidance to its customers. This move has resulted in enhanced service capabilities and increased customer satisfaction due to the platform’s intelligent routing strategies. “The transition happened rapidly, and the experience has exceeded expectations,” added Argos. “There is a reason why companies that have customer interaction as their lifeblood rely on folks like Genesys.” Achieving quicker customer call resolution times Intelligent call routing now matches patient needs to the most capable resources. The feature has resulted in significantly faster and more efficient call resolutions for Maxicare customers, reducing call abandonment rates from 51% to just 13.57% — a 73% decrease since its implementation. “The industry is trying to build the discipline of advising patients and being more proactive in telling them what they need, who they should see and what their options are,” said Argos. “It’s more bidirectional in engagement — being more focused on proactive and preventive care.” Improving employee occupancy Additionally, the platform’s workforce engagement management capabilities have helped enhance visibility and real-time intelligence on workforce skills and proficiencies. This has led to a more balanced distribution of calls across the workforce, aligning call center demand with the required workforce. For Maxicare, this balanced distribution has empowered their agents to exceed expectations. Within the first month of implementation, the number of calls handled by agents increased by 14.34% — growing to 50.76% in the second month. Supporting future omnichannel ambitions Ultimately, Maxicare envisions a single omnichannel platform that links all patient interactions across various channels, streamlining customer data — and culminating in proactive, contextual and personalized healthcare services for its customers. While data security and governance are paramount concerns, Maxicare is confident that its new cloud-based platform integration will address these challenges. “Genesys plays a role in helping us reach these new KPIs because, eventually, as the journey moves from an initial call to chat to email, we’ll have visibility of all of it,” said Argos. Genesys Cloud offers a wide range of built-in tools for omnichannel interaction, app integrations, service automation, reporting and analytics — providing a solid foundation for these ambitions. The platform’s special emphasis on security through state-of-the-art encryption algorithms is especially relevant to the healthcare provider’s concerns when dealing with highly sensitive patient data — making Genesys Cloud an ideal tool in realizing its omnichannel goal. “We’re at the start of the journey,” concluded Argos. “A lot of our ambitions now need to be scaled and executed, and that’s why Genesys moving fast is helping us move even faster.”

Over 100Genesys migrations completed (some within just two weeks)6,000 agentsserve customers more efficiently with less effortRapid creationof competitive new offerings with cost predictability31% consolidation of client projectsUp to 50% financial savingswith greater licensing flexibilityRetired 26 phone systemsand countingUnifying technology for better service and profitability As a leading strategic partner to governments around the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental and social challenges. It delivers innovative business process management, impactful consulting services and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs. Driven by a mission to strengthen the communities it serves, Maximus relies heavily on its ability to rapidly deploy high-quality, innovative and attractively priced services. This perennial challenge wasn’t helped by its sprawling IT estate — over 20 multivendor solutions including Cisco, Avaya, Mitel, Verint and Genesys; siloed tools and data; and differing work practices. “To deliver continued service innovation and profitable business growth, we realized it was time to unify our contact center operations,” said Angela Kovach, Vice President of Cloud Technology at Maximus. “That meant moving toward a common cloud platform, proving that approach in the US, and extending it to our international markets.” Valued partnership After bad initial experiences with another vendor, Maximus decided to standardize on the Genesys Cloud platform, built on Amazon Web Services (AWS). “It felt like a true partnership from the beginning,” added Kovach. “We talked through how Genesys would assure the uniqueness that is Maximus — keeping our clients’ services and data securely segregated while leveraging economies of scale on things like licensing.” Midway through the implementation, the company had to rethink its strategy again as the full force of the COVID-19 pandemic hit. “The combination of Genesys and Amazon WorkSpaces enabled us to seamlessly pivot to working from home and keeping services running,” said Julie Anderson, Director of Technology at Maximus. IT benefits with excellent support Over the next two years, Maximus went on to complete over 100 Genesys migrations — some within just two weeks — and stand up 35 new organizations. Additional savings came from system retirements (26 on telephony alone, with more to follow) and the consolidation of client projects from 134 to 93. Licensing costs have also significantly reduced by as much as 50%, while providing a better fit with the fast-changing needs of a BPO. “Genesys had a true Contact Center as a Service offering, unlike other solutions that required a ton of configuration work and VPN connections,” said Charles Skowron, Senior IT Principal Architect at Maximus. “We no longer have to worry about maintaining loads of standalone products like IVR, call recording, quality and workforce management. And we appreciate excellent support and professional services from Genesys, which are tightly managed in-house rather than outsourced to third parties.” Improving the way people work Since the start of the deployment, its IT teams have set up 6,000 users across 100-plus sites throughout the US, Canada and Australia — with the UK set to onboard. The Genesys platform is helping improve how people work. “Before, our advisors had to operate three or four screens,” said Derrick Douglas, Director of US Health and Human Operations at Maximus. “Now, they just have a single login and can easily handle calls and text and chat conversations through one desktop interface. And they get the data they need with less clicks and effort.” Separate call and screen recording products have been replaced with one central system, simplifying quality management. Similarly, the company shifted its workforce management solution for migrated projects to Genesys Workforce Engagement Management. With the shift came expanded benefits like gamification for its employees and supervisors. Closely tailored AI and digital services Next, Maximus set about experimenting to enhance client propositions with artificial intelligence (AI)-powered extras like agent assist, topic miner, and speech and text analytics. “With Genesys flexible licensing, we’re able to make features available faster to clients and on a much more selective basis — something we couldn’t do before,” said Douglas. “The fact that Genesys has now attained FedRAMP Authorization is another plus when it comes to satisfying government tender requirements and helping us attract new customers.” Genesys is helping drive better experiences from conversational AI solutions like chatbots. “Every release, we’ve seen Genesys AI improve substantially,” said Skowron. “We’ve done some comparisons between Genesys and other AI solutions. Over the last year and moving forward, we’ve decided to utilize Genesys AI for voicebots and chatbots through Genesys Dialog Engine Bot Flows or Digital Bot Flows for every implementation with conversational AI needs.” Other innovations include automated QA scoring using sentiment analysis to quickly alert supervisors to coaching needs. The next stage of the company’s strategy is to capture results and quantify benefits from service enhancements like bots and gamification. “As a BPO, it’s vital we provide a consistently great experience to our clients’ end customers while bringing in the project on time and within budget,” concluded Kovach. “Genesys gives us that certainty.”

10-weekfull cloud migration30%productivity increase2%customer satisfaction (CSAT) improvementNear-zeroabsentees and latesEnabled digitalinnovation roadmapInnovation roadblocks One of North America’s most experienced submetering providers, Metergy Solutions has over 500,000 water, gas and electricity meters under contract — and processes some two million invoices annually. Its turnkey solutions cover all types of buildings and apartment rentals, right down to individual suites. And it helps customers generate up to 40% in savings simply by having access to their own meter readings. The Metergy contact center usually serves as the first point of contact, but it was being held back by manual processes and complex Avaya on-premises technology. As a digital-first business, Metergy wanted to combine its professional web services with native omnichannel customer experience capabilities delivered from the cloud. “Our vision for customer experience was one where agents could quickly locate information, provide accurate guidance on bills and educate customers on usage and the best ways to manage their consumption,” said Maudrie Smith, Director of Customer Care Operations at Metergy. “We wanted agents to be friendly and obliging.” A rapid move to remote work Metergy spent over a year evaluating solutions before settling on the Genesys Cloud™ platform. “We wanted to get more hands-on and self-serve, rather than keep relying on slow and costly external support,” added Smith. “Genesys Cloud was definitely the easiest to maneuver and had all the services we had on our wish list. And it was the first time in my entire career that I’ve implemented a major project in 10 weeks.” Soon after, the COVID-19 pandemic struck. Metergy faced unforeseen challenges in protecting its people, services and revenue as it quickly transitioned to remote work. “There were no hiccups whatsoever and customers didn’t even realize our agents were working from home,” said Smith. “We were successfully set up by 10 AM and taking calls and emails. Everything responded and worked exactly the way it did when we were in the office.” Innovation roadblocks One of North America’s most experienced submetering providers, Metergy Solutions has over 500,000 water, gas and electricity meters under contract — and processes some two million invoices annually. Its turnkey solutions cover all types of buildings and apartment rentals, right down to individual suites. And it helps customers generate up to 40% in savings simply by having access to their own meter readings. The Metergy contact center usually serves as the first point of contact, but it was being held back by manual processes and complex Avaya on-premises technology. As a digital-first business, Metergy wanted to combine its professional web services with native omnichannel customer experience capabilities delivered from the cloud. “Our vision for customer experience was one where agents could quickly locate information, provide accurate guidance on bills and educate customers on usage and the best ways to manage their consumption,” said Maudrie Smith, Director of Customer Care Operations at Metergy. “We wanted agents to be friendly and obliging.” A rapid move to remote work Metergy spent over a year evaluating solutions before settling on the Genesys Cloud™ platform. “We wanted to get more hands-on and self-serve, rather than keep relying on slow and costly external support,” added Smith. “Genesys Cloud was definitely the easiest to maneuver and had all the services we had on our wish list. And it was the first time in my entire career that I’ve implemented a major project in 10 weeks.” Soon after, the COVID-19 pandemic struck. Metergy faced unforeseen challenges in protecting its people, services and revenue as it quickly transitioned to remote work. “There were no hiccups whatsoever and customers didn’t even realize our agents were working from home,” said Smith. “We were successfully set up by 10 AM and taking calls and emails. Everything responded and worked exactly the way it did when we were in the office.” Efficiency gains Metergy wasted no time in leveraging new Genesys features. Previously, because all its calls and emails were routed manually, there used to be an element of “cherry-picking.” Agents would select the easiest jobs first, resulting in more difficult tasks going back to the queue. Now, with Genesys Cloud, they must handle and complete each job in the order it’s presented before progressing to the next one. Enhanced data access has also helped to speed up service. “Unlike before, when a call is fed through, our agent can see all the customer’s information on their screen,” said Smith. “So, they can personally greet them by name and speed up verifications. And, because our agents are fully blended, they can work on emails or other tasks while they’re waiting for calls.” Informed resource management Now firmly meshed into daily operations, Genesys Workforce Engagement Management has been used to gather information on call trends and how many agents were needed over a six-month period. In addition, Metergy has leveraged quality management tools to record and evaluate its agents and their interactions. “Genesys Workforce Engagement Management has amazing reporting features that highlight non-compliance,” said Smith. “When a call or email comes in, we’re able to score the interaction and share that with the agent, who is often unaware of their behavior. We can then arrange coaching sessions to help mentor and improve their performance.” Overall, these improvements have contributed to a 30% increase in agent productivity and a 2% rise in CSAT. “And our rates for absentees and lates are now literally zero,” added Smith. Enhanced independence and control Greater freedom to self-serve has also made a big difference. For example, a call queue for an e-billing campaign was set up, tested and ready to go within 10 minutes. “Prior to Genesys Cloud, we would have had to pay a vendor to do that for us,” said Smith. Now, Metergy plans to introduce webchat and artificial intelligence-powered bots that will empower agents to deal with more complex tasks. “Our people plus Genesys Cloud makes superhuman service,” concluded Smith. “It means our agents are equipped to do their jobs using the right tools, providing information that the customer can understand in a fast and efficient way.”

44% fasterresponse times50% lessabandoned callsHalf of all callsresolved by chatbot91% customer satisfactionGreaterwork variety and happier agentsMost changeshandled internally without IT supportSurging demand for public assistance The Family Support Division (FSD) at the Missouri Department of Social Services (DSS) helps people in need across the state of Missouri by determining their eligibility for public assistance. Around 450 agents handle about 30,000 calls weekly. This includes a dedicated line for customers seeking food stamps under the Supplemental Nutrition Assistance Program (SNAP) and needing to book interviews, either over the phone or in person at one of 140 resource centers. During the COVID-19 pandemic, the agency saw a surge in SNAP applications from low-income families, as well as increased requests for healthcare, temporary assistance, child support and other vital services. On-premises tech struggles to surge Tough situations were inadvertently made worse by failing technology. Limited to using the phone, customers would suffer extended wait times due to on-premises technology that struggled to cope with spiking volumes. “Once it reached a certain limit, our old phone system stopped accepting calls and played a message directing customers to website information,” said Nichole Conway, Program Manager at Missouri Department of Social Services. “All of this caused negative media attention, a poor customer experience and, potentially, non-compliance.” Along with a lack of reporting and forecasting tools, the FSD had to compete with 16 other government agencies for internal IT support — meaning the simplest of IVR or call flow changes could take a significant amount of time. An online appointment request was created as a stopgap. However, employees would still have to call back to manually schedule interviews based on staff availability and the customer’s preferred resource center location. Flawless migration to the cloud Backed by its CEO, Missouri DSS participated in a task force to radically transform its contact center operations. The race was on to find an omnichannel cloud-based solution that would offer greater customer choice, automation and self-sufficiency. “Genesys came in and did a demo,” said Conway. “All the agencies were blown away by the platform’s flexibility, the digital and reporting capabilities. What also stood out was how easy it was for a non-tech person to maintain. That was a big selling point. We stopped searching after that.” Genesys Professional Services oversaw a flawless migration to the Genesys Cloud platform — sharing knowledge, assisting with customizations and setting up IVR profiles and outbound campaigns. “Their engineers were excellent and helped us figure everything out on the fly,” added Conway. “We had 30 days of technical support but hardly used any of it.” Crucial conversations on all the right channels The move to Genesys has allowed an increased number of staff to be able to take calls. With the previous solution, staff with access was limited to certain individuals. With Genesys Cloud, anyone on the Income Maintenance team can have access and take calls from customers as needed. Now, conversations not only take place over the phone, but also over text and chat. And Missouri DSS gained the ability to turn on new channels like email and social media at will. Attracting about 550 monthly interactions, its SMS-based messaging service now allows customers to interact with an agent for general questions about application processes and policies. In addition, appointment scheduling has been largely digitized by a chatbot. Created through a seamless integration of Genesys and Google Cloud Contact Center AI, that automation dramatically improved a time-consuming, error-prone practice “Customers can schedule appointments using the IVR or live chat, where they’re greeted by our virtual agent,” said Conway. “The chatbot invites them to select a phone or face-to-face interview at their local office based on their zip code. Phone appointments are then loaded into Genesys Preview Campaign. Our agents don’t even need to dial out. They just go on-queue to be connected to the customer in a timely manner.” More speed, less stress Live chat is proving to be more popular than SMS with some 32,000 monthly interactions. Containment rates (the number of users who interact with a chatbot and leave without ever speaking to a live human agent) hover at around 50%. Artificial intelligence-powered Genesys sentiment analysis tools have also been deployed to dig deeper into the customer experience. For instance, these tools are used to evaluate the words and emotional tone used during calls. The results help highlight staff training needs and opportunities for customer education campaigns. Among a host of service improvements so far achieved are a 44% decrease in average speed of answer and a 50% drop in abandoned calls. Satisfaction scores are up, with 91% of customers having a positive experience when using the chatbot-powered appointment scheduler. Employees also enjoy a better experience. “Our staff can see their schedules at a glance, including breaks and off-queue time,” concluded Conway. “Introducing text and chat, we’ve added job variety and respite from back-to-back phone calls, reducing stress and potential risk of burnout. And we have greater control over the platform ourselves and don’t have to rely so much on IT support.” Future plans include introducing email confirmations and expanding languages available for automated information relayed to customers.  

150% revenue increase from digital bookings$17 million cost savings,projected to rise to $50 million86% increase in employee retention63% increase in members using digital channels4X increase in monthly quality evaluations31% reductionin both average speed of answer and abandonmentModivcare is one of the largest providers of non-emergent medical transportation, virtual patient monitoring and personal in-home care with more than 20,000 teammates working for the company. Contact center transformation underpins the company’s goal of setting a new standard for member engagement and satisfaction in the NEMT industry, as it continues to drive efficiencies at its mobility care centers. The first step in the journey started by addressing the technological limitations of its current contact center system. “As we looked to the future, we saw the constraints that hindered us from meeting our projected goals,” said Jessical Kral, Chief Information Officer at Modivcare. “IT tickets were escalating due to workforce management, virtual agent stability and performance issues. It was hard to outsource activities and maximize return on investment, which resulted in the potential for lost opportunities. Modivcare saw the importance of putting our member experience first, choosing to invest in cutting-edge technology.” Nothing left to chance In pursuit of a resilient cloud contact center platform, a thorough vendor selection process saw Modivcare evaluate offers from all the major players, along with other recent market entrants. “We drew on previous hands-on experience with several vendor solutions before eventually going with Genesys,” said Kral. “We appreciated their openness with APIs and scope to customize with AppFoundry plug-ins. Purchasing via the AWS Marketplace was a major benefit and allowed us to leverage other AWS investments.” Before implementing the Genesys Cloud AI-Powered Experience Orchestration platform, Modivcare conducted six months of planning and discovery. The introduction of Genesys Cloud Web Messaging provided the ideal opportunity to check that the right user training and support enablers were in place. “Genesys Professional Services sharing their implementation experience helped improve our internal procedures and organizational change management approach,” said Kral. “We ended up with a very clear set of tasks, roles, expectations and delivery stages that allowed us to immediately improve member experience.” Modivcare enjoys other new capabilities, such as SMS messaging, which drives members to download and adopt a mobile application for ride alerts and notifications. Genesys Cloud has also been integrated with email, fax and the company’s Pega CRM system to seamlessly secure data. In addition, Genesys speech analytics helps with coaching and metrics for a better experience. Unique service differentiation Part of a nationwide rollout completed six weeks ahead of schedule, the Genesys Cloud platform currently supports 2,600 customer service advisors, a mix of in-house and outsourced personnel who mostly work from home and together manage around 2.2 million monthly calls, plus email and messaging conversations — efficiently and securely via a single, unified desktop. After implementation, some initial top-level benefits realized by Modivcare include improvements in member engagement, personalized care, scalability, data experience and security measures. A key service differentiator is the ability to match a member’s profile to the care they require — regardless of the plan type or number of channels the member uses. While carefully orchestrating those journeys, agents can manage time to resolution and other KPIs that need to be tracked. “We’ve elevated our ability to deliver seamless, personalized experiences that cater to the unique needs of our 34 million members, delivering more than 31 million paid trips per annum,” said Kral. “We’re one of the first NEMT companies to leverage AI plus real-time data capabilities and analytics to ensure quality performance at scale. This will be a difference maker for our members, granting them the access to care at the level that best serves them.” Digital excellence payback With a digital-first strategy, Modivcare started with Genesys Cloud Web Messaging and has embedded a single standard widget in three applications, with two others pending. “We quickly achieved a 2-to-1 ratio of transactions per agent with a goal of 4-to-1 once we implement Genesys Cloud Agent Assist,” said Kral. “Our call volumes halved, which has been instrumental in delivering $17 million in cost savings to date.” The company’s Google voice capabilities (with speaker identification for regulatory compliance) and its chatbots integrated with Genesys Cloud Web Messaging cover six main member intents: reservations, capture, cancel, change, confirm, mileage reimbursement and ride assistance. “Around 63% more members now choose to engage through web messaging and bots,” added Kral. “Coupled with a 20% improvement in containment rates, we’ve seen revenue from digital bookings increase by 150%. It also means our agents get to more high-touch engagements with our members like VIP Services; distressed and stranded riders; escalations; and non-digital adopters.” Genesys data tables have reduced effort, too. Agents can quickly establish member eligibility rights and create reservations on the spot — securely eliminating millions of file transfers from insurance plans. Smarter workforce engagement and tech-enabled services With Genesys Cloud Workforce Engagement Management (WEM), Modivcare benefits from advanced quality management tools, speech and text analytics, and gamification techniques that will soon roll out. “Our goal has been to score more interactions for each customer service representative to assist in coaching and raise the overall experience for our members,” said Kral. “Previously, we could only score about 6,000 interactions per month, which didn’t provide the level of insight we needed. Now, with WEM, that figure has tripled closer to 24,000, complete with conversation transcriptions, to drive more coaching and improvement opportunities for our teammates to provide better service for our members.” Previously, 65% of IT tickets were related to hurdles with its legacy workforce management solution, and after evolving to the WEM capabilities of Genesys Cloud, that number has decreased to less than 15%. With most of the remaining tickets being “how-to-do” requests as users continue to build workforce engagement management product knowledge. Broad KPI improvements Nearly a year after embarking on its contact center transformation with Genesys Cloud, Modivcare is seeing a huge upswing in its member and teammate experience indicators including a 31% reduction in average speed of answer and abandonment rates. Service levels and quality scores have risen by 5%, with occupancy rates up 3% — and an 86% increase in teammate retention. Importantly, those results are positively impacting front-line services, such as scheduling member transportation. For example, agents are better enabled to act earlier and prevent late arrivals, while driving out fraudulent claims, waste and abuse within the healthcare industry. “As our country ages and Medicare spending rises, we will address these issues with a digital-first strategy and high-quality, integrated services,” concluded Kral. “By focusing on innovation and modernizing our systems, our teammates can work more efficiently, which allows them to concentrate their energy on providing the human element to our high-touch engagements.”

Future-proofedcontact center environmentEnhancedflexibility, stability and securityImprovedcustomer and employee experiencesSimplifiedagent trainingA manufacturing and retail powerhouse Brazilian manufacturer Multilaser started in 1987 as a printer cartridge refill services company. In the early 2000s, it expanded into the IT accessory market; today, it produces electronic devices such as notebooks, smartphones and tablets for retailers, as well as network infrastructure equipment for internet providers. Its product lines are grouped into different brands: Atrio, Goga, Multikids, Pulse and Warrior, in addition to the masterbrand. Multilaser also markets around 5,000 third-party products, including cell phones, toys, electric fans and skateboards. With around 4,000 employees, Multilaser operates two plants — one in the city of Manaus in northern Brazil and a second in Extrema, Minas Gerais in southeastern Brazil. Multilaser has about 40,000 sales locations across the country through its retail partnerships. And it operates its own store in São Paulo where it sells directly to the public. Multilaser takes great pride in its excellent reputation among consumers and it has won numerous awards. “We are noted for serving our clients in the best possible way, resolving their problem rapidly. The quality service level, the capacity of our attendants and the tools we use to support this strategy are for us an important business differential,” said Mauro Bentes, CIO of Multilaser. Rapidly shifting to remote work With growth of 60% in 2020, Multilaser recorded a record 1.4 million calls in its contact center — increasing the number of agents from 150 to 250. And it needed to rapidly shift from a physical address in São Paulo to 100% remote work due to the COVID-19 pandemic. The consumer service, which was 50% voice, suffered the impact of the change because of a legacy on-premises telephony system. To interact with customers during the pandemic, Multilaser needed a cloud solution that could rapidly scale to support its growth while allowing the company to transform its architecture. Leonardo Castilho, Head of eCommerce, After-Sales and Digital Marketing for Multilaser, describes the voice channel as extremely important in Brazil. In various places, distant from the regional capitals, many people still use public phones as their communication instrument, while Brazilian legislation for call centers requires the company to operate a toll-free phone number for its customers. Migrating to the cloud Multilaser spent three months reviewing Genesys technology. During this time, its telephone service was somewhat impaired, leading the company to emphasize other channels like WhatsApp and chat. After choosing the Genesys Cloud platform — enabling voice, chat and email — the migration took a week. “We looked at Genesys not only from the technology point of view, but also in terms of business processes. Following our model — which is to innovate, always taking into account the business strategies — we went in search of a robust and scalable tool, but which particularly had characteristics that allowed customization, that is to say, that met our needs in layers of integration,” said Bentes. For Bentes, it’s clear that a cloud structure offers more stability, scalability and security. But Multilaser also relies on the microservices that Genesys delivers locally, which allows the manufacturer to integrate the platform with internal IT tools. Taking the contact center to a new level Today, the Multilaser IT team is restructuring legacy in-house systems. So the company wanted the Genesys platform to not only allow for remote working but also seamlessly connect customer service across channels. For Castilho, “the great goal of the project was to raise the Multilaser contact center environment and employee experience to a new level.” To support quality management — ensuring all contact center interactions are handled with speed, efficiency, and the highest quality — Multilaser counts on Genesys Workforce Engagement Management. This solution allows it to carry out satisfaction surveys, which point out where to improve services; it also enables consistent workforce management. For example, it powers forecasting and scheduling — and shows past and real-time agent performance. Castilho said that WEM replaced the Excel spreadsheets previously used to evaluate attendants, adding that the coaching module allows a manager to easily schedule training and feedback sessions — right through the Genesys system where they can discuss recorded calls with an agent. This gives agents the tools they need to improve performance and reach goals. In the future, Castilho plans to explore other capabilities included in the Genesys Cloud platform, such as gamification and speech analytics, as well as new development and feedback modules. These features help keep employees engaged, so they can deliver a better customer experience, and also assist with onboarding and training of agents. Integrating service channels with the CRM system WhatsApp conversations, used heavily at the start of the pandemic as Multilaser shifted to remote working, now account for 50% of its customer interactions. Voice accounts for 30% and chat and email take up the remaining 20%. Multilaser expects the Genesys integration with WhatsApp to produce major productivity gains for its contact center. The solution will empower agents to contact customers across all channels with a single view. When completed, this integration will also simplify training; agents will need to know only one system — and this will elevate the customer experience. And to further simplify agents’ day-to-day tasks, the Multilaser IT team is developing a CRM system that will be integrated to the Genesys platform in 2022. “Reducing screens and facilitating the navigability between them will empower the agent to easily get more information, more quickly. This will improve not only their experience but also that of the customer,” concluded Castilho. “In the end, what we want is to make the experience of our consumer the best one possible.”

15% reductionin AHTGreater serviceflexibility, reliability and scalabilitySingle viewfor all customer interactionsFasterresponse timesImprovedcustomer satisfactionTwo legacy systemsretiredNarayana Health Group is one of India’s leading healthcare providers. It operates a network of 18 hospitals and three heart centers across India, along with an overseas presence in the Cayman Islands. On top of delivering high-quality, affordable healthcare services, Narayana Health aspires to transition from conventional healthcare practices to a more comprehensive patient-centric approach. Today, Narayana Health serves over 4.2 million patients annually. While commendable, this influx proved challenging because the healthcare provider had to manage a network of diverse partners operating on various systems. This made the journey to support the ever-evolving capacity and scalability needs more challenging. To overcome this challenge, Narayana Health partnered with Tata Communications and embarked on a transformative journey to consolidate its contact center systems, reduce technical debt and lower costs with the unified modern cloud architecture and open platform capabilities of Genesys Cloud. “In our pursuit of bringing healthcare to the masses, we recognize that technology is the key to bridging gaps and optimizing capital investment,” said Kumar KV, Group Chief Information Officer of Narayana Health. “With partners like Genesys and Salesforce integrated into our ecosystem, we are here to create change and deliver high-quality care at affordable prices.” Leveraging the cloud for agility and flexibility One of the healthcare provider’s biggest challenges with its previous on-premises solution was the lack of visibility into partner system activity and issues, which led to tedious communication for troubleshooting during downtimes. “We made the strategic decision to partner with Genesys over other vendors,” said Kumar. “This choice was driven by its industry-leading reputation, comprehensive feature set and proven track record. Genesys Cloud stood out for its ability to meet our specific requirements and deliver a unified solution.” Being easy to manage with minimal IT resources, the cloud platform enabled Narayana Health to swiftly implement system changes. This included managing fluctuating call volumes in healthcare, which is a delicate balance. “While it’s convenient to guide patients through automated options, during peak times patients don’t want to wait,” said Kumar. “Deactivating the IVR during high call volumes offers every patient the opportunity to connect with an agent promptly.” In prioritizing flexibility, Narayana Health places patients first, connecting them with care whenever needed. This makes healthcare more accessible and improves lives. Enhancing data visibility and driving performance improvements Previously, data navigation across disparate systems proved challenging and time-consuming. These intricacies further arose in collating information from various vendors, each presenting data in different formats, which resulted in inconsistencies. Implementing the Genesys Cloud platform has played a pivotal role in breaking down work silos — enabling greater alignment between the requirements of the contact center and staff scheduling. “Genesys has provided us with a unified platform that offers transparent insights into critical data points,” said Prabakharan Krishnan, Head of Contact Center of Narayana Health. “This transformation has significantly improved our understanding of agent performance, enabling us to identify and address areas for enhancement. “For example, with Genesys we can easily identify call trends by region, allowing us to allocate resources more efficiently. If certain zones consistently experience longer call durations, we analyze the data to uncover the reasons and implement targeted strategies to improve performance in those areas.” The move to Genesys Cloud has showed promising results so far. While continuing to fine-tune the platform, the Narayana Health team has seen average handle times decrease by approximately 15%. Enabling a seamless and sustainable patient experience Delivering a seamless patient experience is a central priority for Narayana Health. “Patient experience is our paramount focus, from pre-visit interactions to post-visit follow-ups,” said Kumar. “We seamlessly bridge the virtual and physical realms, ensuring smooth navigation at every stage. This is made possible through the Genesys Cloud single no-code orchestration toolset, API-first open platform and prebuilt connectors that integrate with our CRM system seamlessly.” Now, agents can effortlessly access contextual information through a single log-in solution. This eliminates the cumbersome task of navigating multiple systems, empowering agents to respond promptly to queries and deliver personalized services. “Every patient tells a unique story, and understanding their needs before they even walk through our doors is the cornerstone of exceptional care,” said Ashish Bajaj, Chief Marketing Officer of Narayana Health. “With a unified experience orchestration platform, we’re finally seeing the whole picture — allowing us to anticipate needs, personalize treatment and provide the holistic support our patients deserve.” Beyond enhancing workflow and patient care, the cloud-based technology also helps Narayana achieve its sustainability goals of minimizing energy consumption and paper waste. Future possibilities for expanded growth include chatbots that aim to connect patients to care coordinators who assist with complex queries and specialized services. From consolidating all interactions into a single view to orchestrating seamless end-to-end patient journeys, the success of Genesys Cloud empowers Narayana Health to deliver more memorable experiences in the long run.

10% improved occupancyempowering advocates to serve more survivors100% availabilitywith complete confidentiality>1.5min reductionin handle time with AI automationBetter work-life balancefor advocatesIT spends less timeon contact center managementEffective crisis intervention The National Domestic Violence Hotline (The Hotline) is a vital service: its mission is to answer the call to support and shift power back to those affected by relationship abuse — 24/7/365. Established in 1996 and headquartered in Austin, Texas, it is the only national 24-hour domestic violence hotline providing compassionate support, life-saving resources, and personalized safety planning via phone, online chat, and text. To date, The Hotline has answered more than 6 million calls, chats and texts. Services are provided in English and Spanish through bi-lingual advocates and in more than 200 other languages through the use of Language Line. The Hotline is a frontline resource for survivors, often the first source to validate that abuse is being experienced, and a trusted provider of resources, referrals and safety planning. Those core services are delivered through highly trained advocate staff, who provide high-quality, trauma-informed education, validation, and connection to services that empower victims and survivors to make life-changing decisions with dignity and respect. Previously delivered via phone, chat and SMS from a central contact center in Austin, these services ran on standalone on-premises solutions, including an aging Cisco infrastructure. This increased the risk of system failures and placed growing time demands on a lean internal IT team. Like many nonprofits, The Hotline seeks to maximize the reach of limited funding. “Because we are a nonprofit, we have to multitask and don’t have the luxury of a large team of IT specialist to manage our contact center,” said Marty Hand, VP of Technology for The Hotline. Effective crisis intervention The National Domestic Violence Hotline (The Hotline) is a vital service: its mission is to answer the call to support and shift power back to those affected by relationship abuse — 24/7/365. Established in 1996 and headquartered in Austin, Texas, it is the only national 24-hour domestic violence hotline providing compassionate support, life-saving resources and personalized safety planning via phone, online chat and text. To date, The Hotline has answered more than 6 million calls, chats and texts. Services are provided in English and Spanish through bilingual advocates and in more than 200 other languages through the Language Line. The Hotline is a frontline resource for survivors, often the first source to validate that abuse is being experienced, and a trusted provider of resources, referrals and safety planning. Those core services are delivered through highly trained advocate staff who provide high-quality, trauma-informed education, validation and connection to services that empower victims and survivors to make life-changing decisions with dignity and respect. Previously delivered via phone, chat and SMS from a central contact center in Austin, these services ran on standalone on-premises solutions, including an aging Cisco infrastructure. This increased the risk of system failures and placed growing time demands on a lean internal IT team. Like many nonprofits, The Hotline seeks to maximize the reach of limited funding. “Because we are a nonprofit, we have to multitask and don’t have the luxury of a large team of IT specialists to manage our contact center,” said Marty Hand, CTO for The Hotline. Making funding go further The Hotline is constantly looking for ways to innovate, expand and improve support. “We are always asking ourselves how we can leverage technology to better help survivors,” said Hand. “For instance, we are developing systems that would provide information on shelter availability, so our advocates can get help faster to those in need.” Also, The Hotline wants to innovate in the most cost-effective way so limited funding is used to maximize impact. “We’re acutely aware every dollar spent on IT is a precious investment given the increased need for support services for survivors,” said Hand. “So, consolidating on a single cloud platform was hugely attractive. Not only to reduce IT cost and effort, but also to transform through greater resourcing agility, system resilience and the ability to expand our services to neighboring cities and towns.” The Hotline considered six proposals before shortlisting three contact center providers to demo their solutions. “In our final evaluation, Genesys came to the top in pretty much every category,” said Hand. “Genesys Cloud offered the best interface, the most transparent pricing and the greatest options for integration. The last point was key as we wanted to escape the hassle of managing bolt-on solutions.” Zero margin for error Confidence in business continuity was another important factor. “Missing a contact because service platforms are down is simply not an option,” said Hand. “So, knowing our Genesys solution had built-in redundancy with Amazon Web Services was very reassuring. We get automatic failover without carrying the cost of running our own DR infrastructure. AWS was absolutely a factor in selecting Genesys Cloud.” Making funding go further The Hotline is constantly looking for ways to innovate, expand and improve support. “We are always asking ourselves how we can leverage technology to better help survivors,” said Hand. “For instance, we are developing systems that would provide information on shelter availability, so our advocates can get help faster to those in need.” Also, The Hotline wants to innovate in the most cost-effective way so limited funding is used to maximize impact. “We’re acutely aware every dollar spent on IT is a precious investment given the increased need for support services for survivors,” said Hand. “So, consolidating on a single cloud platform was hugely attractive. Not only to reduce IT cost and effort, but also to transform through greater resourcing agility, system resilience and the ability to expand our services to neighboring cities and towns.” The Hotline considered six proposals before shortlisting three contact center providers to demo their solutions. “In our final evaluation, Genesys came to the top in pretty much every category,” said Hand. “Genesys Cloud offered the best interface, the most transparent pricing and the greatest options for integration. The last point was key as we wanted to escape the hassle of managing bolt-on solutions.” Enlisting Genesys Professional Services to assist with the build process, The Hotline quickly switched from 100% on-premises technology to full cloud-enabled homeworking. “Against a 9% rise in contacts during the first COVID-19 lockdown, we mobilized all 160 home-based advocates with laptops in just three days and never lost a single call,” said Hand. “Now, it’s easier to cover demand and offer micro-shifts if they’re free for an hour or two.” The Hotline now employs 215 total staff — all working remotely. The Hotline took advantage of the Genesys AppFoundry® Marketplace, including the PureInsights tool for its flexibility to customize dashboards. “We provide the overall dashboard framework and real-time metrics that our advocates can adjust in the way that’s personally best for them,” said Hand. “PureInsights has also helped automate reporting, which is helpful for securing grants, influencing policy and legislation.” Keeping contacts safe External factors that add stress, financial strain and/or isolation can negatively affect survivors of domestic violence and further compromise their safety. The Hotline has been hearing regular reports from survivors that the COVID-19 pandemic is increasing the dangers they face, while limiting their sources of support. For many, digital options like chat and text were safer than phone. “The pandemic increased the need for 24/7 support, as well as the complexity in serving survivors safely,” added Hand. “Genesys helps us to meet these growing needs and expand the flexibility in how we engage with them.” The language used on the phone and in messages becomes paramount. The Hotline advocates receive specialized training to develop the skills needed to quickly build trust and recognize physical, emotional/verbal, sexual, digital or economic/financial abuse. All services are provided with the best practices of a trauma-informed model. Last year, webchat and SMS accounted for 43% and 9% of interactions, respectively. SMS was only available part of the year and is growing fast. Both digital channels have become essential for victims — especially younger individuals — as it can be safer for them to send a message via their mobile device than make a phone call. Selective, survivor-centric AI support The Hotline continues to make a real difference by connecting survivors to the right resources as quickly as possible. Set up internally without needing to hire developers, it implemented Genesys Digital Bot Flows (for digital bots) and Genesys Dialog Engine Bot Flows (for voicebots) to keep pace with a threefold increase in daily calls, chats and text. Now, survivors phoning in have the option of providing a voicebot with non-identifiable demographic data and the outcomes they want to get out of the conversation, taking care to use their words and language. That information is then presented on screen when the call is routed to help prepare the advocate. Similarly, a bot can identify if a person engaging via messaging is under 13 and request they call to speak with an advocate, or redirect them to appropriate child support. Genesys bots are able to recognize when a conversation has stalled. After a set time, they can automatically disconnect and remove the chat or SMS from the queue. This frees up capacity and protects the survivor if they get interrupted or are unable to continue the conversation. “We went from 92 advocates to 160 within two years and, with limited funding, we’re now using AI to make that capacity stretch even further,” said Hand. “Removing the need for our advocates to ask initial questions provides a better experience. AI has also reduced average call time by over a minute, so we’re able to help more survivors.” Innovating for hope and positive change The Hotline is always innovating. Aside from plans to develop a fast-search tool for identifying shelter availability, it is also increasing abuse awareness among high school students by integrating partner training materials and apps. AI is enabling The Hotline to serve a wider audience by selectively guiding those people who aren’t in crisis but are looking for preventative support or specific resources such as legal advice, shelter details and child counseling. “The time taken for us to answer one million contacts is getting shorter and shorter,” concluded Hand. “It took seven-and-a-half years to answer our first million calls and just two-and-a-half years to answer the next million.”

3X increasein Net Promoter Score80% of inquiriesanswered in optimal response times20% decreasein call abandonment rateThe importance of an efficient customer experience Faced with the challenge of managing more than 1.6 million customers and ensuring an effective and unified user experience, the Mexican division of Naturgy, a leader in natural gas distribution and electricity generation, has transformed its operations to provide faster, more efficient, and higher-quality service. As a provider of essential services, Naturgy understands that uninterrupted energy availability is vital for its customers. In a highly competitive market with strict safety regulations, the company faces the constant need to respond quickly to user inquiries and issues. Since implementing the Genesys Cloud CX® solution, Naturgy has significantly improved its customer service. “Improving the customer experience is one of our priorities; a good experience builds lasting relationships,” said Diana Garcia, Director of Commercial Strategy and Transformation at Naturgy. “Satisfied customers are more likely to recommend the brand. Retaining an existing customer is much more profitable than acquiring a new one.” Before implementing Genesys, Naturgy faced customer experience challenges in Mexico. Like other energy providers, the company dealt with inefficient integration across its various support and customer service channels. These systems didn’t provide a unified view of customer data, making it difficult to monitor interactions. Additionally, call center reports were not accessible in real time, delaying decision-making. The use of multiple platforms (such as Avaya and Inconcert) and BPOs led to limited integration, making operational management and data tracking a constant challenge. This directly impacted service quality, the customer experience, and low first-contact resolution. A comprehensive solution In search of a new platform to overcome these limitations, Naturgy found Genesys to be the ideal tool to transform its main customer service channel: the call center. “Genesys allowed us to have real-time visibility into all our customer interactions, giving us total control over data and the ability to improve our service operations,” said Garcia. Thanks to integration with Salesforce and its ability to unify other communication channels — such as calls, web messaging and emails — Genesys helped optimize response times and enabled greater personalization in customer service. Results that exceed expectations The Genesys Cloud implementation enabled Naturgy to meet and even surpass its operational goals. In just six weeks, and with the help of its implementation partner Crossnet, the migration from Avaya was successfully completed. As a result, Naturgy has achieved: A significant improvement in the phone channel NPS, from 21% to 60% 80% of inquiries answered within optimal response times Call abandonment rate reduced from nearly 25% to 5% Additionally, the company is progressing with the integration of technologies such as natural language processing and chatbots, aiming to improve efficiency and promote customer self-service. Naturgy is proactively anticipating customer needs by implementing channels like WhatsApp, click-to-call and click-to-chat. In a country prone to natural disasters such as earthquakes, the ability to operate without interruptions is critical. For this reason, Naturgy values the agility that the Genesys platform provides in emergencies. At the same time, Naturgy remains focused on optimizing its customer service by ensuring high-quality support and maximizing resources. Customer experience is a top priority for Naturgy Mexico, as a positive experience not only ensures customer satisfaction and loyalty but also provides a competitive edge in the market.With the technological improvements and ongoing innovation that Genesys has provided, Naturgy has successfully achieved and exceeded its goals, delivering more efficient and continuous customer service. To learn more about the solutions featured in this case study, visit www.genesys.com.

Increasedcustomer satisfactionHigherprocess efficiencyReducedcall handle time in six weeksEnhanced visibilityinto knowledge base gapsFormerly known as the Royal Bank of Scotland, NatWest Group serves 1.8 million consumers and over 110,000 business customers who visit the company’s knowledge base 2.5 million times per month. Over 30,000 customer service agents are needed to answer the 650,000 to 700,000 questions they receive per month. Challenge Before turning to the Genesys DX solution, NatWest Group used an entirely manual process to field a huge amount of customer inquiries. And any data from these interactions was captured in an Excel file. If an agent didn’t know the answer to a question, they’d have to stop their workflow to speak to a team manager, and then return to the customer with an answer. This time on hold frustrated customers and translated into increased customer support costs for the company. NatWest Group needed an intelligent knowledge management platform to help contact center agents resolve customer issues more efficiently. The company’s top strategic goals were: Focus on digital-first engagement Reduce customer complaints Solution NatWest Group chose the Genesys DX solution to power their knowledge base because it instantly gives agents contextual information about the customer and presents relevant solutions to agents on the spot. Agents no longer have to remember answers to every question or place customers on hold to seek more information. NatWest Group first implemented the solution in a sandbox testing environment to see how it would work, and to build a critical mass of content to use in the real world. The company used the platform’s labeling feature — a simple and straightforward way to organize content in the knowledge base. Using the labeling tool freed up time for management so they could focus on optimizing the type of content the company was creating. Simon Johnson, Head of the Digital Customer Experience at NatWest Group, lauded the quick implementation time of Genesys DX: “You don’t need technical folks with coding experience to drive and support the product — a big plus compared to what we were using with Oracle and IBM previously.” Results Since implementing Genesys DX, the platform has made many NatWest Group processes more efficient, ultimately increasing customer satisfaction. Contact forms are starting to be assigned and used by both product and marketing teams, which previously acted in silos. The Voices Dashboard aggregates customer feedback and clearly displays where the company needs to add content to the knowledge base. Now, agents resolve issues faster and can focus on high-value areas of the customer experience. And implementation was much quicker and easier than expected. A prior system had taken nine months to set up, but with Genesys DX, NatWest Group was up and running — and seeing reduced call handle time — in merely six weeks. Because of the success achieved with the desktop deployment, NatWest Group also rolled out a Genesys DX self-service chatbot on its mobile application. This reduced the load on agents and fed information back into their knowledge base, making the system smarter and more impactful.

6X fastertime-to-implementation83% reductionin IT tickets40 sitescentralized on one platform66% contact center growthabsorbed with same IT headcount5 minutes to create schedules,compared to hours beforeGreater employee engagementwith gamification toolsHealthier futures for people and the planet Nestlé constantly pushes the boundaries of food, drink and nutritional health possibilities. Employing around 270,000 people, it is the world’s largest food and beverage company with over 2,000 brands sold in 188 countries. Those different Nestlé brands and the internal shared services are supported globally by some 40 contact centers. With a deepening focus on sustainability, greener business practices and achieving net zero, Nestlé aims to halve its carbon footprint by 2030. “As part of the Nestlé IT Journey to Cloud program, our challenge and strategy was to significantly reduce IT infrastructure and data centers by moving from on-prem to cloud,” said Felipe Kitano, Platform Manager Contact Center at Nestlé. “Thereby, reducing legacy vendors and technology stacks, while at the same time improving both the customer and employee experience.” Fitting market and user requirements Seeking to replace Cisco and Anywhere365 on-premises products and unify its contact center operations on one cloud platform, Nestlé conducted a thorough tender process. The Genesys Cloud™ platform was declared the best fit, primarily on its ability to connect all Nestlé markets without architectural challenges or IT complexity. “Genesys gave us everything: future-proofed global cloud migration easily adapted for local country telephony regulations and restrictions, with guaranteed service levels and user experience whether our users work in the office or at home,” said Kitano. Built on secure Amazon Web Services, Genesys Cloud positively affects environmental, social and governance performance — enabling Nestlé to reduce its on-premises infrastructure and server footprint, while taking advantage of green data centers operating on renewable energy sources. Single screen journey management The new solution was initially rolled out to 24 contact centers with a further new 16 onboarded shortly after. Integrated with Salesforce in some markets, Genesys Cloud currently supports over 600 users delivering a variety of Nestlé shared services including HR, IT, finance, customer service and other core business functions. In an average week, agents manage around 26,000 inbound and outbound contacts with optimal efficiency and care — managing customer journeys from one screen with CRM data at their fingertips. “We’re able to create interaction codes and target warm customers with offers much more efficiently without constant screen jumping and duplicated data entry,” said Diane Danielson, Customer Solutions Manager, Nestlé North America. Superior CX stability and agility Importantly, contact center workers no longer suffer downtime or disruption. “The first benefit we noticed was stability and significantly fewer incidents, resulting in an 83% reduction in IT tickets,” said Kelly Dias, Contact Center Product Owner at Nestlé. “Another substantial change was CX agility. Now, with Genesys, it only takes a maximum of one month to launch a new contact center, compared to six months before. And we receive new feature releases every week.” Aided by the platform’s streamlined simplicity and governance, the company’s IT team has absorbed extra responsibilities and workloads — going from 24 to 40 contact centers without increasing headcount. Maximizing human talent and resources with AI Next, Nestlé took full advantage of the automation and AI-powered capabilities offered by Genesys Cloud Workforce Engagement Management (WEM). In the process, it eliminated manual spreadsheet work, along with the burden and expense of maintaining bolt-on Calabrio quality assurance and Cisco reporting systems. Genesys Professional Services helped facilitate over 30 training workshops, sharing tips and learning gained from other WEM customers. “With WEM, we have an all-in-one tool that does so much more,” said Florean Serrano, Operations Lead at Nestlé. “The ‘wow’ factor came especially from speech and text analytics, which we use for topic spotting and sentiment analysis to understand and act on employee pain points, for example.”  Likewise, automated quality management tools enable supervisors to evaluate a much wider selection of calls, as opposed to manually cherry-picking samples previously. “Manually prepared forecasts and schedules that used to take several hours to produce are now available within five minutes and a few clicks, thanks to Genesys Cloud AI and Microsoft Power BI,” added Serrano. Gamification is another recent innovation. The introduction of leaderboards linked to KPIs, again through Microsoft Power BI apps, has injected fun and healthy competition among contact center teams. With the ability to turn on new capabilities at will, Nestlé is planning the next stage of its digital and AI strategy, along with IT efficiency improvements taking advantage of out-of-the-box Genesys and ServiceNow integration. To learn more about the solutions featured in this case study, visit www.genesys.com.

50% fasteragent competency50-second reductionin average handle time30-second reductionin hold time and after-call work Putting customers first Award-winning service, a commitment to supporting communities and competitive rates make Newcastle Greater Mutual Group (NGMG) the bank of choice for more than 600,000 Australians. NGMG is one of the country’s largest customer-owned institutions, built from the merged brands of Greater Bank and Newcastle Permanent. The personalized customer experience (CX) that NGMG provides is another key differentiator and critical success factor. “We have quite a traditional customer base and their expectations have never been higher,” said Don Tribe, Head of Customer Operations at NGMG. “We want them to feel we know them and understand their banking history and needs. And to make their transactions as easy as possible.” To achieve that vision, NGMG has standardized and unified its customer service operations on Genesys Cloud, powered by AWS. “Post-merger it made sense to consolidate technology, making it easier to adopt new solutions and features in the future,” added Tribe. “The Genesys brand is globally renowned and an industry leader. So, we’re able to select the right kind of products and services that suit our business and are easy to integrate into our current systems.” Unifying multiple sites, this omnichannel approach brings together branch and contact center telephony, webchat, email and mobile banking conversations on one single platform and user workspace. This, in turn, enables NGMG employees to add value and serve customers more efficiently. Laser-guided gen AI support Innovating service with generative AI is an equally important strategic pillar. Operated from within the Genesys Cloud desktop, Agent Copilot empowers NGMG teams with AI-driven guidance during and after customer interactions. Automating manual tasks and making it easier to find answers, it increases employee productivity — and leaves customers feeling they’ve received highly efficient service tailored to their exact needs. In addition, Agent Copilot significantly reduces the cognitive load on agents working in increasingly difficult and time-constrained situations. “Looking after other people’s money is a job we take very seriously and there are a number of procedures agents have to comply with,” said John Connolly, Head of Customer Contact Center at NGMG. Now, with Agent Copilot, those conversations are efficiently guided by tailored scripts, fast answers, relevant knowledge articles and suggested next-best actions based on factors such as the customer’s history, sentiment and preferences. There’s no more searching and memorizing information or note-taking distractions, leaving more time to personalize service and delight customers. At the end of each interaction, Agent Copilot suggests wrap-up codes and — via the auto summarization feature — creates a transcript of the conversation for agents to edit. These summaries can be forwarded to the customer to show understanding and action. “Auto summarization is a fantastic tool,” said Kristy Ingall, Manager Customer Operations at NGMG. “It allows us to quickly pick up with customers where we left off — resolving more of their inquiries first time and making sure they leave with a great outcome.” Wide-ranging benefits Genesys Cloud Agent Copilot provides NGMG with new ways to drive further improvements in key performance indicators such as AHT, first-contact resolution, call abandonment rates, customer satisfaction, Net Promoter Score and more — all of which provides a superior customer experience. “We’ve seen a 45- to 50-second decrease in handle time, equating to savings of around two FTE, along with 30-second reductions in hold time and after-call work,” said Tribe. “And we’ve halved the time it takes for our newly inducted staff to be confident in the role. That’s all primarily attributable to Agent Copilot.” Moreover, within a banking setting that used to rely on dense manuals and mechanical workflows, one of the most noticeable changes has been greater employee engagement. “Contact centers are notorious for having frequent attrition,” said Ingall. “So, maintaining that employee experience is vitally important to us. Through Agent Copilot, and the implementation of AI more broadly, we’ve been able to reduce that complexity for our people.” Building on this success, NGMG is evaluating further Genesys Cloud AI capabilities, including automated quality assurance, sentiment analysis and knowledge management with the introduction of Genesys Cloud Agent Copilot. “Every single time we talk with a customer is an opportunity to wow them with something they didn’t know or have before,” concluded Connoly. “And Genesys Cloud has enabled us to do just that.” To learn more about the solutions featured in this case study, visit www.genesys.com.

15% increasein FCR 10% boost in customer satisfaction Reducedwait timeImproved agent operationswith remote workingReduced handle timewith timely routing to best agent Increased agility with an open architecture As a technology advisor and managed services provider, Nexon Asia Pacific helps clients run their businesses better, acting as an integral part of the IT team. Nexon takes the steps needed to transform an organization — from networking to unified communications to desktop support — enabling sustainable growth and pathways for innovation. Headquartered in Sydney, with offices in Newcastle, Melbourne, Brisbane and the Gold Coast, the company has over 400 employees and manages its own contact center for midmarket and enterprise organizations. Nexon wanted to upgrade its contact center infrastructure to an agile cloud platform that could support new functionality, consolidate back-end systems and underpin business expansion. The business had outgrown its on-premises contact center solution after five years and decided to leverage the benefits of Genesys Cloud to support continued growth. “We needed an intelligent cloud-based platform that could quickly adapt to new business requirements on the fly, rather than taking days to modify existing flows,” said Steven Zhu, Product Lead at Nexon. “Along with that agility, we also needed visibility into a rich dataset with the ability to easily present a customer journey, including all the key metrics across different queues and different business units.” “Crucial to this was moving from a monolithic legacy architecture to the agile microservices-based Genesys solution, which can easily adapt and scale,” said Malcolm Green, Senior Contact Center Engineer at Nexon. “The Genesys open architecture and ease at which we can build and deploy scripting and IVR flows allows us to very rapidly deploy new functionality for new customers when they come on board,” added Green. “This modern architecture also supported a better user experience across the organization with managing client needs.” Happier customers through improved FCR Nexon uses its HelpDesk Happiness Model to measure and analyze customer experience from end to end. It improved customer satisfaction by implementing a closed-loop customer feedback process with Genesys Cloud. And, because Nexon knows FCR is one of the most critical metrics for any contact center, it embraced the Genesys Cloud platform to empower agents with more information. This, ultimately, improved real-time visibility and lifted FCR rates. “First-call resolution is one of the key things we strive for, so we need to have all critical information coming in so that our front-line team can immediately see what’s happening and quickly resolve issues,” said Green. Now the service desk can triage an issue and then redirect or transfer the caller to the person best suited to answer their question. “Before the introduction of Genesys, it was a cumbersome process,” said Zhu. “Nexon can now focus its efforts to ensure every customer touchpoint and every transaction has a good outcome. Since the implementation of Genesys Cloud contact center software, we can now make the customer experience effortless by significantly improving FCR, call abandonment rates and customer satisfaction.” Customer experience and happiness are at the core of Nexon services. With Genesys Cloud, the company can satisfy more of its managed service customers, measure agent efficiency and track overall performance. Extended support for remote agents Nexon Asia Pacific also can support remote agents now. “Genesys Cloud supports granting agents the capability to work from home, or any locations they prefer, which brings huge value to our business,” said Zhu. “It’s an important part of the solution because we are confident we can continue to offer great support to customers even if there are disruptions to normal contact center operations.” Supporting remote workers was difficult under the legacy contact center platform. Traditionally, its core contact center was in Sydney. Now, the company has the flexibility to call on agents wherever they’re needed, said Bruce Knox, Unified Communications Business Lead at Nexon. “Previously, there were always so many moving parts for supporting remote agents, including spinning up a VPN connection or using VDI, navigating firewalls and routing the voice,” said Knox. “With Genesys, it’s as simple as ‘Here’s a browser, here’s a headset, you’re ready to get to work.’” Streamlined operations and efficiencies in cloud To meet future challenges, Nexon consolidated solutions with Genesys Cloud and retired legacy systems. This allows the company to streamline operations and improve efficiencies — especially as it grows. “Due to our strategic growth plans, we are adding different business units and different departments into our organization,” said Zhu. “The Genesys support for distributed contact center solutions allows each department or each brand to have their own flows and have their own structures to maintain the customer service, helping us gradually migrate and consolidate those businesses into Nexon groups.” As part of this, Nexon Service Desk now consolidates customer email communications into one system and interface. Just as it does with calls and chats, this unified approach helps them get more value out of email interactions. As part of this, Nexon Service Desk now consolidates customer email communications into one system and interface. Just as it does with calls and chats, this unified approach helps them get more value out of email interactions. “The decision to move from the previous web chat solution was to integrate channels and ensure rich insights across all customer interactions to deliver a better customer experience,” said Knox. “We were not just able to get more of a reliable and fast-moving product evolution by choosing Genesys, we were also able to remove a range of redundant platforms,” concluded Knox. “Managing one solution from Genesys allows us to look to the future with confidence.” Next steps Nexon is a Genesys partner that understands the importance of delivering a better customer experience. By enhancing productivity and reporting across channels, it can provide custom contact center solutions that meet business outcomes for its customers in the social sector as well as financial and professional services.

Over 75,000 discrete questionsand native slang handled by chatbots300,000 customersonboarded in first year95% utilizationof digital channels for journeysReaching out to the hyperconnected For seven decades, Banco Bradesco has been at the forefront of innovation, riding market transitions and continually re-inventing the customer experience. Its latest innovation is Next, a unique digital bank created for 18- to 35-year old customers who want options to self-serve and engage using mobile devices. It wants to fit banking around hyperconnected Brazilians’ busy lifestyles — not the other way around. “A person doesn’t wake up in the morning with the desire to ask for credit,” said Eder Gonzaga, Head of Customer Experience and Artificial Intelligence at Bradesco Next. “They want to acquire something or go on a trip. So, we asked how Next could be made part of their daily lives.” Reaching out to the hyperconnected For seven decades, Banco Bradesco has been at the forefront of innovation, riding market transitions and continually reinventing the customer experience. Its latest innovation is Next, a unique digital bank created for 18- to 35-year-old customers who want options to self-serve and engage using mobile devices. It wants to fit banking around the hyperconnected lifestyles of busy Brazilians — not the other way around. “A person doesn’t wake up in the morning with the desire to ask for credit,” said Eder Gonzaga, Head of Customer Experience and Artificial Intelligence at Bradesco Next. “They want to acquire something or go on a trip. So, we asked how Next could be made part of their daily lives.” Reducing customer and agent effort Guided by in-depth research studies and support from digital anthropologists, the company discarded standard bank product design and decided to make every customer journey 100% digital — from account opening to ongoing engagement. The bank reached out to Genesys for self-service journeys, powered by blended AI and natural speech recognition. Installed on site and integrated with IBM Watson AI software, the Genesys Engage on-premises solution orchestrates every call, email, chat or WhatsApp message. The customer’s first point of contact is Bia, the Next virtual assistant. “The Genesys solution is excellent and marries up perfectly with our vision,” said Gonzaga. “With 85% of all inquiries handled by AI, we’re able to lower customer effort and get greater productivity by joining up previous transactions, regardless of which channel the customer used.” Teaching a machine to speak the millennial language The project was a significant undertaking. Twelve months were spent teaching the solution native Brazilian slang to humanize natural language processing. “In creating Bia, our female virtual assistant, we had to build a totally different knowledge base and a more easygoing dialect recognizable by millennials,” said Gonzaga. “We beat our target and delivered early, thanks to a massive team effort.” That investment has opened the door to a brand new market. Within a year of its launch, Next acquired 300,000 clients — 86% of whom had not previously engaged with Bradesco. Reducing customer and agent effort Guided by in-depth research studies and support from digital anthropologists, the company discarded standard bank product design and decided to make every customer journey 100% digital — from account opening to ongoing engagement. The bank reached out to Genesys for self-service journeys, powered by blended artificial intelligence (AI) and natural speech recognition. Installed on site and integrated with IBM Watson AI software, the Genesys® PureEngage™ application orchestrates every call, email, chat or WhatsApp message. The customer’s first point of contact is Bia, the Next virtual assistant. “The Genesys solution is excellent and marries up perfectly with our vision,” said Gonzaga. “With 85% of all inquiries handled by AI, we’re able to lower customer effort and get greater productivity by joining up previous transactions, regardless of which channel the customer used.” Digital experience delivers immediately Today Next operates as a full-fledged digital bank. Without any physical branches to visit, around 95% of its customers use chat. The remainder of customers opt to call or to communicate over email. Currently, Bia is programmed to answer over 75,000 discrete questions. Most interactions are successfully handled without the need to speak with a human agent. “We find clients don’t mind dealing with a person or machine — they just want their query resolved straightaway,” said Gonzaga. Innovation doesn’t just end with technology. As a reward for their loyalty, customers also enjoy treats from Next partners, like free taxi rides and cinema tickets. “We’re always looking for new partnerships so that, in time, we’ll become part of the customer’s daily life, helping them plan new journeys,” concluded Gonzaga.

Ranked No. 1for C-MeX5-8.5% risein customer satisfaction50% decreasein average speed of answer (ASA)10% reductionin average handle time (AHT)89% decreasein call transfers20X increasein SMS capabilitiesAttaining industry leadership Northumbrian Water Limited (NWL) operates in the northeast of England, where it’s known as Northumbrian Water, and in the southeast of England, where it’s known as Essex and Suffolk Water. With a workforce nearly 3,000 strong, NWL serves about 4.4 million customers — supplying more than 290 million gallons of water a day. It also manages sewage services while addressing serious environmental issues like leakage reduction, public health, and the cleanliness of rivers and other waterways. Aiming to become the UK’s leading water company, NWL is passionate about service and putting customers first. It’s monitored by the regulator Ofwat, which measures its own unique version of customer experience, “customer measure of experience” (C-MeX) that offers a valuable source of income and reputational benefits. Integral to the success of NWL are an experienced pool of advisors working from home and onsite at billing and operational contact centers in Durham, Lowestoft, Washington and Hanningfield. Clear transformational vision NWL has come a long way in a short time. Trying to build relationships was difficult with customers only tending to get in touch for one-off events like water leaks, billing disputes, bereavements or house moves. “Service mostly took place over the phone,” said David Halliday, IS Product Manager at NWL. “Every March we’d see call volumes spike by as much as 30% from our unmetered customers querying their estimated bills. However, we had no way of deflecting calls through digital channels. Instead, we were forced to spend time and money managing disparate on-premises systems, leaving no headroom for innovation.” Working closely with its trusted partner, Connect, NWL set about transforming its experience and moving to the cloud. “We wanted new channels like WhatsApp, Facebook and digital assistants, making it easier for customers to get the help they needed,” added Halliday. “Consolidating on a single cloud platform also removed significant risk and expense.” Connecting to the cloud Already familiar with its existing Genesys Engage™ on-premises solution, NWL saw several advantages in evolving to the Genesys Cloud platform. As well as being easy to use, it was ideal for remote working and quick to deploy out of the box. “Other solutions we looked at required more building on our end,” said Halliday. “We saw Genesys Cloud as a market leader and a platform that we could innovate on. It’s also intuitive and easy for our teams to learn.” “R&D was an important factor, and we could see there was a strong product development roadmap with weekly releases,” added Judith Rutherford, IS Vendor Manager at NWL. “Now, through the Genesys portal we get to feed ideas and watch them come to fruition. And, through flexible licensing, we were able to extend benefits to other parts of the business.” Implemented by Connect specialists, the entire cloud platform was live within six months — the same amount of time it took NWL to integrate a single chat solution with its previous infrastructure. The cutover from Genesys Engage to Genesys Cloud took about an hour and went smoothly with no impact to customers. “Connect have highly skilled experts who understand our business and know the Genesys platform inside-out,” added Halliday. “With such a dispersed workforce, we focused heavily on change management, supported by a massive company-wide communications and training exercise.” Flowing toward the future NWL has elevated its customer and employee experience through new digital channels and automation. “Our senior leadership team trusted us to get the basics right and then innovate quickly using an agile, iterative approach,” said Halliday. “The benefits from those service improvements have contributed to NWL earning the top spot in the latest Ofwat C-MeX scores.” Genesys supports 600 users, not just working in the company’s contact and operational centers, but also across business functions such as billing, IT and other back-office teams. A simple example is sending customers an SMS message to schedule a meter installation visit. “SMS messaging has significantly improved response rates,” added Halliday. “It’s also more convenient for the customer and a more efficient way to work, compared to repeatedly placing calls that might go unanswered. As a result, we’re now able to complete more appointment bookings through reduced appointment handling.” NWL seamlessly blends calls and texts with Genesys Web Messaging, Facebook Messenger and WhatsApp conversations, guided by real-time data and knowledge articles automatically surfaced by the system. The move toward digital channels has also helped the NWL team work more efficiently and reduce costs. Genesys chatbots now help triage customers to the right agent, which has reduced touchpoints and customer effort. “Within two weeks, we saw an 89% fall in the transfer rate after and a six-point rise in customer satisfaction,” added Halliday. In less than six months, NWL completely overhauled Facebook Messenger, WhatsApp and web messaging with chatbots skillfully steering customers to the right agent the first time to discuss issues like leaks, billing queries, bereavements and house moves. “Before, we had to manually triage and push every interaction to the right queue,” said Halliday. “And the advisor would go back and forth asking the customer to confirm information. We’re now able to help customers so much faster. And, by providing knowledge articles at the point of contact, encourage use of our self-service channels.” Cross-channel improvements Managing email using Genesys Cloud means advisors don’t have to constantly remember to check Outlook accounts for time-critical requests. “Some emails, like alerts to potential water pollution incidents, require a two-hour response,” said Rutherford. “We’re now able to manage that risk more effectively by routing high-priority emails straight to an advisor, or to our 24-hour operations center at night.” In addition, NWL will shortly be launching email campaigns to start fresh conversations with customers who have unlisted mobile numbers. Outbound messaging campaigns are more efficient as well. With its previous SMS solution, NWL was limited to sending 300 text messages per minute. “If we had to alert 20,000 properties of a flood or water supply outage, it could take over an hour, while advisors continued receiving calls from worried customers,” added Rutherford. “Now, we can send 6,000 texts per minute, bringing overall response time down to just over three minutes.” Other results include a halving of ASA and a 10% reduction in AHT across digital channels. Key data, such as ASA for social channels that used to be buried in spreadsheets, is instantly available. NWL also has better uptime than it did with its on-premises solution. Fun in the forecast The difference since upgrading to Genesys Workforce Engagement Management has been noticeable as well. Quality evaluations align more closely with coaching and development plans. In addition, it’s much easier to activate and de-activate skills when assigning agents to voice and digital queues. No longer tied to standard templates, managers simply tick filters to customize reports and drill deep into information such as adherence data, which never existed before. “Other systems could take 20 minutes to generate a forecast, whereas Genesys artificial intelligence-driven forecasting is very quick,” said Steven Johnson, Workforce Optimization Manager at NWL. “Similarly, it’s eliminated the need to constantly export data into spreadsheets.” With policy-based automation, all calls are recorded and screened to identify topics using speech and text analytics. “Using keyword searches, we’re able to identify potentially vulnerable customers who might not be registered for priority services, or situations that require more understanding if discussing issues like credit score ratings,” said Johnson. Meanwhile, gamification helps to keep advisors motivated and engaged. “We’re trialing gamification at present and, although it’s still early days, introducing leaderboards and medal tables certainly makes work more interesting and fun,” added Johnson. Cascading innovation One of the biggest wins for NWL has been the shift of managing a cloud-based platform rather than an on-premises solution. “We’ve seen a reduction in internal support and just working to keep the lights on,” said Halliday. “On our calls with Connect, we talk more about new capabilities coming instead of support tickets.” NWL is working on several new initiatives. It plans to fully deploy Genesys quality management and leverage Agent Assist to reduce aftercall work through automatic call summarization powered by Genesys AI. “The water sector is very risk-averse, and rightly so in some key areas, but there are other parts of our business where we’re learning to take more risks through trying new approaches,” concluded Nigel Watson, CIO at NWL. “We’ll analyze what went well, what didn’t go well, and constantly improve and innovate. This approach helps us progress and has delivered great results.”

Maximum uptimeassured for helpline servicesImproved accessto counselors and supervisorsBetter controland resource planningCost-effectiveplatform for adopting new technologiesAs the UK’s leading children’s charity, aiming to protect children and prevent abuse, the National Society for the Prevention of Cruelty to Children (NSPCC) has helped more than 10 million children over their long history. Services include Childline, there for worried young people who have nowhere else to turn, and the NSPCC helpline for adults who are worried about the welfare of a child or who have suffered historic abuse themselves. The NSPCC relies on more than 1,300 part-time volunteers across 12 service centers to keep these services running. Answering every call is its top priority, but with volumes rising, an aging IT infrastructure made it increasingly difficult to meet that goal. Inability to link case management, resource planning and other back-office systems added to the challenge. As the UK’s leading children’s charity, the National Society for the Prevention of Cruelty to Children (NSPCC) aims to protect children and prevent abuse. And it has helped more than 10 million children over its long history. Services include Childline, there for worried young people who have nowhere else to turn, and the NSPCC helpline for adults who are worried about the welfare of a child or who have suffered abuse themselves. The NSPCC relies on more than 1,300 part-time volunteers across 12 service centers to keep these services running. Answering every call is its top priority, but with volumes rising, an aging IT infrastructure made it increasingly difficult to meet that goal. Inability to link case management, resource planning and other back-office systems added to the challenge. “Each service center comes online at different times of the week, so we have many short-shift patterns to manage,” said Ray Bilsby, CIO for NSPCC. “Also, with youngsters today preferring to use online tools rather than call, we wanted to extend reach and improve access by adding digital and social channels, while still keeping privacy top of mind.” Exceeding ambitious project goals The charity embarked on its most complex technology challenge. Implemented by its partner Connect, the solution blends calls, email and webchat using the Genesys Engage product, integrated with Zoom recording and Microsoft Dynamics CRM applications. “Complementary products and reliable support showed value for money,” said Bilsby. “We’ve invested in new online tools, like unified desktops and softphones, and made our website more user-friendly. We’ve opened up opportunities that once looked a million miles away.” A primary goal of the upgrade was ensuring maximum availability of Childline and the NSPCC helpline services. Benefits include making more effective use of counselor capacity, along with the ability to engage supervisors to handle high-risk contacts. Children who don’t want to talk openly can express themselves, for instance, by drawing pictures using online interactive whiteboards. Planning for peak periods Behind the scenes, Genesys Workforce Engagement Management handles forecasting and scheduling to ensure the NSPCC has the right people in the right place, at the right time. “We used to rely on tribal knowledge and information buried in complex spreadsheets, which was okay until people went on holiday or fell ill,” added Bilsby. “Now, it’s easier to plan because we’ve got better quality data and clearer sight of supply and demand across all 12 service centers.” This is especially important during busy periods, for instance at Christmas and when children go back to school or start exams. Feedback from NSPCC agents has been encouraging. They especially like record simplification for low-risk cases. So, they spend less time on admin and more time using their specialist skills in responding to calls, emails and chat messages. Addressing digitally outstripped resources Digital trends continue to place extra demands on NSPCC resources. “Chat interactions currently account for around 50% of all contacts and, on average, last seven times longer than a call,” said Bilsby. “So, with demand for digital services continuing to outstrip the supply of counselors, we’ve got to keep looking for ways to work smarter and drive efficiency.” One of the ways NSPCC is looking to achieve this is by introducing Genesys voice analytics to boost quality assurance and training. The charity also plans to use Genesys Engage to enable home workers to deal with certain contact categories. For example, while counselors need emotional support from colleagues and service center-based confidentiality, interactions with lower safeguarding risks could be performed confidentially via webchat. In turn, that makes it easier to attract new volunteers, such as passionate helpers who cannot travel, while freeing up counselors to deal with more serious cases. Fresh thinking powers innovation In the future, the charity hopes to sense and intervene if a child is at risk. They expect to do so by adding Snapchat and WhatsApp social media channels, or by adopting artificial intelligence and automation technologies, to improve situational awareness. “We’re looking to trusted advisors like Genesys to invest time and help us get the most out of new technologies on our journey to end child abuse,” concluded Bilsby. “We’re exploring use cases for Genesys predictive analytics, for example, to inform counselors that a child has been browsing bullying advice online. So, they might start by asking general questions, such as, ‘How are things at school?’ Driving the discussion down a path that might otherwise have been missed without that insight.”

30% reductionin call handling times48% reductionin time spent on outbound campaigns 20% dropin escalations100%of sessions recorded Increasedteam collaborationUnlimitedscalabilityPursuing a digital approach to connect with clients The New South Wales Department of Communities and Justice (DCJ) provides services aimed at improving the lives of disadvantaged individuals, families, people with disabilities and communities. Under the DCJ, the Housing Contact Center facilitates requests for public housing, helps people broker the private rental market, offers access to interest-free bond loans, and assists homeless and at-risk individuals with information and referrals to non-governmental organizations for temporary accommodation. To ensure prompt services for the country’s most vulnerable citizens, DCJ Housing has a goal to reduce customer service response times in 2020 and give clients a same-day outcome on their applications. This goal is even more ambitious as it applies to 1,000,000 voice and email interactions per year, including 230,000 calls annually in the homelessness space alone. Realizing this vision required DCJ Housing to modernize its on-premises legacy systems and streamline the flow of information and services across siloed channels. The agency tapped into the capabilities of the Genesys solution to allow the agency to be more agile and provide same-day outcomes. Driving cloud contact center innovation The legacy contact center infrastructure at DCJ Housing made it increasingly difficult to meet client expectations and leverage digital innovation. The system lacked real-time monitoring functions to prioritize requests as well as efficient dialing processes, resulting in ineffective workforce management, application processing backlogs and poor customer experience. In addition to resource-intensive software licensing and upgrade requirements, a lack of integration between workforce management and outbound voice also kept agents from capturing valuable contextual information to drive better value for clients. The Genesys solution has increased collaboration amongst DCJ Housing Contact Center (HCC) employees using a suite of features like screen sharing and chat when transferring or escalating calls. Integrating outbound voice, email and workforce management systems in a single platform make it easier to streamline workflows and improve customer engagement, delivering positive outcomes. Because the system is easy to manage with minimal IT resource requirements, DCJ Housing can serve clients faster through automated task routing and prioritization features. This results in fewer call transfers and shorter wait times, improving agent productivity so they can achieve same-day client communications. Continuous support from the highly responsive teams at Genesys and partner NTT throughout the sales and implementation process was integral in assisting DCJ Housing to seamlessly roll out new customer engagement channels to keep pace with client demands. Establishing seamless business continuity Business continuity concerns have also been addressed with the rapid deployment of new functionalities and upgrades without disruption to existing workflows. Amid the ongoing COVID-19 crisis, Genesys enabled DCJ Housing to seamlessly transition toward a remote working environment with no disruption to business continuity. In early March 2020, it conducted a pilot to allow 11 agents to work remotely. Following the success of the pilot, the entire workforce of 400 agents was working remotely within just 2.5 weeks. Giving agents the tools to enhance customer experience DCJ Housing can now deliver superior customer experiences. Real-time monitoring of agent performance and visibility into every interaction have been critical to enhancing team collaboration, work performance and forecasting the best possible agent schedules. The highly intuitive interface tracks call volumes and monitors client behavior patterns, empowering agents with a unified view of the customer journey for seamless interactions. Agents now have a single customer service view that covers interaction history with the agency, and contextual data to deliver faster, more personalized services every time. DCJ Housing has been able to meet its business objectives after switching to Genesys. The cloud-enabled platform has cost-efficiently minimized manual processes, increased client response times and optimized system allocation based on request prioritization. The resulting drop in cost per agent makes it more financially viable for DCJ Housing to explore capabilities like robotic process automation deployments to further boost efficiencies. The contact center transformation is yielding remarkable results for the HCC, allowing it to build a fully integrated customer engagement platform. The benefits of integration capabilities, unlimited scalability and operational visibility put DCJ Housing firmly on track to achieve its goal of same-day client communications and customer experience excellence.

5% increasein NPSSaved 40% on technology costsby retiring 10 legacy systems2.5% fewercall transfersImproved customer service efficiencywith a single interface5% reductionin handling timeCost deflectionwith five times more messaging conversationsBeing the best in a competitive market Nuuday serves most Danish homes and businesses with telecom services through multiple brands, supported by nine contact centers and 40 retail stores. The company received around 4.2 million calls in 2022. Staying ahead in a fiercely competitive broadband, TV and mobile market means always creating the best digital services and customer experience. But point solutions that were difficult to connect and expensive to maintain made this a challenge for Nuuday. These included CRM solutions, operational support systems and billing with bespoke developments on aging on-premises contact center technology. “We are undertaking a major transformation — of which Genesys is a big building block — that will change the way we operate,” said Michael Stinner, Head of CX Operations at Nuuday. “That includes innovating much faster, providing our products and services digitally across all parts of the business, and giving customers more choice of how they interact. For example, customers will be able to buy fiber online rather than queuing and then to speak to someone.” Taking an evergreen cloud approach Targeting improvements in areas such as NPS, fiber delivery accuracy and meeting installation dates, Nuuday realized it was time to phase out its heterogeneous legacy IT setup. Besides a major technology transformation on billing and operational support systems, Nuuday is driving a CX transformation. In this space the company sought an evergreen cloud platform that was constantly evolving and never at risk of becoming outdated. Nuuday invited tenders before eventually choosing the Genesys Cloud™ platform. “We wanted to get away from heavy customization and standardize in the cloud,” added Stinner. “Genesys is fully out-of-the-box, had the most impressive product roadmap and could be easily integrated with our feature set.” Supported through regular workshops with NetDesign – now integrated in TDC Erhverv and rebranded as TDC Erhverv Solutions – and Genesys Professional Services, the first Nuuday brand went live after four months. Another two brands, along with the 118 national directory services, have since migrated. Currently, there are 1,300 users on the platform — with more to follow. “I’m super proud of what we’ve achieved,” said Stinner. “Having an engaged project team, dedicated change management and sound out-of-the-box guidance were key to our success. It shaped how we onboarded and adopted new ways of working. And we’ve been able to retire 10 legacy systems.” Now customer service reps no longer operate in siloed teams; they work more efficiently through one interface, effortlessly swapping between phone, email and web messaging conversations. In addition, Genesys Workforce Engagement Management ensures easy-to-retrieve call recordings and assists with routine back-office tasks like forecasting and scheduling. “Our employees like the Tempo app and appreciate being able to check schedules and request time off using their mobiles,” said Stinner. “We will shortly be rolling out the shift trade tool and plan to explore Genesys coaching and gamification features, too.” Extending cloud benefits beyond the contact center To further improve productivity, Nuuday extended Genesys beyond its customer service reps, giving retail store staff access to the solution. So, during quiet periods, those staff members can help contact center colleagues by answering calls and messages or making outbound calls and following up on leads. “Being the best service provider means ensuring a seamless experience everywhere, not just for our customers, but for our employees too,” said Stinner. “And to do that well, you need a proper system that makes it easier to manage things like planning, routing and channel switching — which we now have with Genesys.” Incorporating asynchronous messaging A major strategic pillar, introducing asynchronous communications, also helps support a new operating model. With Genesys Web Messaging, retail staff can start messaging conversations, break off when a customer enters the store and then pick up again exactly where they left off. And it’s proving popular with customers. “A year ago, we processed around 10,000 chat messages a month across the business,” said Stinner. “Now, we’re handling between 45,000 and 50,000. And that’s just for one brand. Plus, we can see the full chat history, so customers get a better joined-up journey and don’t have to repeat themselves.” Great customer service creates business value Modernizing CX management and transforming operations with new ways of working is having a positive impact across the entire business. Nuuday has also seen a drop in staff attrition rates. Plus, its YouSee brand recorded a 2.5% reduction in call transfers and 5% (25-second) decrease in handling time. Retiring 10 legacy systems and consolidating onto a single cloud contact center platform has lowered its technology costs by 40%, with a corresponding headcount saving on system maintenance. These improvements contributed to a strong set of Q4 2023 results, which included growth in private broadband sales, a 14.3% increase in EBITDA and a 5% improvement in NPS. “I believe our customers are noticing our investments through a better customer experience, which has laid the foundation for good commercial and financial results,” concluded Jon James, CEO at Nuuday. “We are now reaping the first benefits of our transformation and looking forward to delivering even more progress.”

64% fasterprocessing of support requestsIncreasedemployee satisfactionAbility to handlefive times the average volumeImprovedquality assuranceFor more than 20 years, O.phon GmbH has confidently provided personalized solutions with professionalism, creativity and authenticity. Each solution is specifically designed for the client, whether they need help with lead generation, customer communication or working directly with customers. Moving from on-premises infrastructure to the cloud O.phon GmbH and its affiliates are in the business of creating tailored 360-degree marketing for its clients. It handles anything from marketing and sales strategies to concepts and analyses to campaign management. O.phon also runs an in-house service center that supports its business clients and end users. It wanted both to be able to use any modern communication channel to contact them. The company analyzes target markets and groups to create each campaign and generate leads. From digital marketing to mailing fulfillment, O.phon ties all the marketing elements together. “As a company, we faced numerous challenges,” said Daniel Kubein, Head of Operations and Performance at O.phon. “The solution we had at the time did not allow for remote working. We could not integrate processing across all the different digital channels. Our projects also lacked transparency. And it was even becoming difficult to implement new customer requirements.” New customer requirements involved rethinking, adapting and even reprogramming parts of the system. And since there was no technical interface to tie all the customer projects together, it was difficult to optimize campaigns and measure KPIs. It was time to modernize and switch from outdated on-premises infrastructure to a modern cloud environment for office telephony, customer service and market research. Enabling remote working with all-in-one omnichannel solution The move to the cloud had to be quick and efficient due to the COVID-19 pandemic. Instead of employees having to be in the office to deliver services, they had to be able to work remotely during lockdowns. The move also needed to cater to a significant number of people, including employees, business clients and end users. Together with partner NTT, O.phon chose the Genesys Cloud CX offering as its new contact center solution. NTT rolled the solution out at several locations in Germany. It also deployed and implemented the omnichannel cloud solution, and then trained employees on how to use it. The all-in-one solution offers a single dashboard to view all conversations such as voice, email, chat and social media in one place. O.phon can now oversee customer experiences and manage workflow engagement. Artificial intelligence takes over routine tasks and uses data to provide essential insights. By using a single solution and training users on it before it went live, O.phon enabled employees to work more efficiently, meet client requests and handle COVID-19 restrictions. On cloud nine O.phon now has a stable and fail-safe platform that allows easy administration and even faster project implementation. It can now offer its customers a reliable, integrated service 24/7 regardless of location. Improved employee satisfaction: Employee satisfaction notably increased once employees were able to work from anywhere with access to a solution that’s fast and easy to use. Improved response times: With the new solution, support requests can be processed up to 64% faster than using the previous system. Reserves to deal with unexpected traffic: The system has sufficient reserves to deal with unexpected load peaks of up to five times the usual transaction value. Transparency leads to quality: The contact center solution centralizes all the information and makes it easier to follow projects and monitor their quality. Being able to evaluate SLAs improves quality assurance. “With the choice of the Genesys highly integrative cloud solution and its implementation by our partner NTT, we were able to overcome all previous challenges in a record three months,” concludes Kubein. “With this solution, we have laid the foundation for the future business areas of O.phon and the associated companies.”

500 remote workers set up within five days3.5% increasein agent occupancyReduced IT ticketsand support casesSaved time and expensewith smarter scaling for peak periodsEscaped relianceon professional servicesAccelerated CX innovationwith regular releasesPutting the “wow” into home services For O2E Brands, delivering exceptional service means optimizing a complex B2B2C business model. Based out of Vancouver, Canada, the fast-growing home services group makes everyday tasks like junk removal, painting and house detailing easy for its customers. O2E has also helped over 250 entrepreneurs throughout North America and Australia become franchisees — realizing their dream of business ownership in an industry worth over $100 billion annually. “The company has tripled in size since I joined six years ago,” said Michael Downing, Vice President, Business Operations at O2E Brands. “In order to sustain that growth, we needed to improve service quality and productivity. We were looking for scalability, improved experience and revenue growth.” Detailed assessment To achieve unlimited scalability and agility, O2E Brands knew it needed to migrate to the cloud with a modern contact center as a service solution. It validated the Genesys Cloud platform — drawn to its renowned ease of deployment. Through the trial, it became clear that use cases being delivered via the Genesys PureConnect on-premises solution could easily be achieved, and even exceeded, with the cloud platform. “We measured performance, voice quality, agent experience and so on,” added Downing. “We even compared the amount of support cases and tickets we got. Since our agents were learning a new system you’d expect to see a peak, but it was actually lower than normal.” Putting the “wow” into home services For O2E Brands, delivering exceptional service means optimizing a complex B2B2C business model. Based out of Vancouver, Canada, the fast-growing home services group makes everyday tasks like junk removal, painting and house detailing easy for its customers. O2E has also helped over 250 entrepreneurs throughout North America and Australia become franchisees — realizing their dream of business ownership in an industry worth over $100 billion annually. “The company has tripled in size since I joined six years ago,” said Michael Downing, Vice President, Business Operations at O2E Brands. “In order to sustain that growth, we needed to improve service quality and productivity. We were looking for scalability, improved experience and revenue growth.” Detailed assessment To achieve unlimited scalability and agility, O2E Brands knew it needed to migrate to the cloud with a modern contact center as a service solution. It validated the Genesys Cloud platform — drawn to its renowned ease of deployment. Through the trial, it became clear that use cases being delivered via the Genesys PureConnect on-premises solution could easily be achieved, and even exceeded, with the cloud platform. “We measured performance, voice quality, agent experience and so on,” added Downing. “We even compared the amount of support cases and tickets we got. Since our agents were learning a new system you’d expect to see a peak, but it was actually lower than normal.” Customer experience creativity Meanwhile, the pandemic was tightening its grip. “COVID-19 was a big catalyst and we had to shift our entire workforce, including 250 sales advisors, to home working within five days,” added Downing. “That’s when the limitations of how we’d architected our old Genesys platform for office working became apparent — particularly when it came to factors like stability and uptime for remote working.” Learning from the 30-day pilot helped the company accelerate the rollout of Genesys Cloud across all its brands, while also onboarding 50 agents from a new business unit that previously used a hosted cloud PBX system. Leveraging workforce engagement After a smooth migration from Genesys Interaction Optimizer to Genesys Workforce Engagement Management, the company began using the tool for ongoing improvement opportunities. “We quickly realized our virtual contact center model was driving a better experience for our employees and customers,” said Ryan Webber, Manager, Workforce Management at O2E Brands. “Metrics, for the most part, were positive across the board. So we decided to explore how Genesys Workforce Engagement Management could drive further value.” O2E Brands focused on optimizing two areas: agent occupancy and sales conversions. To maximize occupancy, the team relied on a combination of forecasting, scheduling and coaching — all managed from within the Genesys Workforce Engagement Management system. “We took overall revenue goals, generated their volume targets and used AI-powered forecasting to predict the right balance between over- and understaffing,” added Webber. Customer experience creativity Meanwhile, the pandemic was tightening its grip. “COVID-19 was a big catalyst and we had to shift our entire workforce, including 250 sales advisors, to home working within five days,” added Downing. “That’s when the limitations of how we’d architected our old Genesys platform for office working became apparent — particularly when it came to factors like stability and uptime for remote working.” Learning from the 30-day pilot helped the company accelerate the rollout of Genesys Cloud across all its brands, while also onboarding 50 agents from a new business unit that previously used a hosted cloud PBX system. Leveraging workforce engagement After a smooth migration from Genesys Interaction Optimizer to Genesys Workforce Engagement Management, the company began using the tool for ongoing improvement opportunities. “We quickly realized our virtual contact center model was driving a better experience for our employees and customers,” said Ryan Webber, Manager, Workforce Management at O2E Brands. “Metrics, for the most part, were positive across the board. So we decided to explore how Genesys Workforce Engagement Management could drive further value.” O2E Brands focused on optimizing two areas: agent occupancy and sales conversions. To maximize occupancy, the team relied on a combination of forecasting, scheduling and coaching — all managed from within the Genesys Workforce Engagement Management system. “We took overall revenue goals, generated their volume targets and used AI-powered forecasting to predict the right balance between over- and understaffing,” added Webber. Previously, coaching was being managed manually through spreadsheets with requests received via email and chat. Genesys Cloud gave supervisors a newfound ability to schedule coaching sessions directly in the tool, taking into account agent breaks and holidays. “The more time supervisors and team leads spent on coaching, the more our agent occupancy rates increased,” said Webber. “We saw a 3.5% improvement plus a noticeable increase in sales, which was an expected byproduct.” Powering faster innovation Released from the burden of day-to-day management of its premises-based systems, O2E Brands can shift resources to more strategic activities — like uncovering unique ways Genesys Cloud can achieve untapped service potential and meet its business objectives. “Our on-premises platform seemed like a barrier to roll out new channels,” said Downing. “It always felt like you needed a big business case and professional services. Now, we’re able to experiment with digital services and make calculated bets with a clear idea of how we’ll measure successful business outcomes.” Previously, coaching was being managed manually through spreadsheets with requests received via email and chat. Genesys Cloud gave supervisors a newfound ability to schedule coaching sessions directly in the tool, taking into account agent breaks and holidays. “The more time supervisors and team leads spent on coaching, the more our agent occupancy rates increased,” said Webber. “We saw a 3.5% improvement plus a noticeable increase in sales, which was an expected byproduct.” Powering faster innovation Released from the burden of day-to-day management of its premises-based systems, O2E Brands can shift resources to more strategic activities — like uncovering unique ways Genesys Cloud can achieve untapped service potential and meet its business objectives. “Our on-premises platform seemed like a barrier to roll out new channels,” said Downing. “It always felt like you needed a big business case and professional services. Now, we’re able to experiment with digital services and make calculated bets with a clear idea of how we’ll measure successful business outcomes.” Along with developing an omnichannel strategy, one of those hedged bets is integrating Genesys Cloud with its CRM system, making better use of data to deliver a more personalized experience for B2B and B2C customers. “Our agents are pretty excited about reducing average handle time and managing all their interactions from within Salesforce,” said Downing. In staying with Genesys, O2E Brands considered its future roadmap and the faster deployment of new customer services. “Cloud should be a continuous success story, not just one,” concluded Downing. “Now, every time there’s something new, we get to decide if it’s valuable or not, and if we want to turn it on.”

SustainableIT operationsDeeply personalizedmultichannel experienceEffectiveknowledge sharingRapidCX testing and scalingHigh self-sufficiencyfor making changesHigh-end, tailored experience Masters of the art of customer relations, Odity knows how to embody the essence of the premium brands and luxury, fashion and lifestyle companies it represents. The company’s offices and 1,500 employees are in the heart of the world’s capitals wherever their clients are — from Paris to Milan and New York to Tokyo — ensuring each interaction offers a remarkable and rewarding experience. Its CX uses every interaction to deepen the relationship and foster lasting loyalty. “Our focus is high-end customer management with tailored experiences and exceptional product knowledge — not contact volumes or handle time,” said Clément Polet, Deputy CEO Business at Odity. “We see every interaction as a unique opportunity to cultivate a singular voice between our clients’ brands and their customers — strengthening the emotional bond and our value-add.” Deeply personalized, evolving service model Odity focuses on creating brand value for its clients through a consultative approach. By listening to customer feedback and surfacing trends, Odity works proactively with its clients to suggest improvements to products, services, processes and channels. To do this efficiently and effectively, it uses best-in class technology solutions to provide the tools and insights it needs. Powerful insights and advice Odity is a trusted consultant to its clients, an expert in making recommendations on how to enhance CX and develop tailored approaches for each luxury segment and customer profile. “Personalized and complex requests are the basis of our activities, and we need to be able to show what success will look like,” said Antonio Tranchida, Deputy CEO Operations at Odity. “For instance, our client might be headquartered in Italy and asking us to organize service in our offices from New York, Tokyo, Shanghai, Paris, Milan and London. With our customer management team and tech ecosystem, we are able to organize a tailor-made service around the world.” The skills and expertise displayed by Odity teams extends throughout the entire journey. “Thanks to surgical clienteling actions and our tech ecosystem integrated with Genesys Cloud, we keep our clients’ customers informed of forthcoming launches, products, flagship events and more — basically, all the ingredients needed to successfully build brand loyalty,” added Tranchida. With out-of-the-box connection, the Genesys Cloud platform natively integrates with Salesforce and the Odity ecosystem. Teams can access customers’ contextual data, allowing them to deeply personalize and enrich conversations with ease. Genesys offers Odity the potential to expertly manage omnichannel multi-touch relationships on any communication channel (calls, email, webchat, WhatsApp, social media and more). And, with the Genesys Cloud platform, it can bring together multiple artificial intelligence (AI) disciplines in a single platform to power exceptional customer and employee experiences. Conversational AI services with generative AI enable automation with a human touch. Predictive AI equips the services with deeper customer insights for personalization and accurate information. One team, one planet The Genesys Cloud platform contributes to the company’s Odyssey 25 plan, which is aligned to six of the UN Sustainable Development Goals. Specifically, by reducing its on-premises infrastructure and server footprint, Odity can lower its carbon footprint by taking advantage of green data centers operating on renewable energy sources.

50% dropin customer contact rate25% reductionin AHT 100%service uptimeA fast-growing financial services player From marketing to fulfillment, there are many phases in a banking relationship. But perhaps the most important of all is the point at which money changes hands — and that is where no business can make mistakes. It was this need that saw Universo Online, the world’s largest Portuguese language news portal, launch an online payments service called PagSeguro in 2006. PagSeguro grew quickly, moving into offline payments with digital point-of-sale devices in 2013 and providing consumer banking services in 2017, before going public on the New York Stock Exchange in 2018. It was rebranded to PagBank in 2019. But by then its contact center platform was beginning to feel the strain. To meet its purpose of facilitating the financial lives of consumers and businesses, and live up to values including simplicity, reliability and collaboration, PagBank needed a modern contact center platform. Moving to a trusted platform At launch, PagSeguro had inherited the contact center setup used by Universo Online. This was a combination of an Avaya PBX plus an on-premises Genesys Engage system for agent control and service management. This combination had served PagBank with no problems for more than a decade, but by 2019 it became apparent that hosted model was out of date. Apart from hosting costs, new releases would require server updates. And a growing range of customer service features, such as chat support, required separate software packages, hampering the efficiency with which agents could respond to customer queries. “Our agents used, on average, 15 software programs simultaneously,” said Rodrigo Passos, Head of Planning and Projects at PagBank. “We also had a large voice channel and a channel for chat. Our goal was to offer voice, chat and WhatsApp over a single channel.” A move to the cloud At the same time, a technology shift toward cloud-based services was underway. Vinicius de Oliveira Ferreira, Director of Project Planning and Business Intelligence for PagBank, remembers seeing the first presentations of the Genesys Cloud™ platform in 2017. “We gradually matured the idea internally with the business teams. In 2020, we were able to put together a business plan explaining the gains we would have with the migration from Engage to Genesys Cloud.” Even then, PagBank opted to move cautiously, issuing a request for proposals. But Genesys Cloud was the obvious choice. “We already used Engage and understood that it would be a smoother transition than to look for another partner,” said Ferreira. “The big Genesys difference is the unified solutions module attached to the tool. In addition to all the channels, my quality area can report on each call and chat in the tool itself. We can see the entire customer journey.” With the decision made, PagBank took precautions to ensure the move from Engage to Cloud could happen with minimum disruption. The migration took almost two years, between 2021 and 2022, and was overseen by the São Paulo-based customer experience system operator and Genesys partner Coddera. Improvements across the board Decision-makers at PagBank were watching with interest to see how the introduction of Genesys Cloud would affect key service performance indicators such as average handle times (AHT) and customer contact rates. All of them got better after the cloud platform went live, with AHT dropping 25% in less than four months thanks to improvements in routing and omnichannel delivery. “In addition, it brought many internal benefits, such as cost reduction, since we didn’t need to maintain a data center infrastructure,” said Carlos Eduardo Santos, General Manager of Software Engineering at PagBank. “Genesys best met our needs on a single platform. It provides the routing of interactions across different channels besides offering a module for monitoring and recording agents.” Other benefits include monthly updates and seamless integration with a wide range of other software services like business intelligence systems and PagBank Salesforce CRM platform. “I do not have to worry about compliance,” said Santos. “The cloud environment is already PCI-compliant and meets all regulatory requirements in Brazil and abroad.” Because the platform is hosted in the cloud, it’s more robust than an on-premises system. “Since we implemented it, I only remember a few hours of downtime — and I’m talking about three years of using the tool,” said Ferreira. “It also helps that the platform is built around microservices. You can have downtime in a single microservice that does not affect other service areas. Genesys Cloud’s availability is incredible.” To learn more about the solutions featured in this case study, visit www.genesys.com.

1,000 agentsonboarded to help with COVID-19 responseSignificant increasein real-time schedule adherence59% less agent churnIntegrationswith Slack, Tableau, in-house call scripting and CRM systemsImproved visibilityand management of employeesEnhanced employee engagement via gamification Providing crucial frontline services PATLive is the first point of contact for customers of many U.S. government agencies, as well as real estate, medical and legal companies. Agents are its most valuable asset, handling over 2 million calls annually with enthusiasm and a strong sense of purpose. “As an outsourced answering service, we pride ourselves in being the best, which means fast, efficient, accurate and friendly customer service,” said Jackie Gonzalez, Vice President, Operations at PATLive. For two decades, PATLive had been on the Genesys PureConnect™ application. While the solution had performed well over the years, company officials felt it was time to look beyond robust on-premises technology toward a more agile, on-demand cloud model. That search was already in motion before COVID-19 hit, but the crisis increased the level of urgency. The pandemic piled on pressure from clients, including many COVID-19 frontline and key worker organizations. “We considered extending our on-prem system with a VPN, but with lots of Citrix and software installs — and only a relatively small IT team — it just wasn’t practical,” added Gonzalez. “So, pretty much overnight, we had to come up with a better home-working option.” Fast-tracking deployment in a weekend Despite positive experiences with its previous Genesys solution, PATLive left no stone unturned. “We looked at all the major players,” said Gonzalez. “There wasn’t much time for training, and we kept coming back to Genesys Cloud. The user experience was simply better. Also, because it’s designed for operations people to self-serve, the fear of stepping into the unknown never happened.” PATLive quickly spun up the Genesys Cloud platform for 100 agents, adding 150 soon after that. “We deployed and tested the solution on Saturday, trained our agents on Sunday and went live first-thing Monday morning,” recalled Gonzalez. “We expected traffic spikes and knew call scripts and handling instructions could change by the hour. Genesys Cloud coped with absolutely everything thrown our way.” Assuring remote resource and quality management Along with maintaining existing services, PATLive rapidly created 24/7 COVID-19 helplines for citizens urgently needing information and support. Following the success of the first two deployments, a third government client was onboarded — bringing the total to over 1,000 agents within 90 days of launch. “Most of them were new hires, further testimony to the ease of use of Genesys Cloud,” said Gonzalez. “And they did a fantastic job. Events were moving quickly, and we were receiving press and media inquiries. So, we had to be at the top of our game with consistent, accurate call handling.” The Genesys Cloud platform allowed PATLive to make several key changes. Combining call and screen recordings made a huge difference, which now feeds directly into the company’s training processes. In addition, integrations helped unify processes, data and people — at home and in the office. “Connecting our contact center with Slack messaging and Tableau business intelligence — as well as in-house call scripting and CRM systems — was massive,” added Gonzalez. “Because of the ease of working with Genesys Cloud, if we ask IT if they can do something, the answer’s usually ‘Yes’.” Real-time schedule adherence plus gamification Crucially, PATLive supported remote operations through Genesys Workforce Engagement Management. “We used to produce forecasts and work schedules manually,” said Gonzalez. “We automated with Genesys Workforce Engagement Management, cutting complexity and creating instant snapshots of workloads and performance. That allowed us to bring in two-hour micro-shifts, for example, increasing agility and earning potential for our agents.” Making it easier for agents to check shifts and breaks, Genesys Workforce Engagement Management has improved schedule adherence significantly. In addition, agents can see immediately how they rank within the team on any measure. Agents also have visibility into which behaviors they need to change to maximize their performance and financial rewards. Issues are quickly flagged and resolved before they affect SLAs. “Now, if we aren’t meeting a certain metric or fall below a staffing threshold, the system immediately alerts our managers via Slack and we jump on it right away,” said Gonzalez. With a 59% reduction in staff turnover, PATLive is well-positioned for continued growth as it looks to add chat to solid voice and email offerings. Other plans include exploring gamification features intrinsic to WEM that keep agents engaged through frequent fun competitions. “With Genesys Cloud, our team was able to pivot quickly to remote working and support customers with COVID-19 related issues,” concluded Gonzalez. “We now operate a model that scales to unlimited numbers and offers access to a wider recruitment pool.”

Central marketingthrough the German service desk to regional subsidiariesUp and runningquickly with meaningful reportingAdministrators canmake changes themselvesManaged solution rolloutwith nearly no outside assistance SeamlessSalesforce integrationThe Paul Hartmann AG, which has been in operation for over 200 years, is the oldest German dressing material manufacturer and producer of the well-known Kneipp-branded products. The medical and hygiene products maker, based in Heidenheim on the Brenz River, is a broad-based, globally operating, medium-sized company that focuses on its ability to diversify. Its management knows that a digitization strategy is paramount for its future success, with communication being a key element in this. So, the company chose the Genesys Cloud platform to expand its contact center communications strategy. Through its Genesys implementation partner Deliberate, the Paul Hartmann AG contact center can now cover inbound, outbound, chat and email for all locations. A comprehensive IT strategy and focused solutions One of the most important elements of its digitization strategy was to have a central IT organization. Starting from company headquarters in Swabia, Germany, this powerful IT organization is globally networked and delivers mutually approved IT solutions. This means that each country branch can make almost independent IT decisions. But as a customer-oriented service provider, the central IT service desk supplies the solutions. “We create IT solutions and then offer them to the country branches,” said a project manager at Paul Hartmann. “For each area of business; however, we prepare a singular offer and provide clarity through it.” When the time came for the communications department to create a digitization proposal, it had to be centrally administrable but still give country branches the space necessary for individual needs. For this purpose, a multiclient-enabled solution was critical. Paul Hartmann had a few criteria for the system. It needed to be modern; have up-to-date, meaningful reporting; and easily integrate with other solutions. In addition, the application has to be simple to use. Ultimately, a native cloud solution that offers maximum data security and the highest possible level of data protection was required. “Of course, we also save a lot of patient data, so it was a must that the data center central to the solution is located in Germany,” added the project manager. After a brief research project, the company chose the Genesys Cloud platform because it met the demanding requirements. And it proved itself quickly after implementation. Additionally, when Paul Hartmann had to send many of its employees to home offices due to COVID-19, the Genesys Cloud deployment allowed 45 agents to be fully operational via home offices in just two weeks. The employees picked up headsets from IT and logged in at home through their browsers. Meeting country-specific requirements The Genesys Cloud platform meets several requirements for Paul Hartmann. The entire system management tool can be set up with just a few clicks, as can vacation requests and scheduling for agents, for example. Administrators have quick access to all the essentials in the browser. They can enter group changes and configurations, and upload messages, in a few simple steps. Because the solution is easy to maintain, team members can quickly initiate rollouts and configurations. Country branches receive granular reporting from the Genesys Cloud platform, which wasn’t possible with the previous solution. Teams receive informative statistics and can immediately track call volumes, in real time, with only a few quick clicks in the browser window. Easy integration with other systems Genesys Cloud supports the customer-oriented approach at Paul Hartmann. The company’s Salesforce system easily connects to the platform; Paul Hartmann plans to integrate its ServiceNow solution with the contact center through the Genesys AppFoundry Marketplace. “Thanks to the deep integration of Salesforce, the customer can now automatically transfer outbound campaigns from the CRM system to the Genesys Cloud solution, which significantly increases process efficiency,” said Sven Schuhknecht, Senior Consultant at Genesys partner Deliberate. The company did encounter small challenges with the port activation and the use of softphones, but overcame those issues. “We were able to resolve that easily with Deliberate. In general, we are very happy to have such a strong support partner,” reported the project manager. Ninety users are currently working with the Genesys Cloud platform, 70 of whom are located in Germany and 20 in the Czech Republic. And these numbers will grow substantially in the coming months. In line with its IT strategy, Paul Hartmann relies on Genesys Cloud for its customer-centric communication solution; the service desk performed a global rollout. Other Paul Hartmann companies in France and Spain have decided to do the same. In addition, because its headquarters strategically relies on Microsoft products and uses Microsoft Teams and Skype Response Groups, the world-class connection of these services to the Genesys Cloud platform is indispensable. Meeting a desire for simplicity and high performance The Genesys Cloud platform addresses the comprehensive IT strategy at Paul Hartmann, as well as the company’s desire for simplicity and high-performance security. “We can really say that the new solution meets our requirements 100%,” said a project manager.

Increased employeesatisfaction, productivity and NPS 360-degreeview of customer journeysSimpler reportingbased on real-time data20% reductionin average handle timeBlended officeand remote working modelFuture roadmapfor omnichannel and AIEnding the systems-led cycle One of the best-known Finnish health service providers, Pihlajalinna, has an extensive customer base that includes municipalities, corporate occupational health services and private clients. The first point of contact is usually one of six service centers, which operate as part of a regional business model. However, an outdated telephony system that was difficult to scale or customize hindered the customer experience and productivity at Pihlajalinna. Not only was the system increasingly difficult to maintain, it also created issues with reporting. Without CRM integration, advisors and nurses had to hunt for information and manually dial and transfer calls using clunky handsets. And, there was no scope to add channels or support remote working. “We realized the only way to transform the experience was to stop being systems-led and become a data-led organization,” said Sanna Sarvijärvi, Service Director at Pihlajalinna. “And that meant moving our contact centers to omnichannel and the cloud.” A seamless and invisible transition Supported by local IT partner Telia, Pihlajalinna considered various options before selecting the Genesys Cloud platform for its ease of use and strong routing and reporting capabilities. After careful planning, the actual switchover was completely invisible to clients and accomplished within a day. “We soon realized that a basic lift and shift of our old routing setup wasn’t going to work in Genesys Cloud,” said Antti Hämäläinen, CC Service Support, Processes and Development Service Manager at Pihlajalinna. “Once we knew that, the migration went as smoothly as expected and we saw high user adoption straightaway. Compared to before, it’s also much easier to train and onboard new recruits.” In an average week, advisors handle around 20,000 inbound inquiries. They enjoy greater work variety — swapping between calls and webchat conversations. Empowering knowledge workers With more integration possibilities than ever, Pihlajalinna wasted no time in connecting its Genesys contact center and Salesforce CRM system. “We always wanted an accurate 360-degree view of customer journeys in real time,” added Hämäläinen. “With Genesys Cloud, that’s exactly what we got.” Customers are assisted faster and spend less time on calls. Employees have instant access to data, reducing the need to repeatedly ask basic security questions. Speeding up customer authentication reduced handle time by around 20%, which means advisors can take more calls. Plus, reporting is more accurate, extensive and simple. Managers and supervisors have greater visibility into queues and KPIs, spotting and correcting potential issues before they can escalate.   Reacting faster to patient needs Pihlajalinna began redeploying staff to work from home during the COVID-19 crisis. Despite these changes, service was maintained throughout. Advisors efficiently handled additional COVID-19-related traffic, while nurses quickly assessed cases and referred patients at serious risk. “We could not have done this without the agility of Genesys Cloud,” said Sarvijärvi. “Having seen an increase in employee satisfaction, productivity and Net Promoter Score, we are currently using a blended 50/50 model of office and remote working.” Plans for the future include the introduction of artificial intelligence (AI) to triage calls and determine treatment needs. In addition, as the healthcare sector continues to merge, Pihlajalinna is well-placed to integrate other contact center operations in the future.

Over 35% increasein CSAT10% gainin productivityHigheragent satisfactionGreaterAI and automation capabilitiesReplicable approachfor global CX transformationMore personalizedcustomer experiencesAdjusting to digital buying habits For the last five years, Pluxee (formerly Sodexo Benefits and Rewards Services), the number two player worldwide in employee benefits and engagement, has been focused on accelerating digital transformation in response to market transitions. Its goal is to bring to life a personalized and sustainable employee experience at work and beyond. “Our market moved from paper to card and mobile,” said Thibault Guerard, VP of Customer Experience and Care at Pluxee. “Today, four out of five customer interactions and requests are processed digitally through online orders, QR codes, card and mobile payments, along with digital-first courier partners.” Global CX transformation strategy With over 1,500 agents and contact centers in over 30 countries, Pluxee manages conversations and relationships locally. But it needed to ramp up its digital strategy and standardize its global service operations. Due to multiple contact center systems, diverse work practices and varying customer expectations, it was challenged to drive consistent CX and cost efficiency. The enforced shift to home working during the COVID-19 pandemic only magnified these challenges. “The pandemic expedited the change from a traditional B2B model to a personalized B2C-style care system more in tune with customers’ new buying habits,” said Guerard. Pluxee launched a major program to standardize its CX strategy worldwide. “Our goal was to place the customer at the heart of everything we do,” added Guerard. “That meant accelerating cloud innovation and our digital channel rollout — in turn simplifying our processes, improving our productivity and enhancing customer experience.” The company rigorously screened market offerings against strict criteria. It needed a solution with advanced cloud capabilities and best-in-class CRM and case management systems. “We felt Genesys combined with Salesforce CRM was the strongest combination to support multiple workflows, agent multi-tasking and easy API integration for efficient self-service and customer recognition,” said Guerard. “And in Genesys, we got a professional services team who would stay the course and work with us on a multi-year global rollout.” Pluxee was also looking for a vendor that could provide maximum flexibility due to the varying nature of its markets and how customers across the globe prefer to engage. “In some markets voice and email are the most popular channels and in others it’s messaging apps,” said Guerard. “So, we wanted to be sure we could flex services by country — for example, WhatsApp in Brazil. Genesys allows us to do that.” Carefully phased implementation Pluxee took a phased approach to consolidation, ensuring complex requests were prioritized. It took the most heavily used channels — inbound calls, email, and SMS — and onboarded 200 agents in Belgium to ensure customer satisfaction remained high. And it applied self-service models to common inquiries like balance checks, PIN resets and lost cards, which can now be processed using via the Pluxee website or mobile app. Genesys Workforce Engagement Management empowers the company’s supervisors to accurately monitor agent performance, spot coaching needs and provide constructive feedback. Routine jobs, such as preparing forecasts and reports, are automated and consume less time. Other essential tasks, such as matching routing policies to agent skill sets, are simple to manage. Pluxee has taken automation a step further by integrating Genesys Cloud with natural language understanding platform Google Cloud Dialogflow. “To be more efficient in email routing and classification, we’re launching a linguistic text recognition solution,” said Guerard. “With our Genesys platform, it was also pretty easy to test chatbots with Google Cloud natural language recognition.” Popular with customers and employees Pluxee has already realized major benefits from Genesys Cloud. “We very quickly obtained a 10% gain in agent productivity through improved handling and Salesforce CRM integration,” said Guerard. “By associating any existing customer data from our CRM — like personal information, purchase details or their preferences — with real-time interaction data, we now have more context about a customer when they reach out, whether through our self-service or live agent channels. This in turn is helping to create a more connected, personalized experience, which our staff and customers really value. In terms of change success, we measured agent satisfaction and saw stronger commitment for the new tools.” With happier agents contributing to happier customers, CSAT scores have increased by more than 35% over the last two years, from 3.1 to 4.2 out of 5.0. Next in line to migrate to Genesys is Brazil — a huge market where 500 agents manage up to 10,000 interactions daily — along with France, the Czech Republic, Spain and Romania. Pluxee is also considering Genesys Predictive Engagement to help optimize and personalize website journeys with AI-powered customer engagement. “Thanks to Genesys integration with Salesforce and the breadth of omnichannel capabilities, we now have a global CX platform for accelerating growth and standardizing operations around the world,” concluded Guerard. “We can migrate countries with up to 200 agents in between six and 12 weeks.”

140% upliftin productivityOver 300% increasein chat adoption95% of all chats resolvedby bot without touching an agent90% of customers callingsuccessfully self-serve using IVR41% reductionin average handle time11% improvementin first-contact resolutionEradicating barriers Previously known as Sodexo, Pluxee is a leading global employee benefits and engagement partner. From meals, culture and holidays to gifts, wellbeing and telemedicine, it helps 35,000 clients develop more meaningful employee relationships, while adding value to over 55,000 merchants’ businesses. With a dual contact center setup supporting clients, customers and merchants, Pluxee Romania is the company’s second-largest operation and pivotal to the success of its global customer experience (CX) transformation strategy. And change couldn’t come soon enough. Handling contacts was time-consuming and frustrating for agents frequently having to jump between screens and re-enter the same information. This situation wasn’t helped by a local provider solution that restricted IVR changes and separate systems for recordings, sales contacts and customer feedback. Existing siloed data was often incomplete, delaying decision-making and service improvement efforts. “We were not getting any closer to our digital-first vision,” said Andreea Coca, CX and Quality Manager at Pluxee Romania. “We could only partially monitor interactions and not cases. With limited automations, manual tasks were prone to error. Also, there was no single customer view, preventing personalized experiences.” Endorsed globally, welcomed locally With similar challenges affecting 30-plus contact centers worldwide, Pluxee made a group-wide decision to standardize CX strategy across all its countries. It would take an integrated stakeholder approach, multiskilled agents and consolidated systems capable of driving digital care options and usage. Advanced cloud capabilities and best-in-class CRM and case management systems were other must-have requirements. The company rigorously screened market offerings against these strict criteria, before eventually selecting the Genesys Cloud platform. “Genesys Cloud ticked all the boxes for our group stakeholders, and we could see why,” said Coca. “It was reliable, scalable and intuitive to use. And we really liked the workforce management features.” Pluxee Romania migrated in carefully designed sprints, reducing complexity and ensuring continuity of customer services. “We were assisted by Genesys Professional Services throughout and their support, particularly with customization and integration, was really invaluable,” added Coca. Digitally delighting customers and reducing effort Now, with Genesys Cloud, agents are multiskilled and serve multiple clients and merchants through one unified workspace. “Close to 90% of consumers calling in successfully self-serve using our redesigned IVR, which we can now update ourselves in real time,” said Coca. “Similarly, over 95% of all chat conversations are resolved by a bot and never touch an agent.” The remaining contacts — around 38,000 monthly calls; 13,000 emails; and 300 chats, plus outbound campaigns — are effortlessly managed by agents through a single user interface. All interactions are routed through Genesys and classified in Salesforce, with both systems fully integrated. Salesforce also interconnects with a GetFeedback solution; once a case closes, that automatically triggers an email containing one of 30 tailored CX surveys. “Our agents have all the information they need at their fingertips, along with the single source of truth and 360-degree view they never had,” said Coca. “That means more efficient case handling and a better experience. For example, it’s now much easier to personally greet customers, see feedback scores and have them in mind while assisting them, as well as send canned responses for recurring level 1 requests. Also, we’re able to drive greater value from our Salesforce investment by introducing new tools for case management, SLA alerts and CRM reporting.” Positioning people for success More revelations followed. Before, selecting and listening to calls relied entirely on human intervention and manual effort. And results were buried deep in spreadsheets, making it difficult to keep track. Now, with Genesys Cloud WEM, key activities like quality assurance, forecasting, feedback and coaching have been largely automated. All of this has helped Pluxee Romania move toward a more fluid role assignment model based on agent knowledge and skill levels. “Genesys Cloud WEM brought significant improvements to the way we manage and develop our people,” said Coca. “All call recordings are easily searchable and retained for six months. Likewise, our performance evaluation forms are completed in near-real-time and stored in one place. So, it’s really quick to check scores for inbound and outbound calls, emails and chats.” Across-the-board KPI improvements Remarkably, by consolidating systems and channels; integrating Salesforce; improving and automating workforce management; and growing digital capabilities; Pluxee Romania has improved ten key measurements and won two awards recognizing its achievement from the Romanian Contact Center Awards. KPI increases included first-contact resolution (11%); productivity (140%); agent satisfaction (1.3 points); customer self-serving (18%); chat adoption (over 300%); chatbot containment rates (95%); and survey answer rate (50%). In addition, welcome reductions were achieved for abandonment rates (30%), call volumes (50%) and average handle time (41%). Not surprisingly, the combined customer satisfaction (CSAT) score across Pluxee Group countries that have so far migrated to Genesys has risen 35%. Pluxee Romania has also improved its environmental, social and governance score. “Innovations achieved using Genesys are helping to reduce paper and accelerate our sustainability goals,” concluded Coca. “For example, we now enable customers receiving new cards to securely access their PIN numbers in our IVR, in addition to our app, instead of awaiting for an additional letter.” Plans include developing further self-service and chatbot features, while also transitioning to a customer-best optichannel approach for more personalized experiences.

33% increasein agent utilizationUp to 65% decreasein abandonment rateImproved scheduleflexibility for agentsDouble challenge Originally formed in 1908 as a tuberculosis sanatorium, Presbyterian Healthcare Services today serves one in three residents of New Mexico through nine hospitals, a multi-specialty medical group with more than 1,100 providers and a statewide health plan. Before the COVID-19 pandemic, the Presbyterian Customer Service Center in Albuquerque handled more than 80% of its contacts — around 3 million calls annually. “Like many contact centers, we had to quickly figure out a way to safely continue the critical work we do on behalf of our patients, members and providers,” said Lourdes Nevarez, Director of Workforce Strategy at Presbyterian. “We had to care for our community in a way that didn’t put our people at risk.” To meet the challenges of enabling remote working while retaining control of performance and support for its resources, the company uses the Genesys Engage™ on-premises solution. “Prior to Genesys, we’d spend all our time reacting to the day’s events,” added Nevarez. “There were no long-term forecasting workforce management tools and so our forecasting was manual and infrequent. We invested time in better understanding Genesys Workforce Engagement Management and now we’re able to make better decisions to streamline our operations, reduce costs and improve services.” Big-picture planning and budgeting Five years after fully optimizing Genesys Workforce Engagement Management — and 20 months after the first New Mexico COVID-19 case — nearly all Presbyterian contact center staff now work from home. During that time, workshops and coaching sessions accelerated their knowledge and expertise of workforce engagement management. “Genesys and our partner Pointel helped us think through which upgrades made the most sense,” said Nevarez. “Our first full-time planning analyst was hired to centralize and prioritize forecasting, hiring and modeling.” The introduction of Genesys Decisions allowed Presbyterian to prepare “What-if” scenarios, along with short- and long-term resourcing options. At its core is a series of algorithms that develop highly efficient operational plans and accurate forecasts in minutes. This allowed Presbyterian to create and maintain resource plans that were adaptable based on real-life changes in the environment. Complemented by resource management best practices, Presbyterian quickly adapted to changing demands based on historical volumes and performance outcomes. “The benefit is better hiring and scheduling that results in fewer abandoned calls,” explained Nevarez. “Accordingly, our health plan and patient services teams have seen abandonment reductions of 20% and 65%, respectively. That means less need to phone back — reducing customer effort.” Eliminating inefficient buffers Presbyterian significantly improved its productivity by leveraging economies of scale, work standardization, and Genesys routing and skilling strategies. “Agent utilization is up 33%,” said Nevarez. “Our Genesys technology, knowledge and partnership have been instrumental in allowing us to be more flexible with staff while continuing to avoid financial penalties from missed performance targets.” Prior to fully leveraging Genesys Workforce Engagement Management, the organization would mitigate its risk by building in buffers that limited the efficiency of its people and technology. “Making full use of Genesys routing allowed us to cross-skill staff to support multiple lines of business, while still protecting our higher risk areas with priority routing,” said Nevarez. “Leveraging the Genesys routing has allowed us to meet the needs of our employees by giving people more time off, offline time and improved schedule flexibility.  These are all critical elements that our staff need and deserve. Additionally, this helps us achieve a balanced member and patient experience regardless of when someone calls us.” Human connections Crucially, the underlying culture at Presbyterian hasn’t changed. There’s still a strong collective bond, working together to share expertise and improve every customer interaction. And Marcia Birmingham epitomized that sense of going the extra mile. Before retiring from her role as IT Manager, Marcia would send letters of gratitude to customers who’d highlighted technology issues. She didn’t just send them to patients, members and providers, but also to Presbyterian employees. “Delivering healthcare services during the pandemic hasn’t always been easy, but our teams have shown incredible strength, passion and resilience,” said Nevarez. “They appreciate improved schedule flexibility. And there’s greater scope for hiring part-time staff, increasing voluntary and paid time off, and adjusting work options.” By continuing to put people first, Presbyterian introduced IVR system innovation so employees could quickly confirm when they were free of COVID-19 symptoms and return to work. “The decisions we make around the people we hire, the processes we develop and the technology we invest in all play a critical role in how customer interactions go,” concluded Nevarez. “Genesys is more than just technology. They’re partners in helping us achieve success for employees, patients and members.”

Less than 48 hoursto deploy new clients30% increasein agility13% reductionin AHT16% fasterresponse times5% reductionin call transfersPotential savingsof 9 to 13 full-time employeesProbe Group is one of Australia’s largest business process outsourcing (BPO) providers, with more than 18,000 agents delivering services onshore in Australia, nearshore in New Zealand and offshore in the Philippines. Guided by the belief that great employee experience translates into great customer experience, Probe wanted to prioritize its workforce management by adopting the best-in-class resources, technology and processes that empower personalized customer services. Realizing this goal meant Probe had to transform its end-to-end business processes from employee onboarding to service delivery. The company needed an agile way to integrate its many siloed applications, which were hindering employee productivity and experiences. It sought to build work-from-home capabilities to meet evolving employee expectations, as well as business continuity requirements that its legacy on-premises contact center couldn’t support. In addition, the company aimed to improve the speed of its onboarding and service provisioning by closing the gaps in its traditional technology procurement and integration approach. Probe also wanted to improve its efficiency and performance. In particular, lowering AHT was a focus for its contact center — and it felt that enhanced routing could help it achieve this. “Metrics like AHT are reflected in our contracts with customers on a risk and reward basis, so improving and managing performance is extremely critical to us,” said Andrew Hume, CEO of Probe. Cloud integration enables fast service deployment Seeing the benefits early, Probe became one of the first in the APAC region to transition to the cloud. A cloud-based omnichannel platform was deployed in 2017 to bring greater agility across channels and enhance its customer services. Following a rigorous evaluation process, the company decided the all-in-one Genesys Cloud solution had the best-in-class offerings to suit its unique requirements. Taking advantage of quick and easy deployment functionalities, Probe stood up Genesys Cloud in under 48 hours and started moving over its 22 separate customers over the months. Genesys Cloud has enabled Probe to have flexibility in its carriers and eliminated its six- to eight-week technology procurement cycle. It’s now easier to scale IT capacity up or down quickly based on usage. Innovating with AI-powered routing Like many organizations, Probe segments its customers into groups and then pushes these contacts to a cohort of agents with matching skill sets. Genesys Predictive Routing takes this approach a step further by identifying the best agent within that cohort for each customer every time — delivering real personalization at scale. “Genesys Predictive Routing was probably one of the easiest implementations of AI that I’ve ever seen,” said Rohan Khanna, CTO at Probe. “A lot of thought has gone into simplicity and ease of turning this on for customers. And when we actually tried it, we certainly saw the results very, very quickly with a clear comparison.” Probe trialed the solution across its two biggest queues and saw dramatic improvements compared to other queues; 94% of the time when predictive routing was turned on. “We’re not just talking about efficiency for our agents,” added Khanna. “We’re talking about lower wait times. A better NPS score. A much better experience for the customers. We’re now up to 19 queues. Genesys Predictive Routing has been really easy to push to clients. And they’ve been absolutely blown away because it’s effortless for their customers.” Results included reductions of 16% and 13% respectively in response times and AHT, plus a 5% drop in call transfers. Based on the efficiency gains, Probe estimates it will have a reduced workforce requirement of nine to 13 full-time agents. “We wanted to match agents who sold better to certain types of customers — and Genesys Predictive Routing allows us to do that with the click of a button, while improving a number of KPIs,” said Hume. “These are material numbers, particularly in a commercial construct where the length of call equals workload and workload is linked to how we get remunerated.” In addition to recognizing top performers, Genesys Predictive Routing highlights agents in need of additional training. New agents also benefit from smoother onboarding through a graduated introduction to the full complement of queues and skills. Not surprisingly, the company is already looking to expand artificial intelligence (AI)-powered routing across more queues. Ensuring business continuity and seamless integration An early transition to cloud automation has made all the difference for Probe in continuing to remain efficient in the “new normal” resulting from the COVID-19 pandemic. With the deployment of the Genesys Cloud solution, Probe is one step ahead in providing a secure and compliant work-from-home solution for its agents. Routine processes such as onboarding and employee engagement have been largely unaffected, while improvements in areas like agent productivity, collaboration and service quality have contributed to better business outcomes. Using a cloud-based platform also makes it easier for Probe to integrate third-party applications. By moving to the Genesys Cloud solution, Probe has removed the need to subscribe to other add-on services. And since many of its clients use a variety of third-party software, native integration into an ecosystem has contributed to better operational efficiency. “Our IT stacks are getting smaller, thanks to Genesys pre-built integrations and neat features like transcription, sentiment analysis, predictive routing and more,” added Khanna. “And that means lower maintenance and fewer points of failure.” For Probe, the agile all-in-one Genesys Cloud solution offers the fundamental capabilities required to improve customer services and boost employee productivity. “Enabling work-from-home was another big winner for us,” concluded Khanna. “We see Genesys as an all-encompassing contact center leader. Whether that’s in workforce management, coaching, quality assurance, or other stuff that’s coming in AI, we are now strongly placed to advance our capabilities.”

40% savingson operational costsEight systemseliminated50% quickeraverage speed of answer30-point increasein Net Promoter Score (NPS)35% fastertime to competency for new hires20% increasein employee engagementTransforming subscription models Prvidr is redefining what subscriptions can be. Trusted by a growing list of organizations across multiple industries, including telecommunications, software subscription, fintech and more, the company’s PrvidrGo platform enables clients to effortlessly launch, monetize, manage and scale multi-product subscription services. And Prvidr helps its clients grow revenue, retention and engagement with their end users. Delivering unparalleled customer and employee experiences is a vital pillar of that successful business model. The company was using another customer management platform several years ago, and while this was meeting its basic needs, it was not pushing the boundaries of what was possible. “This conventional approach began to impact efficiency, adaptability and ultimately our ability to deliver exceptional customer service across our diversified brands, each with very different processes and needs,” said Lawrence Drayton, Head of Customer Experience at Prvidr. “High training costs; lengthy agent onboarding; and difficulty customizing, integrating and scaling systems were just some of the challenges we needed to solve for.” Genesys reimagined Looking past a textbook cloud migration, Prvidr wanted to consolidate multiple instances into a single unified platform, redefining customer engagement and positioning its employees to delight. After a deeper exploration of the Genesys Cloud™ platform, it scrapped the idea of transitioning to another provider; instead, it reinvested in Genesys with a renewed vision. “This conventional approach began to impact efficiency, adaptability and ultimately our ability to deliver exceptional customer service across our diversified brands, each with very different processes and needs,” said Lawrence Drayton, Head of Customer Experience at Prvidr. “High training costs; lengthy agent onboarding; and difficulty customizing, integrating and scaling systems were just some of the challenges we needed to solve for.” Genesys reimagined Looking past a textbook cloud migration, Prvidr wanted to consolidate multiple instances into a single unified platform, redefining customer engagement and positioning its employees to delight. After a deeper exploration of the Genesys Cloud™ platform, it scrapped the idea of transitioning to another provider; instead, it reinvested in Genesys with a renewed vision. “We considered offers from other contact center technology providers, none of which hit the spot,” added Drayton. “With Genesys Cloud, we saw a dynamic solution that could grow and evolve with our business. Not just a platform, but an innovation partner to help address capability gaps through extensive adaptation, open APIs and tapping into a wealth of resources available in the Genesys ecosystem.” Self-sufficient, holistic systems approach Recognizing the limitations imposed by its initial setup with physical edge servers, Prvidr switched to Genesys Cloud with Bring Your Own Carrier. Completed in just a month, the move soon unlocked benefits from advanced features such as Genesys Cloud AI, real-time analytics and transcription services. “Our success in customization speaks volumes for the platform’s comprehensive documentation, robust support structure and vibrant community,” said Drayton. “These resources streamlined the integration of bespoke solutions, allowing us to enhance our CX strategies without the need for external service providers. This DIY capability has saved us considerable costs, while enabling groundbreaking functionalities that are not available off the shelf.” Elevating efficiency and engagement Currently, Genesys Cloud enables advisors to support over 500,000 end users — effortlessly managing voice (inbound, outbound and callbacks), SMS, asynchronous chat (web messaging) and WhatsApp conversations. “We considered offers from other contact center technology providers, none of which hit the spot,” added Drayton. “With Genesys Cloud, we saw a dynamic solution that could grow and evolve with our business. Not just a platform, but an innovation partner to help address capability gaps through extensive adaptation, open APIs and tapping into a wealth of resources available in the Genesys ecosystem.” Self-sufficient, holistic systems approach Recognizing the limitations imposed by its initial setup with physical edge servers, Prvidr switched to Genesys Cloud with Bring Your Own Carrier. Completed in just a month, the move soon unlocked benefits from advanced features such as Genesys Cloud AI, real-time analytics and transcription services. “Our success in customization speaks volumes for the platform’s comprehensive documentation, robust support structure and vibrant community,” said Drayton. “These resources streamlined the integration of bespoke solutions, allowing us to enhance our CX strategies without the need for external service providers. This DIY capability has saved us considerable costs, while enabling groundbreaking functionalities that are not available off the shelf.” Elevating efficiency and engagement Currently, Genesys Cloud enables advisors to support over 500,000 end users — effortlessly managing voice (inbound, outbound and callbacks), SMS, asynchronous chat (web messaging) and WhatsApp conversations. “The aim is for the customer to only contact us once, in their preferred channel and get a successful outcome — with a human agent or by chatting 24/7 with our Genesys Cloud Knowledge bot,” said Drayton. Also, with the introduction of Genesys Cloud Predictive Engagement, advisors have a much better handle on website journeys. “Our advisors feel more empowered when it comes to tracking customers online and understanding their preferences and behaviors,” added Drayton. “Now they’re equipped with the information needed to offer proactive and personalized support, which is a marked improvement in how we engaged before.” Equally crucial to the Prvidr transformation was fully integrating Genesys Cloud with its CRM system, OpenAI, Microsoft Azure and bespoke systems. As the business continues to grow, new tools — such as routing improvements, quick chats and automated wrap-up codes — allow new employees to navigate between brands with minimal additional training. “The aim is for the customer to only contact us once, in their preferred channel and get a successful outcome — with a human agent or by chatting 24/7 with our Genesys Cloud Knowledge bot,” said Drayton. Also, with the introduction of Genesys Cloud Predictive Engagement, advisors have a much better handle on website journeys. “Our advisors feel more empowered when it comes to tracking customers online and understanding their preferences and behaviors,” added Drayton. “Now they’re equipped with the information needed to offer proactive and personalized support, which is a marked improvement in how we engaged before.” Equally crucial to the Prvidr transformation was fully integrating Genesys Cloud with its CRM system, OpenAI, Microsoft Azure and bespoke systems. As the business continues to grow, new tools — such as routing improvements, quick chats and automated wrap-up codes — allow new employees to navigate between brands with minimal additional training. “Now, our advisors can take on more responsibility at a quicker rate, thanks to the smart features and newfound systems interconnectivity enabled by Genesys Cloud,” said Drayton. “This has not only elevated service levels and balanced workloads, but also notably enhanced the efficiency of routine tasks, thereby improving our overall operational effectiveness.” Telling numbers The well-planned evolution of its customer experience and employee experience has positively impacted many KPIs. Results include a 50% decrease in average speed of answer, against a backdrop of reductions in staffing requirements (40%) and time to competency (35%) for new hires. And Prvidr retired eight systems, contributing toward a 20% improvement in employee engagement survey scores. “Within 60 days of launching, we actually reduced cost to serve by 40%, while increasing our average NPS from 25 to 55,” concluded Drayton. “Also, by consolidating our technology stack and reducing reliance on multiple vendors, we’ve achieved a 40% savings in operational costs, allowing us to reinvest in further customer service innovations.”

4% decreasein contacts requiring agent assistance~300% increasein call deflection and auto handling15% reductionin advisor hours18% increasein hourly contacts handled per agentCustomer satisfaction (CSAT) scoresconsistently above 4 out of 5Challenge Founded in 2008, PureGym Group holds market leading positions across the UK, Denmark and Switzerland, with recent entries into the US, Dubai and Saudi Arabia. Unlike traditional fitness centers, its disruptive customer-centric proposition is based around affordable membership fees (achieved through minimum staffing and unmanaged receptions), no fixed term contracts and 24/7 access to most of its high-quality gyms. However, rapid business growth came with a penalty. The company’s contact center in Leeds was predominately call-based and soon became stretched. In addition, agents were slowed down and couldn’t perform at their best because of different systems such as Mitel on-premises telephony, Citrix virtual desktops and multiple third-party apps. “We weren’t able to connect previous member interactions, or accurately plan and schedule resources,” said Michelle Kaye, Head of Member Services at PureGym. “And it was virtually impossible to upgrade our IT due to continuous 24-hour operations.” Solution Like most gyms, peak demand occurs from new joiners every January (New Year fitness regimens) and September (when people return to work or study). To keep pace, PureGym would recruit temps for up to three months, which was hugely expensive. Increased demand also inevitably impacted customer experience (CX) and employee experience (EX) by creating longer wait times, frustrated customers and abandoned contacts. With ambitious business growth plans over the next few years – and realizing a recruitment-heavy contact center model would be unsustainable – PureGym set about transforming its operating model. “We’d launched digital initiatives before, but they hadn’t been widely adopted by our members,” added Kaye. “So, our goal was to move to a more proactive, digital-first approach to stem rising operational costs without compromising service levels.” The first step was retiring on-prem systems and moving to an all-in-one, cloud contact center platform. Following an extensive tender, the company chose a proposal from Kerv Experience and Genesys. “Kerv Experience showed us how easy the solution was to use and to turn on new omnichannel features, AI automations and workforce management tools,” said Scott Adams, Member Services Manager for PureGym. “And, with Genesys, we also got the advantage of pre-built integrations and AppFoundry add-ons.” The project was executed in four workstreams to enable channel migration and remote working: ensuring seamless experience for members and employees; creating a knowledge library; introducing a chatbot to alleviate advisors of repetitive tasks; and developing internal apps and tools to enhance service. Guided and supported by Kerv specialists, PureGym had a smooth migration with virtually zero disruption. Several months later, it’s reaping the benefits. “Our contact center is now 100 percent digital,” said Adams. “As well as increasing self-service and deflection rates, we’re able to take advantage of automation opportunities that we simply never had before. And we no longer have the cost or logistical headache of call management.” Front of house is an online members area supported by a 40-member customer service team. They efficiently manage email, chat and social media (Facebook, Twitter and Instagram) interactions from a single unified desktop. Asynchronous Genesys Web Messaging was recently added, enabling international members in different time zones to start a conversation and return to it. Result Importantly, the company’s contact center is now able to manage peak demand more effectively thanks to improvements in tools, data and resource management. Agents feel empowered and engaged, as opposed to frustrated and demotivated by legacy systems. “This January, we had a 72 percent increase in demand on the previous month, which was 16 percent higher than the previous January,” said Kaye. “Despite this huge demand spike, we managed to grow our member base by 10 percent, while reducing agent hours by 15 percent.” In previous years, PureGym would recruit as many as 10 temporary staff, carrying their pay costs from mid-December (for training) for anything up to three months. Last January it didn’t have to take on any — testimony to the improvements. “AI and new automations have also allowed us to focus the human touch where it matters most,” said Adams. “For example, it helps when we’re handling safety issues and sensitive complaints such as possible harassment and welfare concerns in our gyms. Similarly, with the cost-of-living crisis showing no signs of abating, we’re having to manage more payment issues, where agents need to show more empathy and care.” PureGym can do many things it couldn’t do before such as adherence monitoring and seeing which agents are on and off queue. Now, with the correct tools, agents no longer struggle to work from home and perform better with data at their fingertips. In addition, gamification has injected fun and helped keep agents engaged, especially home workers. “We run regular competitions with leaderboards and rewards based on points, which can be spent on Amazon vouchers, Virgin experience days and other prizes,” added Adams. “Likewise, improved quality management processes mean our team leaders save time and provide more accurate feedback.” Built within two weeks, the first PureGym chatbot handles around 6,000 inquiries a week with many email requests successfully resolved through auto-replies. Should further assistance be required, agents can see all previous interactions at a glance, avoiding the need for members to repeat themselves. Other routine tasks, like scripting and form completion, have been automated as well. “Since implementing Genesys we’ve seen CSAT climb, with a consistent score of above 4 out of 5,” concluded Kaye.

Reducedwait timesEasierto manage agent scheduling100% of callslistened to for quality managementImprovedemployee experienceIncreasedtransparencyZero downtimeduring migrationCreating stronger businesses and communities QBE is an iconic global insurance company that’s been in operation for more than a century. Headquartered in Sydney with a local presence in 27 countries, QBE operates a large contact center operations division spanning four continents. And its 36 business divisions are run by over 4,000 people working throughout Australia, Asia, Europe and the US. QBE offers commercial, personal and risk management solutions. It’s driven by a purpose of enabling more resilient futures; helping create stronger businesses and communities; and giving its customers confidence to explore, innovate and take measured risks — secure in the knowledge they’re covered by a strong, resilient insurer. “QBE is committed to resilience,” said Scott Paterson, Global Unified Comms and Collaborating Manager at QBE. “We want to help to create stronger businesses and communities in the markets that we operate in.” QBE continually strives for greater consistency across everything it does, whether it’s the experience it provides to customers and partners, the performance of the business or the values that connect its people. Customer experience transformation When it comes to customer experience, QBE is focused on three core areas: make it easy to interact; understand each customer as an individual so they can be directed to the right person or place immediately; and earn the customer’s trust by showing them they’re valued. “At QBE, we want to make it simple for our customers and partners,” said Ned Papadopoulos, Head of Customer and People Experience at QBE. “No matter what age you are, no matter what demographic you are, we want to make it easy to interact with us. I’m really excited that Genesys Cloud can allow that to happen.” This mission was becoming increasingly challenging to deliver using its legacy systems, split across on-premises contact center platforms: Genesys PureConnect on-premises in Australia and Europe, and a different solution for North America. It meant double the workload maintaining multiple platforms and it couldn’t efficiently scale to enable a cohesive enterprise-wide customer engagement platform strategy. “When I started in my role in early 2021 and met with my contact center stakeholders, it was clear that the current platform wasn’t easy for our users and it wasn’t easy for our customers to do business with us,” said Paterson. “So, we met and we arranged to do something about that. We decided we wanted to transform our contact center platform from an on-premises legacy product to a new cloud-based platform.” Selecting a new solution Once deciding to embark on this transformation journey, QBE undertook a thorough RFP process to ensure a future-fit platform could scale with the business, with a broad global support footprint. “We had a long list of features and functionality that our business required, and we were able to score all of the market players against this list,” said Paterson. “It was key to us to ensure that we picked a partner who could collaborate with us, who wouldn’t just sell us products. We really wanted to seek out a long-term partnership that was going to meet our needs.” Genesys came out ahead for its features and functionality. Then the transformation journey to the cloud commenced. Phase one was spent successfully migrating to Genesys Cloud. The early part of the journey involved building, testing and training for the early cohort of agents and supervisors. Eleven months were then spent building, implementing and training for the full migration of over 4,000 agents and supervisors, and in late 2022 the phase one deployment was successfully delivered. QBE wanted to ensure they could replicate anything on Genesys Cloud that its user community were used to doing on the legacy platform. “Change management for QBE is a key focus through any delivery,” said Paterson. “We ensure we support our users through change, and we’ve done this throughout the Genesys delivery. We created training videos, vision clips and support guides. We had drop-in sessions and in-person training sessions. We ensured that all of our users were comfortable with Genesys Cloud and were comprehensively trained before we went live.” “Imagine transitioning 4,000 people to a new system without any drop in customer service,” added Papadopoulos. “That’s a massive achievement.” It was crucial that this migration happened over just a four-week period. Smaller teams migrated first, then other teams transitioned with complete confidence. It was also crucial for sales, service and claims teams to be deployed together, so as not to degrade the customer experience. “Genesys was with us the whole way through,” said Papadopoulos. “We couldn’t have done it without them. They’re here, they’re testing and learning with us, especially when the first deployment went live. They were constantly asking, did that work? Did it not work? What can we adjust? How do we get ready for the bigger teams that speak directly to customers?” QBE is now taking more than 9 million inbound and outbound calls on Genesys Cloud annually, in addition to having recreated over 9,000 reports and dashboards. A successful deployment is only the beginning QBE is now fully committed to optimizing Genesys Cloud for maximum advantage. It’s leveraging the range of features and functionality that are available out of the box, and the CX innovation available through the AppFoundry® Marketplace partner ecosystem. Genesys Cloud has allowed QBE to innovate while enabling it to maintain consistent service levels throughout the migration and not lose any customers. Contact center operations are now easier with the intuitive web-based platform. In the past, people had to come to the workforce planning team to access information; now, anyone can log in and access the information on demand. Department heads are now initiating their own self-service, listening to calls and configuring their own reports. They now have clear visibility over service performance, can easily access direct customer feedback and utilize these insights to drive improvements and efficiencies across their teams. Workforce schedulers love the ease of Workforce Engagement Management (WEM): it’s simple to plot multiple meetings in a few clicks, it’s easier to manage basic scheduling and reduced wait times are also improving. Another success for QBE has been tapping into the huge ecosystem of the Genesys AppFoundry for continuous innovation. One such initiative has been Daisee for quality management, helping automate quality assurance calls — something the legacy system was only able to manage for 0.1% of calls. Previously, employee teams had to manually listen to 1,000 calls each month; this is now completely automated with 100% of calls listened to and clear insights fed back to the business. “We’re really excited about AppFoundry,” said Papadopoulos. “It allows us to self-serve, understand what’s out there and what’s the next service level for our customers that we can innovate. That’s really exciting for both our customers and our partners, and from our regulatory responsibilities that we can actually make sure that we’re maintaining that. It’s amazing that our customers can feel that comfort that we’re ensuring a hundred percent of calls are reviewed, and that we are doing the right thing by our customers, and for our partners.” QBE understood that to deliver a seamless experience for customers it also needed to deliver the right experience for its people. Launching Genesys Cloud has been a large part of supporting its people on the QBE modernization roadmap. As the platform has improved its people experience, QBE now has passionate and highly engaged teams using a state-of-the-art system that supports them in their day-to-day work. Employees have also responded particularly well to the Genesys Cloud implementation, the way the implementation was managed, and the training, support and communication received. They can now see not only their own performance, but the performance of those around them as well, making them more vested in the results and giving them transparency to see what’s going on, live at all times. A bright future ahead QBE is working on its continuous CX evolution roadmap with Genesys Cloud. In adapting and implementing a more resilient cloud methodology, the insurer looks to leverage more support from Genesys as it builds a more stable environment for its teams and clients nationwide. Genesys Cloud has opened up a whole new world for QBE in terms of integrations to other systems, and they’re seeing teams of people worldwide undertaking innovative self-service development work to run automated processes integrated into Genesys Cloud. “This has been a great journey,” concluded Papadopoulos. “We were on a platform that was about to expire so we needed that relationship with the Genesys team. They were right there from the beginning for us when we were making that transition to the new platform, and sharing with us what it could offer.”

412% ROIin less than 3 months2-monthdeployment cycleIncreasedproductivity5-minute reduction in average handle timeFlexibility to meet changing needs with an easy-to-manage, cost effective solution When Quicken Inc., was a unit of Intuit Inc., the personal finance software business could rely on dozens of IT professionals to deploy and customize their contact center solutions. But when they separated from Intuit in 2016, the company’s customer care team realized they needed their own contact center solution — one that didn’t require hand-holding from IT. “We didn’t have the technology team to support customer care the way we were used to, like helping us with call routing, uploading IVRs or adding chat to our website,” said Ian Roberts, Operations Leader for Quicken. The pressure was on. Quicken had a short timeframe in which to build out their customer support infrastructure, and the number one priority was speed. The company sought a flexible, scalable solution that could be deployed rapidly. To fit their new style of doing business as a smaller, leaner company, Quicken also needed a cost-effective contact center solution that was easy to manage with minimal IT resources and could grow in line with the company’s future roadmap. They also needed to support emerging technologies; Roberts planned to add omnichannel features like screen sharing and chat to help agents provide faster, more effective service. Rapid deployment with continuous feature delivery After considering solutions from several providers, including Avaya, Quicken chose the Genesys Cloud platform, a public cloud solution that offers customer engagement, communications and collaboration functionality. The Genesys Cloud platform made it possible to achieve the rapid deployment Quicken needed. “We’ve spent up to a year to deploy previous enterprise systems,” said Roberts. “We deployed the Genesys Cloud platform within two months, which was faster than we expected.” Because the Genesys Cloud platform is based on a microservices architecture that runs on the Amazon Web Services cloud, it offered the reliability and flexibility Quicken needed to quickly and cost-effectively add services. In addition, the platform’s multi-tenant model translates to continuous feature delivery that doesn’t disrupt business. The reliable, continuous delivery of new functionality — on flexible pricing with multi-year, annual and month-to-month subscription options — lets Quicken keep pace with customer demand and stay competitive in a cost-effective way. According to Roberts, the responsive and dedicated Genesys team played an important role throughout the pre-sales and deployment process. “Genesys understood our business better than anyone else, and what it would take to delight our customers. In the beginning, we had hands-on, dedicated resources from the professional services team to help with implementation and to train us on everything Genesys Cloud. There was a personal touch that made us realize we had a true, long-term partner in Genesys.” Adaptable contact center solution eliminates reliance on IT “The greatest impact of the Genesys Cloud platform was how easily we could control the customer experience,” said Roberts. “We added new messages to our IVR in just a couple of minutes, which is something almost unheard of in our industry. And we did this without relying on IT experts.” The platform already has proven itself as a modern contact center solution for today and the future. To enhance the quality of customer service, Quicken began using screen-sharing capability — critical functionality that the company would have had to license at a considerable expense if it weren’t included as part of the Genesys Cloud solution. Agents can add screen share when handling voice or chat interactions, in order to gain a quick understanding of what the customer is experiencing and provide the right solution. “It has been so successful, we even incorporated it within the Quicken product,” said Roberts. “This has been a huge contributor in reducing average handle time over the past year from 31 minutes to 23 minutes on average per contact.” “The real beauty of the Genesys Cloud platform is that it’s constantly incorporating the latest and greatest features,” added Roberts. “So, however customer expectations change, we can adapt — and do it quickly and cost-effectively.” The all-in-one contact center platform also helped Quicken support seasonable business fluctuations cost effectively. “The pricing model for the Genesys platform has tremendously benefited us as a seasonal business,” said Roberts. “As we need to staff up or staff down, the platform is completely flexible, so we never have to worry about bandwidth or staffing issues.” Impressive ROI and payback in under three months As a cloud-based solution that requires minimal upfront capital, the Genesys Cloud platform delivered fast time to value — 412% ROI and payback in just under three months. By switching to Genesys, Quicken saved $65,000 in monthly fees to Intuit, plus the cost of an engineer to maintain network architecture and IVR technology. And productivity soared. In the first year of using the Genesys Cloud platform, Quicken reduced average handle time by an astounding five minutes. Not only did this improve the sales experience for customers, but it also contributed to reduced costs for Quicken. In the end, the Genesys Cloud platform meets all current needs, while preparing Quicken for the future. “The Genesys Cloud platform has given us super flexibility: We only pay for what we use now, and we can add users and innovative functionality immediately when we need it,” said Roberts. “In today’s digitally disruptive world—where customer service expectations are changing at lightning speed—this gives us a serious competitive advantage.”

Over $2.2 million saved in hardware and IT staff costs25% productivity gain with asynchronous web messaging45% of questions answered by virtual assistants90%+ customer satisfactionfor digital channelsIncreased employee job enrichmentand personal growthNew features deployedwithin days compared to four weeks beforeSeeking to enhance the customer experience Rabobank is on a mission to create a positive influence on people and society through financial services. The cooperative bank serves retail and corporate clients in the Netherlands, focusing on the global food and agriculture sectors. These operations comprise 89 local Rabobank branches, a central organization and specialized international offices. Consistently delivering an excellent customer experience is integral to its success. Yet disconnected on-premises products — including legacy Genesys and Cisco systems — meant its contact center teams couldn’t transfer contacts between branches, get a unified view of the customer or capture meaningful real-time data. Meanwhile, essential requirements like IP telephony, routing, reporting, voice recording and CRM system integration were getting more complex and harder to manage. The bank had previously deployed live chat, as well as creating Nina, a chatbot built on Nuance artificial intelligence (AI) software. However, that solution operated in a siloed fashion. Security compliance was another concern and software releases from the previous supplier tended to contain bug fixes only — not impactful new features and functionality. “We were seeing rising call and chat volumes, resulting in longer queues and wait times,” said Thom Kokhuis, Head of Conversational Banking at Rabobank. “Some of that traffic could be basic inquiries like checking balances, mortgage applications or reporting lost cards.” Entering the matrix Coupled with a company-wide cloud-first strategy, Rabobank has created a new conversational banking service model that runs on the Genesys Cloud platform. “We wanted a partner with a native cloud solution built from the ground up, rather than an on-premises product repackaged for the cloud,” added Kokhuis. “One that leaned towards DevOps wizardry and rapid innovation with open APIs and a microservices architecture.” A first for the Dutch financial services market, the new approach plots customer journeys on a matrix, with value to the customer on one axis and value to the bank on the other. For everyday matters, the bottom-left focus is “Time well saved.” Where human interactions are key for high impact, the top-right subject changes to “Time well spent.” Genesys Workforce Engagement Management ensures the bank always has the right human expertise in the right place at the right time. “Conversational banking is about intelligently steering customers to the most suitable digital channels like our app, 24/7 virtual assistant, asynchronous messaging tool or instant video calls,” said Kokhuis. “Ensuring they move seamlessly and friction free between those channels is equally important.” Seamlessly migrating over 80 departments The first private banking units with 600 concurrent users went live within 88 days. Rabobank repeated the process across more than 80 departments across the organization, successfully migrating 60,000 advisors (front office, back office and branch workers) — a feat accomplished in-house with minimal outside resources used. “Throughout the project, we met our target of zero incidents, loss of features or customer service disruption,” said Kokhuis. The bank has three principal customer channels: web messaging with a virtual assistant or live agent; voice, which has become a main channel since the COVID-19 pandemic began; and video with an empathetic role for customers making big financial decisions. Meanwhile, outbound communications proactively support marketing campaigns and security alerts. Useful bot and video integration Within a short time, Rabobank launched two virtual assistants running on Microsoft Power Virtual Agents that are integrated with Genesys Cloud via the Genesys Open Bot Connector; a new messaging channel to replace live chat; and 24sessions, a Genesys AppFoundry® Marketplace solution that enables agents to instantly send messages containing video call invites. “We were seeing rising call and chat volumes, resulting in longer queues and wait times,” said Thom Kokhuis, Head of Conversational Banking at Rabobank. “Some of that traffic could be basic inquiries like checking balances, mortgage applications or reporting lost cards.” Entering the matrix Coupled with a company-wide cloud-first strategy, Rabobank has created a new conversational banking service model that runs on the Genesys Cloud platform. “We wanted a partner with a native cloud solution built from the ground up, rather than an on-premises product repackaged for the cloud,” added Kokhuis. “One that leaned towards DevOps wizardry and rapid innovation with open APIs and a microservices architecture.” A first for the Dutch financial services market, the new approach plots customer journeys on a matrix, with value to the customer on one axis and value to the bank on the other. For everyday matters, the bottom-left focus is “Time well saved.” Where human interactions are key for high impact, the top-right subject changes to “Time well spent.” Genesys Workforce Engagement Management ensures the bank always has the right human expertise in the right place at the right time. “Our advisors can easily switch from a phone call or web messaging and escalate to a video conversation in a single click,” added Kokhuis. “We arrange around 15,000 video calls with customers each month, often for emotional life events such as buying a new house or dealing with a bereavement.” Better matching, best experience Personalization and reducing customer effort are also top priorities for Rabobank. To facilitate more seamless repeat interactions — such as those between a customer and a mortgage advisor — the bank’s CRM system identifies the caller and routes them directly to the same person whenever possible. Smart intent-based routing rules play a crucial role here. It determines where the customer conversation will be picked up and steers the customer to the best channel and most suitable advisor. Those rules detect factors like customer sentiment (using voice recognition analysis); current products and value; and cross-sell and up-sell opportunities. They also match contacts with wait times, skills and resources available at exactly the right moments. Meeting customers where they are The bank’s new cloud contact center platform improves resilience and agility — significantly reducing cost and risk for the business, clients and employees. And Rabobank can easily onboard new departments and launch extra channels, features and services — enabling it to speed innovation to customers faster than its competitors. “Web messaging is 25% more efficient compared to call handling, meaning we can serve more customers without increasing headcount,” said Kokhuis. “And since introducing video calls we’ve seen a noticeable uplift in new mortgage sales.” Shifting from voice to digital-first conversational banking delivers greater convenience and improved customer experience. Virtual assistants never sleep and answer around 45% of all questions 24/7. Web messaging volumes have risen from 15% to 20% of all interactions. These improvements have delivered customer satisfaction rates of 90% and above for these digital channels. Less effort, better engagement, happier employees Moving to a single omnichannel solution has positively impacted the bank’s top and bottom lines and performance KPIs. Decommissioning on-premises systems provided annual savings of $750,000 on hardware and $1,500,000 on IT staff costs. Business changes like new features or routing policies can be delivered in days — compared to four weeks before. “With asynchronous web messaging, we no longer have lengthy, hard-to-manage live chat queues as agents and customers can interact when the other party is offline,” said Kokhuis. “We’re also able to hold the customer’s place in the queue, reducing effort for them and us. And conversations can be easily resumed so they don’t have to start from scratch.” Also, employees get a better experience. With more digital tools to help solve complex, emotional situations, advisors enjoy greater job enrichment. And they have greater control of their workloads and personal performance against targets. “Before, our advisors handled phone or live chat conversations in separate teams,” concluded Kokhuis. “We now offer phone and video calls, web messaging and self-service using AI-powered virtual agents. Voice is no longer our primary channel but is offered for high-impact situations if a digital channel isn’t right.”

First Finnish outsourcerto offer AI-based service and sales solutions115% increasein sales28% FCR improvementand 4% CSAT increase20%cost savings25% increasein agent efficiency15% reductionin AHTNo looking back As the country’s leading outsourcer, Rainmaker is a shining example of the unique advantages Finland offers to clients looking for high-quality services and technological innovation. Expertly managing 15 million omnichannel interactions annually, Rainmaker helps clients update their customer service, as well as field and telesales strategies assisted by digital and AI innovation. “We originally implemented Genesys Cloud so we could quickly pivot to remote working during the pandemic, and haven’t looked back since,” said Henri Forss, Sales and Development Director at Rainmaker. “We felt Genesys had the best and most future-proof platform. And we learned loads from Genesys Professional Services, who made sure our first client migration went very smoothly.” Creating unique selling points Connecting nine offices in Finland and one in Spain, Genesys Cloud ensures 250 agents manage inbound, outbound, chat and email communications with total efficiency. That’s underpinned by Genesys Cloud Predictive Routing, which leverages AI to analyze hundreds of data points to detect patterns and connect contacts with the agents most likely to provide the best outcomes. “The technology speaks for itself, but the value of our partnership with Genesys goes way beyond that,” said Forss. “It’s about strong collaboration, experimentation and the willingness to jointly develop exciting client propositions — helping Rainmaker stand out through differentiated experiences with high-performing bots and predictive routing, for example.” Rainmaker was the first Finnish outsourcer to offer AI solutions for both customer service and sales. Other results achieved during the first year of deploying Genesys Cloud include a 25% overall increase in agent efficiency, a 28% increase in FCR and a 15% decrease in AHT. And the company realized a 20% cost savings, a 4% increase in customer satisfaction and up to 115% sales uplift for one client. Better positioned to win new business Previously, when bidding for new contracts, Rainmaker didn’t always find it so easy to fully satisfy tender requirements due to limitations with its other contact center solutions. “Clients often specify which systems they want our agents to use, along with other requirements like CRM, ERP and knowledge base integrations, which can all be bid showstoppers,” said Petteri Reponen, Business Manager at Rainmaker. “The Genesys Cloud open APIs and AppFoundry Marketplace make things so much easier. So, there’s less chance of losing out and more chance of winning new business.” Empowering agents to work using one single interface — and being able to physically show clients the advantages — is a massive advantage. It’s one that’s significantly bigger, thanks to the addition of nine new apps and integrations from the Genesys AppFoundry. Turning ideas into solutions As the Genesys Cloud user count has grown to 250 agents, the company’s innovation plan continues to accelerate. As one of Finland’s early adopters of Genesys Cloud Workforce Engagement Management, Rainmaker was already bringing AI-driven automation to forecasting, scheduling, agent assistance and knowledge base. The company will soon support the rollout of gamification and scorecards once sales data can be used with the solution. Also on the horizon are copilot and voice transcriptions to help make the agents’ work more efficient. And ready-made AppFoundry solutions will enable quick integrations with other systems. “We’re currently developing a voicebot with Finish language support to help a client improve their newspaper distribution,” concluded Reponen. “It’s a simple idea that would not have been on the table before.”

30% reductionin contact center costs20% increasein unique patient bookingsCentralizedcontact center modelCSAT and NPS scoressignificantly improvedAutomated quality and resource managementFastertime-to-innovationHelping people live better for longer The biggest private healthcare provider in Chile, RedSalud has nine ambulatory clinics, 33 outpatient centers and over 40 dental clinics. Services are geared around helping people live better for longer, through comprehensive medical and dental care for patients and their families — a mission that relies heavily on the performance of its 500 contact center agents. “For us, customer experience is all about empathy and caring,” said Juan Neme, Digital Patient Services Manager at RedSalud. “That starts by ensuring a great employee experience. Our contact centers handle nearly 500,000 calls a month — more during the colder months when sickness levels rise.” With scalability, reliability and cost-efficiency among its essential requirements, RedSalud wanted a digital-first approach with simple system integrations and shorter innovation cycles. Unifying contact center and healthcare systems Having scouted the market and taken advice, the company decided to replace its previous Avaya technology with the Genesys Cloud platform. “We knew Genesys was world-class with wonderful, easy-to-turn-on features that could really help us better orchestrate patient journeys,” said Neme. “And because it’s delivered as a cloud service, we could stop worrying about hardware, servers and downtime.” A phased migration has enabled RedSalud to centralize its contact centers for the first time and deeply integrate its appointment booking and scheduling system with Genesys Cloud. Equally importantly, users manage inbound, outbound, email and WhatsApp conversations using the same tools through a single user interface for maximum speed and efficiency. “Our agents have much more data available to them,” said Neme. “So, it’s easier to understand where the customer is in their journey and what’s on their mind. For example, they might be right at the start — experiencing symptoms and looking for advice or to see a doctor. Or awaiting examination results or requiring surgery.” “The support we’ve received from Genesys is great,” added Neme. “I feel they care about our business. If we have an issue, they are there for us and want to help.” Realizing digital-powered ambitions The Genesys Cloud platform is also helping RedSalud advance its vision for speedier, more effective customer experience. For example, it’s gained simple connections leveraging open APIs, plus automated attendant functionality for handling both digital and non-digital contacts. “Genesys acts as the overall brain orchestrating our incoming calls, emails, messages and third-party chatbot interactions,” said Neme. “Our patients welcome digital services for basic tasks like appointment scheduling, which we can now offer 24/7 cost effectively.” These efficiency and experience boosts are helping RedSalud transform the delivery of medical and dental care. “Our customer satisfaction and NPS scores have improved significantly, thanks to Genesys,” added Neme. “In addition, we’re seeing a 20% increase in unique patient bookings, while our contact center operating expenses have reduced by 30%. Cost-cutting was especially important coming out of the pandemic, not least because it frees up money for improving healthcare services.” Now, with a progressive digital roadmap and shorter innovation cycles, there are more exciting opportunities on the horizon. “We see Genesys as the experts in this space,” concluded Neme. “We’re able to learn what other companies are doing and think about the future, rather than how we are going to implement technology.”

30% to 40%more survivors supportedIncreased operationalvisibility and controlBetter balance of workloadsand well-being for employeesAdvisors can focuson survivors not systemsAI-guided journeysto help advisors prepare75 hours per weekof advisor time savedEradicating domestic abuse On any given day, Refuge services helps thousands of survivors — mostly women and their children — to overcome the physical, emotional and financial impacts of abuse so they can rebuild their lives. In 2019, the UK Home Office awarded Refuge a contract to operate the 24-hour National Domestic Abuse Helpline (NDAH) as its sole provider. Extra funding helped develop new digital and mobile resources such as live webchat and email enhancements. Shortly after, a British Sign Language (BSL) interpretation line was added, followed by a line dedicated to providing survivors of domestic abuse with information about refuge vacancies. Eradicating domestic abuse On any given day, Refuge services helps thousands of survivors — mostly women and their children — to overcome the physical, emotional and financial impacts of abuse so they can rebuild their lives. In 2019, the UK Home Office awarded Refuge a contract to operate the 24-hour National Domestic Abuse Helpline (NDAH) as its sole provider. Extra funding helped develop new digital and mobile resources such as live webchat and email enhancements. Shortly after, a British Sign Language (BSL) interpretation line was added, followed by a line dedicated to providing survivors of domestic abuse with information about refuge vacancies. Time-consuming systems Unfortunately, it wasn’t long before the limitations of this bolt-on IT approach began to appear. The disparate collection of legacy telephony, chat, web form and reporting solutions included Gamma Horizon Collaborate and Resource Connect. “Having to navigate various systems and remember many different logins was taking time away from survivor support,” said Ellen Patterson, Deputy Service Manager at Refuge. “So, we started to search for an easy to access and manage cloud-based system.” Greater flexibility was another reason for unifying communications. The goal was enabling staff and volunteers to transition from a central contact center in London to remote and hybrid working from anywhere in the country; this would, in turn, widen its recruitment reach and the availability of specialist skills. “Workers need a dedicated confidential space where no one can overhear or enter the room,” added Patterson. “The new technology had to be highly reliable in terms of sound deadening and audio quality so the person on the other end of the phone, who could be in a really difficult situation, is assured the line is secure and can hear you properly.” Bringing everything together As part of a strict tender process, Refuge considered seven different proposals. Two groups quickly emerged: self-managed solutions aimed at smaller organizations and full-featured corporate offerings with comprehensive technical assistance. “There was a clear gulf,” said Patterson. “Fortunately for us and callers, Genesys made it possible to close that gap with an attractive support wrap, favorable licencing terms and a highly configurable platform that required minimal software development.” To ease the migration, Genesys devised an extensive training framework to deepen understanding of NDAH advisers’ needs and opportunities and enhance their communication strategies. Refuge staff also benefit from Genesys Beyond online learning subscriptions, which develop expertise in building call flows and other efficient response tools. The new Genesys Cloud CX® solution consolidates all Refuge support channels — the NDAH, a referral line, BSL interpretation service, its website, webforms, live asynchronous chat and a chatbot — on one single platform. To manage the migration as seamlessly as possible, it was scheduled for a time when the NDAH has fewer calls and multiple advisers on shift. It was imperative that the NDAH experience no downtime to avoid the risk of help being unavailable to the survivors who rely on the service. “Our team are incredible and do a difficult job — some of them for over 20 years,” said Patterson. “So, while it’s easy to get ingrained and anxious about learning a new system, as soon as they started using Genesys Cloud, they found it was intuitive and not scary at all.” Bringing everything together As part of a strict tender process, Refuge considered seven different proposals. Two groups quickly emerged: self-managed solutions aimed at smaller organizations and full-featured corporate offerings with comprehensive technical assistance. “There was a clear gulf,” said Patterson. “Fortunately for us and callers, Genesys made it possible to close that gap with an attractive support wrap, favorable licencing terms and a highly configurable platform that required minimal software development.” To ease the migration, Genesys devised an extensive training framework to deepen understanding of NDAH advisers’ needs and opportunities and enhance their communication strategies. Refuge staff also benefit from Genesys Beyond online learning subscriptions, which develop expertise in building call flows and other efficient response tools. The new Genesys Cloud CX® solution consolidates all Refuge support channels — the NDAH, a referral line, BSL interpretation service, its website, webforms, live asynchronous chat and a chatbot — on one single platform. To manage the migration as seamlessly as possible, it was scheduled for a time when the NDAH has fewer calls and multiple advisers on shift. It was imperative that the NDAH experience no downtime to avoid the risk of help being unavailable to the survivors who rely on the service. “Our team are incredible and do a difficult job — some of them for over 20 years,” said Patterson. “So, while it’s easy to get ingrained and anxious about learning a new system, as soon as they started using Genesys Cloud, they found it was intuitive and not scary at all.” Special adaptations Determined to create a trauma-informed approach, the Refuge and Genesys project team wanted to ensure every survivor journey would be supportive and sensitive to the unique challenges they faced. Personal safety and security are built into Genesys Cloud. For example, chat messages and browsing histories are automatically deleted from survivors’ devices to prevent them from being discovered by abusers. Another significant modification was an extensive IVR system redesign. Recognizing that traumatized callers may find numerous questions overwhelming, the project team simplified menus — making support services more accessible and the experience less intimidating. Language is no longer a barrier, either. Previously, Refuge was unable to facilitate three-way calls and non-English-speaking survivors were referred to an interpreter service. Now, they’re able to indicate language needs in advance, enabling advisers to promptly arrange for appropriate support and avoid adding unnecessary distress. Clear visibility and control Callers phoning in have the option of using a voicebot with non-identifiable demographic data and the outcomes they want to get out of the conversation. That information is then presented on-screen when the call is routed to help better prepare the support worker. “It’s a big thing to pick up the phone and speak to someone about something so personal, so we would never want AI to replace the human touch,” said Patterson. “However, after speaking with Genesys about their future roadmap, we realized we would be doing our users a disservice not to consider AI for certain use cases.” Unlike before, supervisors are also able to effectively group and prioritize calls. They can see who is calling and how long they’ve been waiting. Should a call drop for whatever reason, they can quickly initiate a callback. Previously, feedback could only be collected over the phone. Now, that data has been enriched with insights from chatbot conversations, too. In the words of one survivor: “I just needed someone to tell me objectively what is happening in my relationship. I had the added bonus of someone making me, myself, seen and heard as well. I cannot tell you what a difference it made to be viewed with some kindness.” Implementing Genesys Cloud Web Messaging has enabled the NDAH to expand its live chat coverage by five hours each weekday. This in turn has improved access into the service for younger survivors who often feel more comfortable seeking support via text-based platforms than the phone. Crucially, it is also easier to balance employee workloads and well-being. “Matching a survivor calling in for the first time to a support service worker on the last ten minutes of their shift might not be the best choice,” said Patterson. “However, that advisor might have time to deal with a professional looking to make a referral. Likewise, we can see if an advisor looks exhausted from continuously handling calls and move them to our messaging channels to reset.” “Improvements achieved with Genesys Cloud are helping our teams to change more lives,” concluded Patterson. “In correlation with consistent staffing, we now project we are able to have as many as 40% more interactions, which translates to supporting an additional 300 to 400 more survivors a week.” Feedback from the NDAH team described the migration process with Genesys Professional Services as incredibly smooth, with no question too trivial for the Genesys team. It highlighted the ease of contact and flexibility of the Genesys project team, which contributed significantly to the success of the implementation and ongoing optimization. To learn more about the solutions featured in this study, visit www.genesys.com.

Wider rangeof service channels for customersRemote workingfor employees enabledDecreased handle timesReducedabandonment rate

Investment offsetby old system retirements90% of changeshandled without involving specialists48-hourmigration to home working35% increasein productivityRecord-breakingsales quarter Closed emailleads in one to three hoursDragged down by disparate systems Round Room leads and invests in companies serving the wireless industry. With its nationally recognized “Culture of Good” movement to give back to the community and its positive work environment, Round Room has been named one of Indiana’s top workplaces in 2020. The group’s first venture, TCC, evolved to become the leading Verizon authorized retailer in the US, with a flourishing network of stores in over 1,200 locations. Along with the retail stores, more than 40 agents based at the TCC contact center in Indianapolis manage the customer experience. For outbound sales and promotions, the company relied on Zultys telephony, HubSpot webchat, Salesforce CRM and other standalone systems. “Our fragmented IT model, which failed to incorporate SMS integration, made it hard to plan, execute and track campaigns,” said Ryan Ervin, Senior Director, Customers for Life, TCC Round Room. “Without a clear omnichannel roadmap, there was little scope for innovation.” Migrating with ease From a shortlist of three vendors, TCC chose the Genesys Cloud platform for its agility, simplicity and security. “Our goal is to continually create amazing experiences, so customers return to buy in store,” said Ervin. “Not only by flagging fantastic offers to upgrade or save money, but also by making life easier and more convenient. To do that, we needed a proven all-in-one solution like Genesys Cloud.” Carefully planned with a phased approach, the migration was seamless — and costs were offset by savings from old system retirements. Users were trained and up-to-speed within a couple of days. Now, the contact center has greater control and more opportunities for innovation. Previously, three IT specialists provided support. Now, 90% of tasks are handled internally; specialists are only called in to help with complex changes. Outbound is a good example of this. “By adapting the preview dialer in Genesys Cloud, we eliminated the need to hang onto calls to leave messages,” said Ervin. “Now, the system automatically steps in right before the call goes to voicemail, releasing the advisor for the next call. This has been massive for us. We’ve achieved a 20% performance improvement with 10% less agents.” Migrating with ease From a shortlist of three vendors, TCC chose the Genesys Cloud™ platform for its agility, simplicity and security. “Our goal is to continually create amazing experiences, so customers return to buy in store,” said Ervin. “Not only by flagging fantastic offers to upgrade or save money, but also by making life easier and more convenient. To do that we needed a proven all-in-one solution like Genesys Cloud.” Carefully planned with a phased approach, the migration was seamless — and costs were offset by savings from old system retirements. Users were trained and up-to-speed within a couple of days. Now, the contact center has greater control and more opportunities for innovation. Previously, three IT specialists provided support. Now, 90% of tasks are handled internally; specialists are only called in to help with complex changes. Outbound is a good example of this. “By adapting the preview dialer in Genesys Cloud, we eliminated the need to hang onto calls to leave messages,” said Ervin. “Now, the system automatically steps in right before the call goes to voicemail, releasing the advisor for the next call. This has been massive for us. We’ve achieved a 20% performance improvement with 10% less agents.” Coping with the unexpected TCC was one of the few Verizon resellers and phone retailers to stay open during the pandemic. It was quick to upgrade all stores in line with new safety measures, while protecting agents. “As a company, we felt our customers needed communications more than ever to check on friends and loved ones,” added Ervin. “Within 48 hours, we switched our agents to home working. They keep in touch and support each other via Genesys Chat. We could never have done that before. The technology just wasn’t there.” Coping with the unexpected TCC was one of the few Verizon resellers and phone retailers to stay open during the pandemic. It was quick to upgrade all stores in line with new safety measures, while protecting agents. “As a company, we felt our customers needed communications more than ever to check on friends and loved ones,” added Ervin. “Within 48 hours, we switched our agents to home working. They keep in touch and support each other via Genesys Chat. We could never have done that before. The technology just wasn’t there.” That agile response resulted in a record-breaking sales quarter. It was fueled by a sudden shift in channels as demand for inbound calls, email, webchat and SMS exploded during lockdown. Sometimes simple changes have the biggest effect. “Email with Genesys has been another revelation,” said Ervin. “We weren’t really doing inbound before. Our agents worked out of shared folders — reaching out to customers who had visited our stores in the past. Now, all incoming emails are correctly prioritized and routed. We normally call the customer, close the sale within one to three hours, and ship their purchase straight to their door.” That agile response resulted in a record-breaking sales quarter. It was fueled by a sudden shift in channels as demand for inbound calls, email, webchat and SMS exploded during lockdown. Sometimes simple changes have the biggest effect. “Email with Genesys has been another revelation,” said Ervin. “We weren’t really doing inbound before. Our agents worked out of shared folders — reaching out to customers who had visited our stores in the past. Now, all incoming emails are correctly prioritized and routed. We normally call the customer, close the sale within one to three hours, and ship their purchase straight to their door.” Intelligent data use and innovation Previously, managers and team leaders had to listen through hours of recordings. Now, using native Genesys Cloud quality management tools, they can quickly pinpoint moments where agents excelled or could have done better and offer immediate feedback. “Genesys Cloud means we no longer need three or four systems to do one job,” concluded Ervin. “Consequently, we’ve seen a 35% leap in productivity.” The future looks a lot brighter, too. With greater flexibility, the contact center can field calls at busy periods and relieve pressure on stores. Artificial intelligence (AI) and the introduction of bots is another possibility. TCC also plans further integrations to improve business intelligence through live contact center data feeds.

85% of customersself-serve using IVR and digital channels25% rise in first-contact resolution11% improvement in CSAT with NPS doubling22-point increasein eNPSOver $1.2 million annualIT infrastructure and support savings50% decrease in time spent on after-call workAiming for consistent empathy and care Founded in the UK, Sage now serves customers in 23 countries with solutions for managing accounting, HR, payroll, payments, construction, assets, real estate and enterprise systems. In France, the company’s third largest market by revenue, 600 agents across seven sites handle over 640,000 voice, chat and email conversations. Critical for enabling efficiency and resilience in millions of small and mid-sized businesses, as well as professional accountants, these interactions include frequent sales and support requests. But monitoring whether customers were being consistently handled with empathy and care was tough. Each channel used a different software platform, including a legacy on-premises system. They were hard to maintain, not scalable and incompatible with a cloud-based SaaS business model. Options for data and systems integration were also limited, making it impossible to get a 360-degree view of the customer journey. Other issues included inability to track KPIs and predict demand, and a lack of call and chat recording tools. “We could only listen in to live calls, which was time-consuming and delivered unreliable results,” said Fabien Borras, Director Customer Operations, Tools, Data and Service at Sage France. “So, we aimed for a bold digital-first model to create an empowered workforce and frictionless customer journeys. That meant moving teams, tools and technology into a single global cloud contact center.” Transformational possibilities emerge To drive its desired contact center transformation, Sage France chose the Genesys Cloud platform. “Along with attractive omnichannel features, it had the open APIs, innovation roadmap and support we needed,” said Fabien. “We initially relied on Genesys Professional Services for implementation services and knowledge exchange, but our users and IT team are now largely self-sufficient.” Another significant reason for choosing Genesys was gaining a single management tool to reduce call queues and integrate easily with other systems, such as the company’s Verint WFM, Microsoft Dynamics 365 for CRM, eMite wallboards and quality management tools. “By connecting Genesys and our Microsoft Dynamics 365 for CRM system we recognize 96 percent of customers and offer them personalized IVR journeys,” added Fabien. “A case is automatically opened, saving agents time and effort. We have a very low internal transfer rate of 2 percent and have linked and automated customer surveys based on CRM rules.” Turning agents into superheroes Effective research, training and communications activities were crucial to its success. Over 50% of agents responded to an online survey, ensuring valid results with respect to the digital transformation challenges it faced. “Based on these findings, we designed a Digital Superheroes campaign,” said Gaëlle Bissey, Quality Manager, Customer Operations at Sage France. “It was conceived by our agents, team leaders, coaches, product experts and the quality team, as well as colleagues from our internal communications and social media departments.” As an important company initiative to inspire more cross-departmental work, “Knocking down barriers so everyone can thrive” served as the theme for the first campaign. Each subsequent part was embodied by a superhero character fitting a specific behavior. “Agents were encouraged to train with Digital Allies,” added Gaëlle. “We used examples of common mistakes identified through quality management tools in Genesys to build a quiz, testing agents’ knowledge and recognizing the best performers.” Delivered in six-week sprints, the change management campaign became a broad initiative implemented across all Sage France departments and its customer service, relations and sales touchpoints. “We were able to pool knowledge and learning, not just around the technology migration, but the people and change management needed to create an amazing digital-first culture,” said Gaëlle. “Now, we have a center of excellence based around super-agents who build online training materials like videos, presentations, demonstrations and so on. As a result, employees feel more personally engaged, empowered and fulfilled in their work.” Solid improvements across the board Having a customer experience (CX) approach that’s more customer- and employee-centric positions Sage France to drive further trust and loyalty. “Digital adoption is up 19% and more customers visit our digital forum and knowledge base than ever before, with usage up 170%,” said Fabien. And Sage France delivers more efficient service. First-contact resolution increased 25% — compared to a target of 16% — with 85% of customers now self-serving through IVR or digital channels. As a result, CSAT score improvements averaged 11% — almost tripling the target. NPS also doubled since implementation, reaching as high as 60 to 70. Employees have also noticed the change. Over 75% of agents said they found the new quality assurance process helpful, rising to 90% among those using the full suite of tools. Agent schedule adherence is holding steady at 96%, while time spent on after-call work has halved. Not surprisingly, eNPS rose by 22 points, and Sage France has also been recognized by the prestigious Glassdoor 10 Best Places to Work in France list. The move to Genesys Cloud provided financial benefits as well. Along with a 42% reduction in call volumes, the company retired two legacy systems for more than $1.2 million in annual IT infrastructure and support savings. Coordinating every step of every experience By investing in a CX transformation, Sage France is now able to orchestrate each customer experience and deliver seamless customer journeys across all channels, with greater empathy and care. This is supported by enormous gains in digital adoption and its CSAT and NPS ratings. “The three traits consistently ranking highest in our customer sentiment analysis are listening, kindness and professionalism,” said Gaëlle. “Our agents greatly enjoy the new self-evaluation tools and can monitor their own performance and development against targets, which they couldn’t do before.” And, thanks to improvements in systems integration and quality assurance, Sage France has better visibility of service and follow-up actions as its customers switch channels. “Previously, we struggled culturally and technically to support customers in a digital-first fashion,” concluded Fabien. “Through excellent cross-border and cross-functional collaboration — and superhero-modeled teamwork — we standardized technology, adapted our processes and devised new ways of working, straight from scratch.”

25%improvement in staff productivity 20%boost in revenues and sales conversions20%increase in operational efficiency From doorstep sales to digital interactions Few founders understand the value of human contact like Titus Jumper. The CEO of California-based Sales-Hub, a company that specializes in delivering marketing campaigns for the telecommunications industry, started out as a door-to-door salesman at 19. That experience has helped define a company that now uses the latest digital technology to achieve a 6,000% year-on-year growth and is betting heavily on artificial intelligence (AI) tools for future success. “For us it is vital to build a significant, positive relationship that builds loyalty and long-term customer retention,” said Jumper. “In our business we place deep value on offering attentive, friendly and transparent care, guaranteeing that every client feels appreciated and well attended.” What has changed is that the kind of personal relationships previously possible with door-to-door sales now must be earned on the phone or online. And that was not easy for Sales-Hub in the early days, because its customer experience (CX) platform was not up to the task. Improving workflow management Sales-Hub, founded in 2022, works with telecommunications providers such as Excess Telecom to deliver integrated full-funnel sales campaigns spanning a range of digital channels, from online media and websites to email and phone. More than 80% of the company’s 200-plus employees are contact center agents, working remotely or from the centers the company has in Mexico and the Philippines. Originally, they relied on a Readymode customer engagement platform for outbound calling, along with ManyChat for chat marketing and MoneyMonkey (now Customers.ai) for messaging automation. The mix did not work as well as Sales-Hub hoped. “The lack of visibility, workflows, personalization and integration, along with an absence of agent key performance indicators, had a significant impact on the sales operation, affecting the evaluation of agent achievement and the quality of the service,” said Edgar Celaya, Director of Sales and Contact Center at Sales-Hub. With telecom clients pushing the company to reach more customers in less time, via channels as diverse as the phone, chat and email, Sales-Hub began looking into the possibility of switching to an integrated CX platform with greater personalization potential. The power of an integrated platform Working with Mexico-based CX specialist ESMT, Sales-Hub looked at the offerings from platform vendors including Avaya, Five9 and Readymode. But it soon became apparent that the most complete option was Genesys Cloud CX®, which combines omnichannel routing across voice and digital channels with a comprehensive interface, speech and text analytics, and unified communications and collaboration. Genesys Cloud CX also offers AI-enabled workforce engagement management (WEM), an important capability for a fast-growing, hardworking contact center business such as Sales-Hub. Other attractive features included the ability to integrate the Genesys platform with Sales-Hub customer relationship management software, and the fact that the CX system was Payment Card Industry certified and hosted in the cloud. It took around four weeks to define the requirements for the Genesys platform, and a similar span to carry out the implementation and migration from Readymode. “The experience with ESMT has been exceptional from the beginning,” said Celaya. “We believe it was key to have daily sessions between our teams to align our requirements, document them and carry out constant testing. Thanks to this dynamic, we were able to improve the efficacy of our indicators, accelerate development, generate new solution ideas and foster continuous improvements in customer experience, which has contributed to a strong increase in sales and billings.” Driving sales growth The Genesys platform has helped deliver a 20% uplift in revenues, and a more than 20% boost in sales conversions, by making it easier to segment and schedule campaigns. Plus, there has been a 15% improvement in payment processing, thanks to the implementation of automated reminders. Meanwhile, the company has seen a 25% increase in productivity and a 20% uptick in operational efficiency with the use of a Genesys Cloud WEM module for work scheduling. Automated scheduling of training sessions has resulted in a 50% increase in course completion rates. “Thanks to these tools, we’ve been able to personalize our service, optimize response times and predict the needs of our clients, which has significantly improved their experience and the revenues we generate,” said Celaya. “These advances have not only increased our operational efficiency but also strengthened our sales opportunities and the relationships with our clients, allowing us to provide greater intimacy and accessibility through different voice and digital channels.” Moving toward an AI-enabled future Today, Sales-Hub is moving even further into the digital domain through the launch of their own products, such as Jovee.ai, a next-generation AI platform that supports sales and customer support via chat, text and phone calls. “Our vision is to position ourselves as leaders in our market niche, combining innovation and personalization to offer solutions that are fast, efficient and linked to the needs of each client,” said Jumper. Genesys Cloud CX, and an AI bundle that Sales-Hub has acquired alongside it, will be key to achieving this vision. “Genesys has given us advanced tools and solutions that optimize the efficiency and quality of our client services,” said Celaya. “Thanks to Genesys’s experience in AI, automation and data analysis, we can offer a highly personalized service, speed up the sales process and immediately identify areas of opportunity. This allows us to anticipate our clients’ needs.” To learn more about the solutions featured in this case study, visit www.genesys.com.

30–40 FTEfinancial saving equivalent90% increasein supervisor efficiencyReductions inhold time and handle timeFirst choice for Japanese investors SBI Securities, a pioneer in digital trading, became the first Japanese securities company to surpass 13 million accounts in 2024. The financial services firm enjoys a leadership position founded on high-quality investment information, real-time tools and attractive products enjoyed by clients as a secure, hassle-free trading experience. Keeping everything on track are 500 contact center operators in the Customer Success Promotion Department. Unfortunately, rapid business growth exposed the limitations of the company’s traditional on-premises systems and made operations increasingly difficult. “Our customer base had more than doubled year-on-year,” said Yuji Kawata, Customer Success Promotion Department General Manager at SBI Securities. “We tried adding IVR self-service options and hiring extra staff, but our operators still struggled to deal with large call volumes using our old technology. And we had to rely on an external support for system changes, which could take several months to complete.” Intense high-pressure environment SBI Securities scouted the market for a partner with a proven track record in contact center transformation for large operations. Atop the list of business requirements was scalability, eliminating the risk of ever missing or losing a potential trade due to the phone system reaching capacity. Another was ease of use and ensuring operators were empowered to manage multiple calls, clients and trades concurrently while staying calm under pressure. Planning for innovation and digital capabilities were also key considerations. The Genesys Cloud platform scored highest in all these categories. Today, the platform enables SBI Securities to handle about 10,000 daily inquiries with consummate ease. “Our old system operated in English and was difficult to use,” said Kawata. “Genesys is very intuitive and can be understood in Japanese at a glance, making life much easier for our staff. That’s reflected in our reports, which show reduced wait and call times — meaning customers spend less time queuing and being served.” Additionally, with the previous customer experience (CX) solution, supervisors would have to save call recordings in different places, listen to the audio and score each interaction. Now, they have all the tools and data they need in one place, considerably reducing time and effort. “Our supervisors work more efficiently and spend 90% less time completing quality management tasks and operator performance evaluations,” added Kawata. Firmly in control Crucially, by transforming business agility, Genesys Cloud enables SBI Securities to continue to grow without compromising customer experience or financial performance. Previously, setting up a new contact center involved long lead times and significant costs. Not anymore. “Telephony infrastructure was a huge cost, which we’ve been able to reduce significantly,” said Katawa. “The financial saving is equivalent to 30 to 40 new hires — money that can be used to pay for more people, employee benefits or customer satisfaction improvements.” To keep pace with CX and digital innovation, the firm has introduced customer success managers. They meet regularly with major clients to discuss future service enhancements, confident in the knowledge they will be fully supported by Genesys digital and AI capabilities, plus weekly new feature releases. To learn more about the solutions featured in this case study, visit www.genesys.com.

86% of inbound callsresolved on first contact90% of calls handled in less than 90 seconds90% of agents satisfiedwith Genesys solutions6% increasein chat conversationsIncreasein customer satisfactionImprovedagent efficiencySchneider Electric is leading the digital transformation in energy management and industrial automation to meet the future challenges of efficiency and sustainability across industries, buildings and homes. Customer-centricity is part of the very essence of the Schneider Electric brand, designing and marketing innovative connected products for homes, data centers, the service sector and infrastructure. Its solutions are marketed both directly to key accounts and through networks of distributors, installers, integrators, energy providers and craftsmen. “With our connected technologies and customer support services, life is on everywhere, for everyone, at all times,” said Irina Zubova, Vice President, Digital Sales and Customer Support Enablement, E2E Digital Customer Relationship at Schneider Electric. “Our objective is to make both our equipment and our services increasingly digital for our customers. And at the same time, we are working hard to become the most digital company in our industry — transforming the experience of employees and especially the experience of customers.” The group’s global digital transformation began several years ago with the company reaching a high level of digital maturity — which was demonstrated during the COVID-19 pandemic. On the one hand, the strategy aims to make Schneider Electric equipment and services increasingly digital. On the other, it seeks to transform the experience of employees and customers by providing seamless, omnichannel experiences with the offer of complete self-service via the mySchneider web portal. “We are building the future of a new global experience,” said Irina. “We are evolving 7.5 million annual interactions to ensure that 60% of sales requests and 80% of support requests are fully digitalized by 2025.” Simplifying in the cloud To ease this transition, the company switched from the Genesys Engage on-premises solution to the Genesys Cloud platform. Reasons for moving to the cloud included simplifying the management of aging IT infrastructures, facilitating interconnections between countries (24/7 skill sharing), and easily implementing new contact center functionality like new digital channels. With a presence in more than 100 countries, Schneider Electric decided to implement a common CX foundation with the ability to customize according to local needs. A project was launched to harmonize and modernize tools across several countries. Success was defined around four pillars: increasing self-service, bringing in automation through digital and offline assistance, creating innovative contact centers as a true omnichannel hub, and improving outcomes through the identification of new sales opportunities obtained from conversations with teleconsultants. “Our objective was above all to set up a logical customer support function with an omnichannel strategy, whatever the channel chosen by customers — web portal, bots, phone, email or chat,” said Jean-Pierre Nicolas, Customer Support — Project and Run, Digital Sales and Support at Schneider Electric. “We wanted to handle real-time interactions through aggregated routing strategies directly to our agents and virtual agents,” added Jean-Pierre. “Genesys Cloud enabled all of this while maintaining the same ergonomic agent interface with zero risk. This cloud platform allows us to create a holistic customer experience and simplify maintenance.” Broaden the range of channels with consistency The variety of customer profiles led Schneider Electric to define differentiated service models across 13 support case categories: generalist pre-sales or after-sales (catalog questions), technical relating to products or application systems, commercial, order management and associated services, and special cases requiring premium support. “We benefited from strong upstream collaboration and above all the involvement of Genesys architects and service professionals, both for the build and deployment stages,” said Jean-Pierre. “Customer requests are handled through our websites, mobile applications and within our 62 global contact centers.” For inbound calls, the IVR has been redesigned to perform routing by keywords to reduce wait times. Schneider Electric has also implemented callbacks. In a second phase, the IVR redirects callers to self-service channels and virtual agents, resolving issues faster. Now 3,200 employees working in 15 different languages use the Genesys Cloud solution to handle customer situations that require personalized service and inquiries. “Traditionally, inbound customer requests are mainly dealt with over email and the phone. However, over the last 12 months, we have seen a 6% increase in chat conversations,” said Jean-Pierre. “Our customers expect us to help sustain the value of their investments in our equipment,” added Irina. “By offering ingenious, user-friendly, digital customer interactions that provide efficiency, we contribute to the profitability of our company and the satisfaction of our customers.” Applying AI to automate digital customer experiences intelligently The rise of AI-assisted bot services or web self-services has taken place gradually, driven by the project team. “We are in a strong position to lead large-scale digital transformation for our customers, partners and employees through these innovations,” said Javier Campos, Principal Project Application Engineer at Schneider Electric. The bots detect intentions that can be resolved by agents and, in turn, suggest the customer continues through a chat exchange. “We want to offer the possibility for customers to swap between self-services and personalized support while maintaining the same relationship,” said Jean-Pierre. To further enhance the customer experience, Schneider Electric is exploring future AI capabilities like predictive routing and sentiment analysis for voice and chat interactions. Providing employees with best-in-class work experiences Capable of managing the entire customer experience, the Genesys Cloud platform has been integrated with the company’s Salesforce CRM system. Now, agents update information within a single interface. The open APIs of Genesys Cloud also greatly simplify ERP and other integrations as well. By increasing agent efficiency through improved scheduling via Genesys Workforce Engagement Management, Schneider Electric can better support employee work-life balance and career opportunities. With new tools, agents are better prepared to deliver an exceptional experience with every interaction — through optimized touchpoints at every stage of the customer journey. Agents are overwhelmingly positive about using Genesys Cloud, with 90% being satisfied with the transition. They enjoy the simplification, stability and improved performance of the solution. “Our customers expect quality service and strong, long-term support before and after their purchase,” said Irina. “We will achieve these goals with the help of our amazing colleagues, along with our data-driven digital mindset and our ambition to harness the power of AI throughout our company.” The company’s mySchneider portal provides a single entry point where customers can view their order, product and service information. In the past, agents would spend a lot of time on routine questions. But the company’s aim is to answer the most frequent and simple requests through self-service with dynamic FAQs, chat and bots via the website. This will allow agents to focus on the most complex requests or allocate time to prospects and outbound activities. Schneider is looking to the future, where digital transformation creates more opportunities for self-service. “Within two years, we want 75% of customers with simple assistance requests to self-serve,” concluded Jean-Pierre.

ImprovedCSAT scoresIncreasedagent productivitySingle viewfor all customer interactionsSimple integrationwith CRM solutionConnect with customersacross multiple channelsCommitted to being the most customer-centric bank in the Philippines, Security Bank is guided by its brand promise: “Better Banking Begins Here.” In pursuit of this mission, Security Bank embarked on a journey to enhance its contact center platform. Today, Security Bank is recognized as a banking leader in the Philippines — serving a diverse portfolio of retail, commercial, corporate and institutional clients. Aspiring to curate superior experiences for external and internal customers, Security Bank moved away from an outsourced, Avaya-based contact center and turned to Genesys for its future-ready capabilities. “The versatility of the cloud-based model truly empowered us to be highly effective by helping us elevate our external customer experience and optimize our internal organizational processes,” said Lucose Eralil, Head of Enterprise Technology and Operations at Security Bank. Harnessing the cloud for flexibility Because of its minimal IT resource requirements, easy-to-use architecture and scalable infrastructure, the Genesys Cloud platform, hosted on Amazon Web Services, enabled better integration with the bank’s various systems. “The cloud-based architecture model helped integrate major CRM and marketing solutions into one platform, providing improved visibility among contact center agents and an overall better customer experience,” said Eralil. Furthermore, its plug-and-play capabilities enable IT teams to selectively integrate the essential components into their platforms with minimal disruption, freeing up development resources for high-impact projects. But the most crucial factor in selecting the cloud-based contact center was its ability to experiment while staying true to its security standards. “The ability to innovate rapidly was impressive, but its ability to stay HIPAA and PCI compliant is what solidified our decision of utilizing Genesys Cloud,” said Eralil. Beyond its adaptability and agility, the platform also ensures interactions between the bank and customers occur seamlessly and within a secure environment. Enabling a seamless omnichannel experience “As a customer, it is important that we ensure your journeys remain efficient, irrespective of the channel,” said Eralil. “We aim to have customer journeys that realign themselves, depending on the channel people interact with.” To deliver these consistent experiences, Security Bank prioritized creating a solution that could aggregate all customer insights in one location and track previous interaction histories seamlessly to enhance physical and digital services. With the integration of the cloud-based architecture, agents in Security Bank can now receive customer interactions like voice calls, chats, text messages, emails and social media messages in real time — all captured within a single, consistent interface. This is further improved with actionable real-time data and predictive analytics, which empower agents to deliver personalized services tailored to each customer’s unique needs. Keeping agents engaged and motivated When the pandemic required a shift to a hybrid work model, Security Bank needed a solution to support a remote work environment. “Genesys offered a rapid response program that allowed us to migrate to work from home within a three to four-week timeline for all of our contact centers,” said Eralil. With Genesys Workforce Engagement Management (WEM), the bank has improved the engagement of its staff. Scheduling and forecasting takes less time for management, while agents have more flexibility to adjust their schedules. Quality management tools, like speech and text analytics, have allowed Security Bank to assure compliance across interactions. Security Bank also deployed a robust speech-enabled IVR system as the initial customer touchpoint. The IVR assists customers with routine queries, streamlines inbound and outbound flows, and improves efficiency. It saves agents’ time and allows them to focus on more complex tasks, ensuring high-quality customer interactions and directly improving the CSAT score. Looking to the future Security Bank is proactively embracing artificial intelligence (AI), focusing on generative AI, as part of its digital transformation initiatives. As the bank progresses toward a more integrated ecosystem, it envisions close collaboration with Genesys to harness its ever-evolving capabilities in delivering an exceptional service experience that customers can trust.

95% of inquiriesanswered with no human interactionSignificant cost savingswith drop in callsImproved accuracyand speed of answerSimple setupand intuitive interfaceSee Tickets, an international ticketing service based in the UK, sells and distributes millions of tickets for concerts, theater performances, festivals, comedy shows and lifestyle events. At any given time, there are around 40,000 events listed on its website. Its customer service team had been responsible for answering an extensive range of queries on these wide-ranging events. And, as a result, its call centers were under enormous pressure. “It was labor-intensive, costly and — with over 40,000 events on sale — it was almost impossible for our staff to know every detail about every event from a customer service perspective,” said Rob Wilmshurst, CEO of See Tickets. To handle customer inquiries at scale and improve their customer experience, the company began exploring artificial intelligence (AI) solutions. Seeing the possibilities of AI See Tickets had never used AI before, but the nature of the challenge made the need for automation clear. Wilmshurt’s team was introduced to Genesys DX through a live demonstration of the AI-powered customer engagement platform. Before long, the team began to understand how it could use Genesys DX — and the cost savings it could offer. “Within minutes, we set up a few frequently asked questions and challenged the artificial intelligence with a range of sometimes deliberately stupid questions to see how the FAQ search responded,” said Wilmshurst. “It responded accurately, and we were immediately impressed. The interface is very simple to understand and gave us confidence this was a tool the existing call center and customer service staff could work with.” As soon as See Tickets decided to introduce Genesys DX, it began implementing the solution and was pleased with the ease of use. “The setup process was simple and intuitive and was deployed immediately to the customer service team without much effort from the technical parts of the business,” added Wilmshurst. Improving service at scale With its AI chatbot in place, See Tickets quickly noticed improvements in the efficiency of its customer service department. A dramatic reduction in calls soon resulted in significant cost savings. Since introducing Genesys DX, See Tickets has been able to respond to 95% of its inquiries with no human interaction at all. Additionally, the team immediately has far more time to focus on customer queries that require human intervention — enabling them to provide the best in customer service without the time pressures that had previously made their roles difficult. Customers have also benefited from the chatbot. The accuracy of information has improved, along with the speed at which customers can access it. And the company has been able to provide consistent advice, with its team pre-qualifying every answer. AI hasn’t just helped with fielding customer inquiries. The technology also works harmoniously alongside See Tickets staff, supporting the team and providing the data needed to power growth. The real-time insights of Genesys DX have enabled the team at See Tickets to access invaluable information on how customers receive answers — and the accuracy and usefulness of those automated answers. In some cases, the dashboards have acted as an early warning system, helping See Tickets manage issues with improved efficiency, establish resolutions quickly and update content for immediate impact. As a result, the chatbot’s breadth and quality of knowledge gets increasingly better over time.

Over 1 million citizens helped in 202024-hour setup timefor disaster response support733% increasein staffing6 new servicesintroducedCreated COVID-19 hotlinesfrom scratchEmphatic by nature Few organizations deliver on customer empathy better than Service NSW. Providing over 7 million citizens with access to government services, the Australian agency is supporting huge growth in the volume, diversity and complexity of its transactions. In late 2019, its contact center was put to the test when the worst-ever Australian bushfires engulfed the New South Wales region. In just four days, Service NSW stood up a special taskforce to help people who had lost everything — often giving life-saving advice about what to do with livestock and evacuation routes. “Nearly 47,000 fire-related calls, chats and emails poured in through our Genesys platform,” said Sue Ferguson, Director of Contact Centers at Service NSW. “We dealt with everything from medical queries and temporary housing options to financial assistance for those who lost their homes or jobs.” Process re-engineering But technology enablement was only part of the story. In addition to extending to 24/7 services, Service NSW refined its recruitment processes to rapidly onboard and train new staff with crisis management skills. It built solid relationships with non-government organizations across New South Wales — enabling maximum assistance for area residents. And, recognizing the nature of its crisis calls, it introduced trauma training and onsite counseling care for staff. Still going strong today, its Disaster Welfare Assistance team comprises 55 dedicated agents and 63 physical storefront advisors. A single hotline enables bushfire-affected residents to kickstart their recovery by accessing hundreds of public services from all layers of government. Empathetic by nature Few organizations deliver on customer empathy better than Service NSW. Providing over 7 million citizens with access to government services, the Australian agency is supporting huge growth in the volume, diversity and complexity of its transactions. In late 2019, its contact center was put to the test when the worst-ever Australian bushfires engulfed the New South Wales region. In just four days, Service NSW stood up a special taskforce to help people who had lost everything — often giving life-saving advice about what to do with livestock and evacuation routes. “Nearly 47,000 fire-related calls, chats and emails poured in through our Genesys platform,” said Sue Ferguson, Director of Contact Centers at Service NSW. “We dealt with everything from medical queries and temporary housing options to financial assistance for those who lost their homes or jobs.” Process re-engineering But technology enablement was only part of the story. In addition to extending to 24/7 services, Service NSW refined its recruitment processes to rapidly onboard and train new staff with crisis management skills. It built solid relationships with non-government organizations across New South Wales — enabling maximum assistance for area residents. And, recognizing the nature of its crisis calls, it introduced trauma training and onsite counselling care for staff. Still going strong today, its Disaster Welfare Assistance team comprises 55 dedicated agents and 63 physical storefront advisors. A single hotline enables bushfire-affected residents to kickstart their recovery by accessing hundreds of public services from all layers of government. Above and beyond Genesys Cloud allows Service NSW agents to address and manage customer concerns across a variety of channels, including calls, email and chat — all through a single interface that lets them fully concentrate on their quality of care, rather than toggling between multiple screens and applications. Paul Taylor has been with Service NSW for about nine years. One day, he answered a call about an automobile registration and spoke with the customer about another topic: their well-being. After several minutes, Taylor learned the caller had lost her husband — a brave firefighter — in the bushfires and hadn’t received much help. Contact center technology wasn’t an inhibitor; it enhanced Taylor’s experience and his ability to connect with empathy. “I just treat people like they’re my best friend and if you ask the right questions, they’ll open up to you,” said Taylor. “The customer wasn’t aware she was eligible to apply for a new grant to assist with her loss. By the next day, we’d raised a compensation claim for her late husband, without burdening her with loads of paperwork.” Cloud-powered agility While the bushfire response demanded compassion and sensitivity, the scale of customer contacts and the financial impact of the COVID-19 pandemic soon dwarfed those challenges. Service NSW gave priority to maintaining its service levels and protecting its staff by switching to a work-from-home model. “With our agile Genesys Cloud solution, it was pretty easy to add a COVID hotline and rapidly scale up as calls peaked from around 2,000 to 25,000 over a single weekend,” said Ferguson. Approximately 677,000 COVID-related calls later, Service NSW has helped over 1 million residents and businesses get the vital support they needed, when they needed it. Sometimes highly stressful, these conversations have included previously successful companies on the brink of collapse, tenants who became unemployed and worried about eviction, and concerned family members who weren’t able to visit sick relatives because of border closures. New citizen-centric services To cope with its huge growth in contact volumes, the agency expanded from 30 to more than 250 people working virtually across New South Wales — a 733% increase in 12 months. And it launched six new services, further improving the experience. Citizens concerned about COVID-19 can always get information and answers fast. “Our chatbot handles as many as 54,000 inquiries a week, successfully resolving around 74% the first time and transferring the remainder to an agent for a live webchat,” said Ferguson. Using its My Service app, residents can arrange pathology tests or check into COVID-safe venues. They also benefit from a COVID Assistance Finder tool and the Cost of Living Assistance service, which offers a callback option and helps reduce homelessness with more than 70 rebate and savings programs. With Genesys, the Service NSW team can serve more customers, more efficiently. They continue to exceed their target results with 64% of calls answered within 60 seconds. The agency believes in equipping customer service agents with the right technology to deliver amazing results for its customers. In fact, technology is essential in delivering those experiences. “Genesys is the foundation that enables us to provide genuine care, empathy and tailored solutions in collaboration with our partner agencies,” concluded Ferguson.

Substantial improvementin customer arrearsDecreasein operating costs99.9% platformuptime100% increasein contact levels100% of operationsrelocated because of COVID-19Adaptability Seyco is the debt collection division of Líder Bci Servicios Financieros, a financial retail company based in Chile that serves more than 3 million clients in all regions of the country. Its main product is the Líder Bci credit card, which offers insurance, assistance services and consumer credit. The culture of change is imprinted in the history at Seyco. From being a national tele-collection company, it became part of a multinational company. And it was integrated into a company of Banco Bci, the third largest private bank in Chile. From debt collectors to financial advisors Seyco wanted to innovate a business strategy in which recovery tasks were focused on consulting and collaboration. “Today, more than debt collection, we provide financial advice to our clients. We want to collaborate with them so they can continue using our products. This is our new culture,” said Mauricio Reyes Figueroa, Digital Development and Data Strategy Manager at Seyco. But Seyco soon discovered that its technology-based infrastructure, which ran on Aspect on-premises, hindered innovation. “We had nine different servers that produced at least three productive incidents a week, such as call cuts or system crashes,” said Reyes Figueroa. Accelerated digital transformation At the beginning of 2020, Seyco decided to change its contact center technology to execute its new client relationship strategy. A critical point was to find a solution that would allow a quick and smooth transition, since it could not halt operations. “I was looking to generate disruption; I wanted to get out of the typical classical framework established. We evaluated several alternatives and decided on Genesys Cloud because of the dynamism, flexibility and confidence it could give us,” said Reyes Figueroa. A few days after launching the pilot project — with only four inbound executives involved — Chile went under lockdown because of COVID-19. Then, the transformation plan was expedited. In three days, it climbed to 120 positions to relocate 240 representatives who today work from home in two shifts. “In reality, it was simpler than we imagined. The eContact partnership played a key role. It helped us a lot in terms of specific configurations and was very patient when we asked for several trainings for our work teams,” said Reyes Figueroa. Making conversations count With the Genesys Cloud platform, Seyco reached 99.9% uptime, handling more traffic from longer calls. At the same time, contact levels improved by 100%. “We have a much more stable, robust service and we can trace it completely,” said Reyes Figueroa. He noted that the intuitive design of the platform enhanced its ease of use. And excellent documentation allowed Seyco to perform many of the configurations it needs without assistance. Maintaining the old system wasn’t time efficient or practical. Today, Seyco representatives don’t use the typical collection script. They figure out how to help each person instead. Conversations take a little longer, but they’re more effective. “This new model of interaction allowed us to reduce the delinquency rate quickly. Customers are now more loyal to the products they take. And they understand their financial situation much better, and how they can take advantage of the benefits of our products,” said Reyes Figueroa. Automation takes innovation to new levels Today, Seyco makes better decisions, earlier in the process. Being able to trace each contact means that executives can see what’s going on behind the scenes using powerful reporting tools. To integrate the customer experience across all channels, the innovation team at Seyco will leverage the new platform to automate online self-care services. “We have to continue adapting our processes so the client can assist him/herself in terms of collection and make this consulting service much more automated. That is, the client can adjust the parameters to take a better product. We will continue to look for the best way to fulfill the task of collecting in a consultative manner, relying on Genesys technologies,” said Reyes Figueroa.

50% dropin repeat calls25% reductionin average wait time3% decreasein average handle timeA legacy of innovation meets the future of customer service For more than 120 years, Siam Commercial Bank (SCB) has been a pillar of Thailand’s financial sector. Over that time, SCB — Thailand’s first commercial bank — has consistently evolved to meet its customers’ changing needs. Today, the bank continues to innovate, harnessing advanced technology to enhance its customer experience (CX) and better support its frontline service operations. With a monthly call volume of 450,000 and a workforce of 1,000 contact center agents operating across 15 contact center locations, SCB needed a modern solution to manage customer interactions from across channels more efficiently. That’s where the Genesys Cloud platform came in. Before adopting Genesys Cloud, SCB relied on legacy, on-premises solutions that were costly and inflexible. That infrastructure made it difficult to implement changes quickly, impacting the bank’s ability to optimize CX. SCB’s contact centers, operating 24/7, required a system that could support seamless, real-time updates without disruption. Recognizing the limitations of on-premises solutions, SCB made the strategic decision to migrate to a cloud-based CX platform. “Our previous platform had high maintenance costs and lacked the agility we needed to keep up with changing customer demands,” said Surawat Shinawatra, Head of Customer Service at SCB. “With frequent updates and operational adjustments required, we needed a more cost-effective and flexible solution.” A strategic move to the cloud SCB selected Genesys Cloud for a variety of reasons — everything from its scalability, flexibility and reliability to its cost efficiency, robust functionality and advanced AI capabilities. A key factor in its decision was the solution’s seamless integration with the bank’s existing CRM systems and AI-driven capabilities. “Genesys Cloud aligns with our long-term roadmap, enabling us to leverage AI, predictive analytics and intelligent routing to optimize customer interactions,” said Shinawatra. “And with cloud-based maintenance handled by Genesys, we no longer need to worry about expensive on-premises upkeep.” SCB migrated to Genesys Cloud seamlessly in just six months — significantly faster than anticipated. The bank phased in the transition, starting with 200 agents, to ensure minimal disruption. Agents and the IT team alike were “extremely satisfied with the process,” added Shinawatra. Beyond operational ease, the new platform quickly delivered measurable improvements. The bank has reduced repeat calls by 50%, cut average wait time by 25% and decreased average handle time by 3%. “These efficiencies allow our agents to focus more on delivering personalized and proactive customer support,” said Shinawatra. And SCB is now the first contact center in Thailand to be ISO certified. The future of AI in banking CX Predictive routing and real-time analytics enable SCB to anticipate customer needs and resolve issues proactively. Understanding why a customer calls allows agents to offer immediate solutions, minimizing frustration and enhancing satisfaction. These experience orchestration capabilities ensure that each interaction is optimized for efficiency and effectiveness. SCB expects the AI-powered capabilities of Genesys Cloud — including predictive routing and social listening tools — to be transformative for its contact centers. “We are leveraging social engagement and AI to refine customer journeys and enhance personalized interactions,” said Shinawatra. “With AI-powered automation, we expect to reduce agent-handled calls by 50% within the next three years. Our goal is to create an ecosystem where digital banking is seamless, yet still human-centric.” With Genesys as a trusted partner, SCB is well-positioned to continue its legacy of innovation while ensuring that customer experience remains at the forefront of its ongoing business transformation. “We are highly optimistic about the future,” Shinawatra concluded. “With AI and cloud technology, we are not just keeping pace with customer expectations; we are setting new standards for banking excellence.” To learn more about the solutions featured in this case study, visit www.genesys.com.

More than R$1 millionreduction in annual support costsEnhancedassociate experienceStreamlinedinfrastructureGreater flexibility,stability and securityAutonomy for operationsand support100% remote operationduring the pandemicModern, but also traditional Providing services for more than a century, Sicredi is a cooperative financial institution offering more than 300 products and services, with the important distinction of not having clients but rather 5 million associates. Upon opening an account, these associates become partners. Present in all the regions of Brazil, with more than 2,000 agencies, Sicredi brings together over 100 cooperatives. Sicredi has a strong performance in the agribusiness sector but also operates in major urban centers. It is the only physically present institution that is found in more than 200 municipalities — enabling the banking of millions of Brazilians. Going against the market trend during the COVID-19 pandemic, Sicredi opened new agencies throughout Brazil. But it wanted to innovate and offer an excellent omnichannel experience that optimizes interactions for its millions of associates. Better services, integration and innovation In 2019, Sicredi began to look for a solution that offered the experience it wanted to deliver to its agents and associates. The aim was to find a contact center solution that made it possible to innovate and grow, accompanying the increase in the number of associates — and offering a business model able to meet the seasonal demands of Sicredi. “We were going through a moment of growth and unification. It was crucial then to count on an agile, scalable and flexible solution. But that didn’t happen with the previous platform, which had a static model with 300 extension lines. And it was impossible to include new agents for a limited period without contracting licenses for at least 24 months,” said Camilo Calligaro, a Telecommunication Services Analyst at Sicredi. The unification of the voice channels to a single 800 number was a major challenge. There were different numbers for the various Sicredi services, and thus, unifying the service was a priority concern. And only after the unification of the system would Sicredi be able to provide a better and more efficient service, including intelligent automation and bot integration. An additional benefit, although less immediate, was the possibility of integrating the contact center of the new Sicredi digital bank — Woop Bank — which had already chosen the Genesys platform from a third party. Big changes Sicredi discovered that the Genesys Cloud platform was the best solution — offering the tools, analysis and technologies to meet the company’s needs. “Sicredi is growing fast, and of the solutions we evaluated, Genesys proved to be the platform that offered us the best acquisition model to accompany our digital transformation,” said Calligaro. Its deployment during the pandemic, in June 2020, represented one additional challenge. Migration to Genesys Cloud had to happen quickly, so Sicredi could enable its 300 agents — all located in Porto Alegre, in south Brazil — to work remotely. “It was a very abrupt change,” said Calligaro. “But really, the tool is very intuitive and easy to understand. We just had a brief training with the supervisors and with key agents, which were recorded and passed on to the attendants.” The implementation of a single channel — the Sicredi Phone — in the new platform met the requirements for flexibility and agility in the Genesys IVR. The changes in the presentation order of the menu items, for example, became much more rapid and simple in comparison. And with the identification of the associate just through its tax number, everything became easier. “Today, with the Genesys platform, everything is dynamic,” said Calligaro. “With just the tax number identification, the system can evaluate the likely options the associate desires, which reduces the time navigating and also our costs since they use a toll-free number.” Another problem that was solved involved the system login process for agents. It was previously attached to their telephone extensions, which used to be an issue whenever there was a change of shift. The Genesys Cloud platform, on the other hand, provides two different methods of authentication, disconnecting computers and telephone extensions. Visibility into metrics and accurate reports for decision-making were not offered previously. “Before, we were unable to carry out the mapping of the IVR or of the associate’s contact experience,” added Calligaro. “And we didn’t know how many people called for each option, or how many have reached the point of actually talking to an agent.” Cost reduction, integration and security “We are achieving our objectives of improving availability, technological evolution, greater autonomy and cost reduction,” said Calligaro. In fact, the first and most tangible benefit Sicredi achieved with Genesys Cloud was the investment reduction of more than R$1 million per year in support costs. It also saw a contracting model that is more in line with its needs, as well as technology that can easily integrate with other systems that serve its products, such as digital cards — bringing service records together in a single repository. Another great advantage of the system is security. Now Sicredi employees identify themselves in the IVR with their tax identification number, which is analyzed internally in the CRM system. Then, the person only has access to the channels allowed to their credentials. For example, the agent can only log into the IT support channel if they’re registered. Otherwise, that employee is blocked. This is made possible by integrating Genesys with Sicredi APIs. “Initially we were a little afraid of migrating to the cloud, due to questions of security and efficiency. After a year, we are convinced we made the right choice,” said Calligaro. Sicredi plans to further innovate and combine resources with Genesys Cloud throughout 2022. “The aim is to increasingly integrate the resources that the Genesys platform provides to gain greater productivity,” concluded Calligaro. Together with Mutant, a partner of Genesys in Latin America, Sicredi is also developing a project for perfecting the resources of Theo, the institution’s bot and the new human voice of its IVR.

Connected 2,200 agentsacross 236 offices in just eight months6- to 8-weekonboarding for new sitesRouted callsintelligently based on urgencyReducedIT issuesImproveduser satisfactionRapidly shiftedto remote workingMedical technology powerhouse Siemens Healthineers is a life sciences and medical technology giant with a presence in 150 countries and over 120 years of experience. Every day, an estimated 5 million patients worldwide benefit from its innovative digital technologies and services, including diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine. Often the first point of contact, its contact centers keep customer service on track — from coordinating engineer appointments to resolving technical queries from clinicians who need on-the-spot answers. Previously, these siloed operations ran on unreliable PBX systems that stifled collaboration and service improvements. “We were stuck in the analog world and wanted to get to a customer-centric model that was always-on and always there for our customers,” said Jochen Hostalka, Senior Vice President IT for Siemens Healthineers. “That meant finding a rock-solid cloud platform to support our digital partner ecosystem — one that allowed us to standardize, quickly execute and harmonize customer experience around the globe.” Seismic shift in IT delivery Starting with Gartner research and contact center service rankings, Siemens Healthineers went through a five-step evaluation, including product demonstrations and candid conversations with several similar-sized customers of their shortlisted vendors as well as in-depth proof of concept phases with each of the final candidates. “This enabled a decision to go with Genesys based on performance, support, price point and ease of implementation,” added Hostalka. “We were new to their technology. So, it was reassuring to have an expert partner in Cognizant with over 100 deployments under their belt.” “We completely redesigned our call flows and rolled out a new global contact center solution in just eight months — connecting 2,200 agents in 236 offices and 35 countries — a remarkable achievement that would have been unthinkable before,” said Hostalka. “And we’ve also established end-to-end 24/7 support around the globe.” The Genesys Cloud platform can easily be integrated with the company’s existing internal ticketing system and agent workflows. Moreover, new sites can be remotely provisioned much faster, typically between six to eight weeks, using the same Genesys Cloud instance. “Managing IT projects from a distance, in different countries with different cultures and people you have never met, used to be a challenge,” added Hostalka. “Now, we have happier end users and just don’t see any issues when we go live.” Always there for healthcare professionals and patients Every hour, an estimated 240,000 medical equipment items from Siemens Healthineers are used worldwide. Now the company can better serve its users by routing calls based on importance. For example, intelligent routing policies within Genesys Cloud can distinguish between a general practitioner carrying out a routine consultation and a clinician with a patient undergoing an urgent scan. And, when those calls come in, they’re handled instantly. “Our agents used to have various screen pops and would have to move between five or six different applications,” said Hostalka. “Now, everything’s in one place, which means faster service and less stress. Plus, all our contact centers use the same number range and dial plan. So, it’s much easier to collaborate.” One of the biggest benefits has been more meaningful and accurate reporting. “In the past, we didn’t know what we didn’t know,” added Hostalka. “For example, trying to work out reasons behind negative customer feedback was mostly guesswork. From day one we were able to see every interaction that touched the platform.” Resetting for every scenario Moving to the cloud has other advantages, too. When a massive carrier outage occurred in North America, the company rerouted all traffic to its European centers, ensuring zero downtime or lost calls. “With our old telephony systems, we could easily have been off the air for a couple of days,” said Hostalka. Likewise, Genesys Cloud edge servers ensure voice calls and associated data never leave a nation’s borders, a strict requirement under Chinese privacy and security laws. And when the COVID-19 pandemic struck, Siemens Healthineers agents moved to working remotely by connecting to Genesys Cloud via their own browsers — minimizing disruption for customers. In the future, the company plans to extend services to multiple countries in Asia, Europe and Latin America as well as Canada and will migrate email and chat. “Scope creep is the classic pitfall of global IT projects, adding time and increasing budgets,” concluded Hostalka. “I can honestly say we had none of that. We’re ahead of the curve.”

More personalized serviceand improved brand loyaltyIncreased agent efficiencyand collaborationReal-time reportingand resource matchingIncreased number of queries being resolvedthrough effective use of channels like live chatPutting the customer first Maintaining a strong reputation means not only being the best in service excellence, but also providing travelers with personalized and omnichannel experiences. “Our ambition is to be the world’s leading digital airline,” said George Wang, Senior VP, Information Technology at Singapore Airlines. However, in the past, a mix of technologies throughout its global contact centers hindered this vision. Effective inbound and outbound engagement To help transform its operations and deliver a more unified customer experience, Singapore Airlines (SIA) adopted the Genesys solution. By blending call, email and webchat functions, the omnichannel solution enabled the airline to offer enhanced inbound and outbound engagement, thereby growing brand loyalty and improving customer satisfaction. “Our customers come from all walks of life,” said Marvin Tan, Senior VP, Customer Services and Operations at Singapore Airlines. “Our customer contact service operations must be geared up to serve all of their needs. These types of services and functionalities are really only possible if we have the right technology platform.” The system has also allowed SIA to unify all of its customer-facing teams — from marketing and sales to service and support — onto one system, and quickly integrate new applications and services when needed. Harnessing artificial intelligence One innovation at SIA is Kris, a Google-based chatbot that can be accessed via Facebook Messenger. Kris works hand-in-hand with the Genesys solution and forwards more complex inquiries to a human agent, who can immediately take over the conversation and provide a quick answer. The highly efficient virtual concierge answers over 85,000 questions weekly and is also available on the company’s website. “Using artificial intelligence means we can give instant responses to common questions, for example those related to baggage allowances, check-in procedures, new fare types, online bookings, and traveling with infants and children,” said Wang. “This tight integration between our chatbot and contact center experts would simply not have been possible with our legacy technology,” added Wang. Close control of service quality and personalization The Genesys solution empowers agents to manage interactions with supporting context and knowledge, made possible through integration with CRM systems, knowledge bases and other applications. SIA also benefits from real-time reporting. “With comprehensive data coming through, we can better understand how we are doing,” said Tan. “This includes how long it takes the customer to get through to us, and how long they are on a call. These are things we can measure because of the role Genesys technology plays in better serving our customers.”

Substantial savingsin cost avoidanceIncreased productivityImproved call qualityand response timeReduced lead timesfor customer onboardingBetter capacityplanning and disaster recovery Keeping the travel sector moving SITA helps 2,800 airlines, airports and government agencies deliver hassle-free passenger journeys — from check-in and security to boarding and baggage tracking. Eight service centers, with 400 agents who handle calls from more than 150 countries, support these critical services. Advances in technology, such as the Internet of Things and ever-faster cellular speeds, continue to lower barriers to entry and disrupt IT service provider models. To stay ahead, SITA elevated its customer experience with technology innovation. Rather than continue to invest heavily in on-premises systems, the company moved to a cloud-based contact center model that offers more agility and omnichannel features. Voice migration for 150 countries in five minutes SITA chose the Genesys Cloud platform for ease of use and high availability, enabling calls to be collected worldwide transiting through their regional point-of-presence — from Montreal, London and Singapore — with IT operations managed centrally from a 24/7 SITA command center. The company also wanted to make service easier for customers with new options like email and chat. Integration with existing SIP trunks, voice gateways, phones and web portals was another major consideration. “To get our old system to support digital channels with the same level of integration that we have with Genesys Cloud, we would have needed to spend another $2 million, plus huge amounts of engineering man hours,” said Vichaig Douangpaseuth, Senior Manager, Service Improvement SDN Network and Voice Practice at SITA. “The changeover was remarkably simple. It only took us five minutes to switch SIP traffic from 160 numbers and 150 countries — resulting in improved call quality.” Creating new possibilities for service innovation While it’s still in the early days, SITA is excited by the initial results. The Genesys Cloud platform gives SITA the perfect blend: a follow-the-sun model with seamless handovers between its main SITA command center in Singapore and Montreal, along with nonstop contact center service for 24/7 service desks in multiple geographic locations. “It’s very easy to spin up virtual teams or re-route traffic between sites, so we’re in a much better place when it comes to capacity planning and disaster recovery,” said Douangpaseuth. Keeping the travel sector moving SITA helps 2,800 airlines, airports and government agencies deliver hassle-free passenger journeys — from check-in and security to boarding and baggage tracking. Eight service centers, with 400 agents who handle calls from more than 150 countries, support these critical services. Advances in technology, such as the internet of things and ever-faster cellular speeds, continue to lower barriers to entry and disrupt IT service provider models. To stay ahead, SITA elevated its customer experience with technology innovation. Rather than continue to invest heavily in on premises systems, the company moved to a cloud-based contact center model that offers more agility and omnichannel features. Voice migration for 150 countries in five minutes SITA chose the Genesys Cloud platform for ease of use and high availability, enabling calls to be collected worldwide transiting through their regional Point-of Presence — from Montreal, London and Singapore — with IT operations managed centrally from a 24/7 SITA Command Center. The company also wanted to make service easier for customers with new options like email and chat. Integration with existing SIP trunks, voice gateways, phones and web portals was another major consideration. To get our old system to support digital channels with the same level of integration that we have with Genesys Cloud, we would have needed to spend another $2 million, plus huge amounts of engineering man hours,” said Vichaig Douangpaseuth, Senior Manager, Service Improvement SDN Network and Voice Practice at SITA. “The changeover was remarkably simple. It only took us five minutes to switch SIP traffic from 160 numbers and 150 countries, resulting in improved call quality.” Creating new possibilities for service innovation While it’s still early days, SITA is excited by the initial results. The Genesys Cloud platform gives SITA the perfect blend: a follow-the-sun model with seamless handovers between its main SITA Command Center in Singapore and Montreal, along with nonstop contact center service for 24/7 service desks in multiple geographic locations. “It’s very easy to spin up virtual teams or re-route traffic between sites, so we’re in a much better place when it comes to capacity planning and disaster recovery,” said Douangpaseuth. Making life simpler for 200 back-office support staff members and 200 service desk agents has increased voice team efficiency by up to 50% on change management. Moreover, SITA can access more data and adjust call flows better than ever before. Managers always have their fingers on the pulse with an instant view of customer queues and service desk performance. Response times have also improved. “Now, with Genesys Cloud, if there’s a power outage at an airport or an airline loses its network, we can get onto the problem sooner, ensuring passengers aren’t inconvenienced and their flights depart on time,” said Douangpaseuth. Leveraging the open APIs of Genesys Cloud, SITA can introduce click-to-call features on its check-in kiosks, enabling airline agents to resolve issues within minutes. This will reduce calls to the SITA service desk from other airline agents who report the same fault. Similarly, new customers are issued PIN codes faster. These are two examples of service innovations that weren’t achievable previously because of integration barriers. SITA plans to make further integrations with ServiceNow and Salesforce; and it’s looking to build the Genesys Cloud product into its customer value proposition. “Moving to Genesys Cloud has been a happy experience so far as we look forward to the next stage of our journey,” concluded Douangpaseuth.

50% reductionin abandoned calls47% fasterplacement of customers in the correct queue90% success ratefor bot routingUp to 94%CSAT rating the first weekReduced average wait timeto 7–12 secondsSavedtime and moneyEnding confusion, duplication and frustration Situated in the southwest, Somerset is England’s seventh biggest county by area. Residents used to be served by five separate local government authorities including Somerset County Council (SCC). Together, they provide a wide range of public services, including education (schools, libraries and youth services); adults and children’s social care; highway maintenance; waste disposal; emergency planning; consumer protection; and town and country planning. Each local authority had its own contact center with different phone numbers; opening times; out-of-hours coverage; and technology, including telephony systems, case management systems, workflow/CRM lite, IVR options and routing strategies. Competencies like knowledge, skill sets and work practices varied, too. This fragmented approach caused confusion among customers navigating their way through 155 council functions and 1,073 separate services, as well as internal management challenges. All of this negatively affected contact center performance and created duplicate costs and efforts. The time to reach the right team and resolve issues added to customer frustrations. Focusing on a single vision for Somerset The organization launched a major change program known as “One Somerset” to bring everything together under a single organization, ending confusion over which council and department does what. “Our aim was to put residents at the heart of how we deliver public services,” said Sharon Passmore, Service Manager, Customer Services at Somerset Council. “We wanted to create a single front door and phone number, while introducing AI-powered automation to free up agents to apply the human touch where it mattered most — like dealing with vulnerable and at-risk residents.” As the biggest change management program in the company’s history, there was an immovable deadline. “Our new virtual contact center had to be up and running within 14 months to coincide with over 250,000 Council tax bills being sent out, with everything in place to manage high payment and query volumes,” added Passmore. Choosing the right partner While each government authority had its own experiences with various contact center solutions, SCC had been using Genesys Cloud, hosted on Amazon Web Services (AWS), since early 2021 without experiencing a single outage. It was also having success with digital channels when the other authorities were primarily using voice only. The Council went through a compliant route to select a telephony solution, unanimously selecting Genesys Cloud for the combined organization. “As well as supporting our existing voice, email, web messenger and Facebook channels, adopting Genesys meant we could be more self-sufficient when it came to making better use of in-house skills and developing our own voicebots,” said Passmore. To help with the implementation, the Council engaged Kerv Experience, a partner with a proven track record in managing other Genesys migrations with similar government organizations. “Kerv Experience was very professional and did a great job working with us to get everything up and running within three months,” said David Hawken, UC Specialist at Somerset Council. “Each authority moved across seamlessly with zero disruption to service, which given where we all were on separate systems, was a breath of fresh air.” Having defined its telephony architecture, the Council set about rationalizing five separate IVR solutions. Each contact center had handled processes differently, and it was crucial that high-priority calls, like adult and children’s social care contacts, weren’t delayed by system complexities. “Our systems used to rely on customers understanding how a council’s organization worked to get themselves to the right place,” said Passmore. “Also, they weren’t good at capturing data like why people were calling or the nature of their requests. So, general inquiries traffic was an impenetrable black hole.” Deploying a digital self-help bot Determined to improve self-service and escape an overly complicated IVR setup, the Council created a digital assistant for its internal IT Help Desk. It asked three questions: the customer’s name, their asset number and why they were making contact. The interaction was then routed to the right agent. Other self-help tasks were added for things like password resets. Amazon Polly text-to-speech software was used to create in-queue messages, while Genesys Bot Flows helped build and orchestrate voicebots within Genesys Cloud. “We chose Genesys AI because of the ease of building bots within the platform,” said Hawken. “It’s simple to edit and amend bot flows, and it really made sense for us to have everything in one place. Very quickly we saw abandoned calls reduce by up to 50% and discovered bots are great at gathering valuable data. We now have one live voicebot efficiently triaging and fast-routing customer calls, as well as several digital bots handling routing, data gathering and self-help queries.” Amazon Polly is used for all IVR messages. “It sounds natural, provides a consistent voice throughout our journey, and allows for simple pronunciation adjustments,” said Hawken. “And it’s also sped up our ability to make changes to our IVR messages. Instead of two people being able to record messages, anyone in our contact center can log into AWS, create the message and get it uploaded.” Transformation to a single-service organization Successfully meeting its launch date, four contact center locations support the newly formed unitary Somerset Council, which operates as a single service organization. The customer experience has been transformed by orchestrating a connected journey with Genesys AI-powered digital solutions. When a call is routed to an advisor, they can instantly see the bot conversation and work out exactly why the customer is calling, allowing them to personalize the greeting and avoid asking repeat questions. Previously, managers had no way to optimize contact center performance. Now, they use Genesys real-time dashboard reporting to better prepare staff. And shared scripts ensure consistent processes and messaging, while helping with onboarding and training. “Now customers only have one number to call, spend less time queuing and no longer have to figure out our organizational structure to get the right support,” said Passmore. “And our staff are better prepared; they know why the customer is calling and start conversations on the right foot.” Moving to Genesys means there’s only one platform to manage, giving IT more time for innovation. Introducing asynchronous Genesys Web Messaging, linked to bots, has provided customers with a self-service option and reduced effort for the ICT Help Desk. And it’s given employees a threaded timeline for reporting technical issues. “When we were using a web chat solution, it was a standalone conversation; once the customer rebooted their computer, they lost everything that we had told them,” said Hawken. “With web messenger, they can just log straight back in and they’ve still got a history of that conversation.” With its previous on-premises system, the Council frequently dealt with downtime and technical support issues. Those troubles are now in the past with Genesys Cloud, and the Council can focus on more valuable tasks. “Instead of battling outages, I can study our call and bot flows to make service improvements or spot instances when our bot support needs tweaking to provide customers with more support,” said Hawken. “Kerv Experience showed us how to use Genesys Architect, and we can pretty much do everything ourselves now.” Plus, contact center teams are more self-sufficient and spend less time less maintaining IVR menus and searching for call recordings. Fast and impressive results The Council has also improved visibility of service levels. “Across our contact centers, we now have a common set of KPIs that managers and agents can see at a glance,” said Passmore. Before, with IVR, the average time to get customers into the right queue was 66 seconds. With the bot, it’s 35 seconds — a 47% reduction. Exceeding expectations, the bot has a 90% success rate in correctly routing customers. Callers are identified far faster — with an average wait of between 7 and 12 seconds. “We have a much better handle now on call and message volume, and can easily channel-shift if required,” added Hawken. “Then we measure how successful that’s been.” Within the telephony sub-workstream, the company forecasted financial benefits, starting next year. And customers can self-select to complete a short survey. This provides a CSAT score as well as speech-to-text comments, which are used for both internal celebrations and to identify areas for improvement. “Our CSAT score on Day One was 77%, and it climbed to as high as 94% in the first week,” concluded Passmore.

96% decreasein serversCost reductionin maintenance and operational supportEnhanced staff mobilityacross retail and contact center locationsAbility to service customersfrom any device on handDecreased time spenton system maintenanceSpark is New Zealand’s largest telecommunications and digital services company. It employs over 1,400 people in customer support roles across its contact center, virtual and retail channels in New Zealand and the Philippines. Across these locations, it handles tens of thousands of calls, messages and inquiries a day. Its team faces diverse service challenges daily, answering customers’ various needs and accessing many tools to reach the right solution in a timely manner. Covering every angle in the cloud Enabling all these interactions is the Spark customer service platform that was built on a mix of legacy technologies — including Genesys and Avaya on-premises systems. While the technology had gradually evolved to meet the changing needs of the business, it had become a limiting factor to take customer experience to the next level. Spark found that the complexity and economics of maintaining it were prohibitive. With Spark operating a subsidiary, Skinny, and using an off-shore call center in Manila, the company needed a system capable of secure access that anyone could connect with from anywhere. The COVID-19 pandemic and the increasing norm of remote work further accelerated this growing need for instant connectivity. And with the different devices everyone used, it was clear that a secure and flexible cloud-based solution was needed. Another requirement for Spark was the ability to implement its Unified Frontline Strategy — a business model that moves with the ebbs and flows of demand. The strategy allows staff who might work on the retail floor of a Spark store to migrate to answering contact center queries when they have time. This ability to swarm to where demand is greatest, respond to customers faster and resolve issues promptly was central to its vision of revolutionizing customer service. Spark made a big decision to put out an RFP for a cloud-based contact center system — an unusual move because it sells Genesys solutions to its own customers. “We wanted a future-focused platform that met our very specific requirements,” said James Palmer-Dale, Chapter Lead of Customer Engagement Solutions at Spark. “We believe in the Genesys product, but we also wanted to ensure we covered every angle. Genesys came back with everything we needed and more.”  A smooth migration to better service Migrating a large contact center is no small undertaking; it takes months of planning and preparing contingencies. There’s also an expectation of operational costs, downtime and resistance to change. To prepare for this, Spark readied a set of projections and metrics to estimate the impact of its big shift. As a result, the move was an agile transformation — adding capabilities in phases to minimize disruptions while aligning with its strategic vision. The disruption metrics were within predicted ranges but accelerated back faster than expected, with the change being incredibly smooth. Daniel Cooper, Digital Lead of Consumer Channels at Spark, oversaw the migration and initiated the implementation of the strategy. Having oversight of the expected disruptions and bounce-back, he was impressed with what he witnessed. “The service Genesys allows us to provide is simply better, and it started to show right away in how quickly we were able to get back up to speed,” said Cooper. Flexible, fast and functional The automation and system capabilities of the new Genesys platform open up a myriad of possibilities. All the Spark and Skinny employees in New Zealand and overseas now can now access a secure platform from any device. Another requirement for Spark was the ability to implement its Unified Frontline Strategy — a business model that moves with the ebbs and flows of demand. The strategy allows staff who might work on the retail floor of a Spark store to migrate to answering contact center queries when they have time. This ability to swarm to where demand is greatest, respond to customers faster and resolve issues promptly was central to its vision of revolutionizing customer service. Spark made a big decision to put out an RFP for a cloud-based contact center system — an unusual move because it sells Genesys solutions to its own customers. “We wanted a future-focused platform that met our very specific requirements,” said James Palmer-Dale, Chapter Lead of Customer Engagement Solutions at Spark. “We believe in the Genesys product, but we also wanted to ensure we covered every angle. Genesys came back with everything we needed and more.”  A smooth migration to better service Migrating a large contact center is no small undertaking; it takes months of planning and preparing contingencies. There’s also an expectation of operational costs, downtime and resistance to change. To prepare for this, Spark readied a set of projections and metrics to estimate the impact of its big shift. As a result, the move was an agile transformation — adding capabilities in phases to minimize disruptions while aligning with its strategic vision. The disruption metrics were within predicted ranges but accelerated back faster than expected, with the change being incredibly smooth. Daniel Cooper, Digital Lead of Consumer Channels at Spark, oversaw the migration and initiated the implementation of the strategy. Having oversight of the expected disruptions and bounce-back, he was impressed with what he witnessed. “The service Genesys allows us to provide is simply better, and it started to show right away in how quickly we were able to get back up to speed,” said Cooper. Flexible, fast and functional The automation and system capabilities of the new Genesys platform open up a myriad of possibilities. All the Spark and Skinny employees in New Zealand and overseas now can now access a secure platform from any device. Taking advantage of the Genesys Cloud scripting capability, Spark has created a fully-functional interface — giving its staff tabbed views for inbound, outbound, callbacks, transfers, campaigns and payments. The same interface is used by Unified Frontline agents as well. It’s a game changer for ease of use, ensures continuity between team functions and enables next-level customer service. The Genesys platform’s API is a standout feature that enabled Spark to create applications that allow even better monitoring and resource allocation. For example, integrating store patronage data provides an instant view of the demand in each store. This data aids in forecasting and scheduling in-store or virtual staff resources. Through the SAM app, staff can share their availability to migrate from the shop floor to online customer service. And with the Busker app, the team can filter and activate or deactivate users in queues and swarm to where they’re needed — clearing backlogs rapidly. The move to the Genesys Cloud platform also reduced the tech footprint and maintenance overheads for Spark. What previously required 300 servers across multiple sites has been reduced to just 12. “Managing the platform is just easier,” said Palmer-Dale. “We’re spending less time on maintenance to implement new developments faster, and it frees up our capacity to innovate.” With Genesys embedded into the organization, Spark is one step closer to making their ambitions a reality — delivering exceptional service to customers across all its businesses. The integration has proven just how fit-for-purpose Genesys is out of the box. Better yet, Spark has future-proofed itself, and further development will use artificial intelligence (AI) and machine learning capabilities to deliver personalized messages on any channel the customer enters. For example, if a customer is experiencing an outage, AI will enable them to subscribe to updates and automatically initiate remedial offerings, like additional data or call forwarding. It’s this kind of ability that Spark sought out, enabling its Unified Frontline Strategy to come to life in what has been a remarkably smooth process. “Now, it’s simple,” concluded Cooper. “It’s flexible. It’s fast. It just works.”

70% reduction in IT infrastructure and support costsSubstantial time savings for employee onboarding and offboardingReduced IT admin toolsfrom four to oneRevenue protection through improved call routingBetter staff retention with flexible scheduling and work distributionGreater business resilience with virtually limitless scalabilityDirect and franchise sales models Founded on American ingenuity, Stanley Steemer began as a one-man carpet cleaning business by Jack A. Bates in 1947. Today, with flourishing direct and franchise sales models, it has a $650 million turnover and reaches over 90% of the US population with 287 locations in 48 states. Powered by US-manufactured equipment and technicians trained in house, the company continues growing through constant innovation. Essential to its success is 1-800-STEEMER, a toll-free number that routes residential and commercial customers to local support anywhere in the US. That could be the Stanley Steemer Contact Center supporting all the corporate branch locations or an independent franchise that’s been passed down through the generations. “We’re fighting for market share every day and support our dedicated franchisees by handling a significant portion of their interactions, so they can focus on what they do best,” said John Parente, Director of Contact Center Operations at Stanley Steemer. Smarter routing and simplified IT Having used Genesys PureConnect cloud for a decade, the Stanley Steemer team trusted Genesys — a trust founded on system stability and reliability. While Genesys PureConnect had served Stanley Steemer well, there was room for improvement when it came to user experience and IT support. Since the toll-free number was essential, the thought of putting it in the hands of a new vendor seemed too risky. So the Stanley Steemer team chose to move to the Genesys Cloud platform. “Switching to Genesys Cloud made a load of sense,” added Parente. “Although we use email and chat, our business is built around routing inbound calls to the right branch or franchisee. Doing that right the first time, every time through Genesys Cloud means more sales and appointment bookings. And, because our agents are largely still at home, we wanted to help them work and serve more efficiently. Now, they can do that through single sign-on, smart screen pops and ZIP code lookups.” Moving to Genesys Cloud made sense from an IT perspective as well. “We escaped single points of failure, multiple admin apps and expensive legacy MPLS connections between our data centers,” said Rob Bennett, Manager of IT Operations at Stanley Steemer. “In addition, we reduced four admin tools to one.” The company has reduced its IT infrastructure and support costs by as much as 70%. It has also fully automated its contact center employee onboarding and offboarding processes, while removing delays for requests relating to moves, adds and changes — resulting in a substantial time savings. Contact center and unified communications work as one Before, Genesys PureConnect supported around 200 agents and 550 business users working outside the contact center. When the COVID-19 pandemic hit, collaborating and communicating over Microsoft Teams became the norm for Stanley Steemer. “In next to no time we integrated Genesys Cloud and Microsoft Teams through Direct Routing with our session border controllers hosted in Azure,” added Bennett. “It was a super-smooth transition. All our numbers worked perfectly, and people were making calls from Teams from day one.” Now if a customer calls in, the Teams integration allows agents to get quick answers from dispatch controllers regarding arrival times and work schedules. Similarly, the customer receives text messages to confirm their initial booking; notify them when the driver is on their way (along with a link to a map so they can track their exact location); and ask them to complete a short survey after the cleaning is done. Optimizing resourcing and retention Not surprisingly, staffing presents a perennial challenge. Incoming calls to Stanley Steemer peak during spring and summer — averaging 230,000 a month — then reduce by around 45% in the fall and winter. Big swings also occur during the week. On Monday, the company might receive 10,000 calls, dropping to around 2,000 on Sunday. “One of our big differentiators is we do everything we can to avoid a hire and fire culture,” said Parente. “Holding on to people and cutting back hours in a fair and transparent way is crucial. Genesys Workforce Engagement Management allows us to do that and is a lot easier to set up and use than our old solution. Now, we’re able to tightly run agent flex schedules, and optimize our volumes and work distribution.” In addition, Stanley Steemer uses the quality management capability — recording all calls along with a large percentage of screen captures. This helps in instances when a franchisee raises a concern regarding a customer quote. Now, the agent can find the call or screen recording much faster than before. Next, the company intends to take advantage of other workforce engagement management features like the mobile app to assist with shift swaps and automated time-off requests. Other plans include migrating its current text solution to Genesys Cloud and trialing bots and speech and text analytics, initially to uncover pricing sensitivities and customers’ reasons for calling. The company also plans to implement voicebots to handle more routine calls.

Quicker assistancefor residents Strong self-service scoreswith live chat and chatbotSignificant time savings for agentsNicknamed “the Hawkeye State,” Iowa is a midwestern state with a population of over 3 million residents. The State of Iowa is run by a series of agencies and departments that are all connected to the state website, Iowa.gov. This central site — along with the individual agency sites — are charged with providing residents with an enhanced yet intuitive digital experience. Challenge “We had several hurdles to overcome,” said Dawn Connet, eGovernment Services Coordinator for the State of Iowa. “One challenge is that while we have the central Iowa.gov site, all the agencies have their own websites. As a visitor, you don’t want to have to figure out which department you need to visit. And our old-school chat option on Iowa.gov was with state librarians and only allowed one chat at a time. Additionally, the organization of each agency’s site was different, so it provided an inconsistent experience — making information hard to find. And many sites had lengthy PDFs that visitors had to search to find answers.” To provide a more comprehensive and less cumbersome experience for residents and visitors, the Office of the Chief Information Officer decided to update the central website self-service features. It chose a platform that could extend out to the individual agency sites over time to provide that consistent experience. “We opted to take the leap to an AI-based environment,” added Connet. “We needed a platform that could work with our legacy systems and numerous stakeholders. When we coupled this with our live service the state reference librarians provide, we felt residents would have an enhanced experience.” Solution The State of Iowa selected Genesys DX™ to implement a live chat and an artificial intelligence (AI)-enabled chatbot. It began the implementation with the central Iowa.gov site, along with several agencies, including insurance and transportation. In building the knowledge base for Iowa.gov, agencies were asked to provide Connet’s team with the top five questions and answers to start. Following the launch, the team monitored new questions and phrases to continue building out the database. “As an example, residents were asking the Department of Corrections what they could wear while visiting an inmate or what they could bring,” said Connet. “The information couldn’t be found via a search on the agency website as we were using the word ‘offender’ and not ‘inmate.’ This would then cause people to call the department for information. Once we understood these differences, we were able to adjust so the chatbot’s natural language processing would understand and serve up the right answer — even suggest other relevant information.” The Iowa Department of Insurance integrated the chatbot not only into its website but also into a backend application. That meant someone using chat could search and find the same information they would through the website. And the Department of Transportation implemented the live chat function to better assist residents. “We wanted to improve our residents’ experience and we had seen the success from the Iowa.gov team, so we opted to implement the chatbot first before moving to live chat,” said Zhaia Wineinger, Information Specialist at the Department of Transportation. “We had a lot of data on what residents asked and we went through two years of questions we had received directly, through Facebook and our standard FAQ. We built a solid database with over 200 questions that we’re continuously adding to.” Results More than 15 different Iowa agencies have implemented chatbot widgets on their websites, and use of the chat platform is expected to increase and continue spreading across the various agencies and departments. “We will continue to expand our self-service features, especially for large applications that may be difficult for our residents to understand,” said Connet. “When people get stuck on applications, they end up calling the agency. We feel the chatbot could assist with answering any questions.” With the live chat and AI-enabled chatbot, the State of Iowa sees the following results. Continually strong self-service score averages across all sites — exceeding expectations with Iowa.gov at 74%, insurance at 76% and transportation at 79%. Across these three sites, more than 229,000 resident engagements have been addressed. There is an average of 1,000 chats per month for Iowa.gov, providing significant time savings for agents. The Department of Transportation averaged 3,000 chats a month. With the COVID-19 pandemic, this number jumped to 15,000 chats a month — with the solution helping to deflect many calls while providing quicker assistance. During the pandemic, the chatbot and live chat options were extremely important in answering questions. “Most of the year we were seeing about a thousand chats a month, which is not a lot, but those are a thousand interactions that would have taken a five-minute phone call. That’s a huge staff savings,” said Connet. “Now, with the coronavirus, that number has jumped. We know that we’re able to help more people and that it will just grow exponentially as we make the chat available across other platforms and systems.” “At the start of COVID-19, we knew we had to provide more assistance and quickly implemented the live chat feature,” concluded Wineinger. “We trained over 45 agents quickly to be on live chat as everything became more chaotic with COVID-19 causing changes in the regulations. The AI chatbot and live chat were a game changer for us as residents could ask their specific questions via either method or by phone.”

60%chatbot containment rate6Xreduction in time to innovation80%IT ticket reductionStater provides lenders a service advantage Stater keeps the financial services industry moving. The business process outsourcer offers superior scale, cost advantages and innovative strength. Its data-driven mortgage services and platforms support more than 40 external lenders, accounting for 40% of all property purchases in the Netherlands. Outsourcing enables those lenders to digitally innovate and grow, without losing sleep over IT updates, data processing or the latest laws and regulations. Accordingly, Stater platforms and systems meet the highest rating (RPS1) for mortgage servicing in terms of security, continuity and integrity. Stringent cloud compliance and security standards So, when it came to evolving the company’s on-premises customer support systems nothing was left to chance. “In moving our contact centers and internal IT helpdesk to the cloud, our number one priority was making sure the new solution fully addressed GDPR concerns and guaranteed our clients the same strict levels of data security and sovereignty as our previous Genesys PureConnect system,” said Michiel Westra, Application Manager at Stater N.V. Other goals included becoming more self-sufficient and solving previous technical challenges, such as latency issues and virtual desktops that required troubleshooting and maintaining. Stringent cloud compliance and security standards So, when it came to evolving the company’s on-premises customer support systems nothing was left to chance. “In moving our contact centers and internal IT help desk to the cloud, our number one priority was making sure the new solution fully addressed GDPR concerns and guaranteed our clients the same strict levels of data security and sovereignty as our previous Genesys PureConnect system,” said Michiel Westra, Application Manager at Stater N.V. Other goals included becoming more self-sufficient and solving previous technical challenges, such as latency issues and virtual desktops that required troubleshooting and maintaining. Reducing employee effort After considering various options, Stater put Genesys Cloud at the heart of its customer and employee experience transformation. Expertly implemented and supported by partner KPN, the new platform is hosted on highly reliable Amazon Web Services microservices with guaranteed assurance that all personal data remains within EU countries. Equally importantly, Genesys Cloud enables 200 agents to manage all phone and chat conversations from their PEGA CRM workspace — efficiently capturing notes and information after every interaction. Topics handled vary from mortgage enquiries and requests for contracts, deeds and other legal documentation to resolving IT issues. Outbound calls provide an effective means of following up on outstanding payments — whether it’s collections, litigation or recovery. Enabling convenient, efficient service KPN asked Genesys Professional Services to assist in setting up a Genesys Cloud voicebot. Stater provided the necessary design and configuration data, and all parties (Stater, KPN and Genesys) collaborated on the project, with Genesys taking a leading development role. Genesys Professional Services shared their expertise and knowledge throughout the process, guiding Stater and KPN during deployment to enable them to create additional chatbots for Stater sub-brands. Unlike normal chat solutions, which provide short-lived, standalone interactions, Genesys Cloud Web Messaging allows customers to visit the Stater website, converse with a natural language AI chatbot or agent, and return later to continue their conversation. After the customer leaves the chat, an internally designed tool automatically archives a record of the conversation within the CRM system. “The implementation went very well, and we learnt loads from KPN in terms of Genesys Web Messaging and bot building,” said Johan van Hensbergen, Product Owner at Stater N.V. “We now have six clients using live bots that we created and manage ourselves. Together, they resolve around 60% of end customer requests first time, without ever touching a human agent. And we don’t have to worry about data leakage.” And that’s not all. The company’s IT team can easily create new queues and dashboards or connect extra sites and users — less expensively and in a fraction of the time it used to take. “We recently extended Genesys Cloud to colleagues in Germany in just four weeks,” added van Hensbergen. “Previously, the same project would have involved ordering MPLS circuits and PBX connections and taken at least six months. We intend to do the same and connect our Belgium operations next.” Enabling convenient, efficient service KPN asked Genesys Professional Services to assist in setting up a Genesys Cloud voicebot. Stater provided the necessary design and configuration data, and all parties (Stater, KPN and Genesys) collaborated on the project, with Genesys taking a leading development role. Genesys Professional Services shared their expertise and knowledge throughout the process, guiding Stater and KPN during deployment to enable them to create additional chatbots for Stater sub-brands. Unlike normal chat solutions, which provide short-lived, standalone interactions, Genesys Cloud Web Messaging allows customers to visit the Stater website, converse with a natural language AI chatbot or agent, and return later to continue their conversation. After the customer leaves the chat, an internally designed tool automatically archives a record of the conversation within the CRM system. “The implementation went very well, and we learnt loads from KPN in terms of Genesys Web Messaging and bot building,” said Johan van Hensbergen, Product Owner at Stater N.V. “We now have six clients using live bots that we created and manage ourselves. Together, they resolve around 60% of end customer requests first time, without ever touching a human agent. And we don’t have to worry about data leakage.” And that’s not all. The company’s IT team can easily create new queues and dashboards or connect extra sites and users — less expensively and in a fraction of the time it used to take. “We recently extended Genesys Cloud to colleagues in Germany in just four weeks,” added van Hensbergen. “Previously, the same project would have involved ordering MPLS circuits and PBX connections and taken at least six months. We intend to do the same and connect our Belgium operations next.” Cost-effective digital innovation An exciting future awaits. The Stater roadmap includes using Genesys Cloud AI Experience tokens for game-changing tools and generative AI technologies such as agent copilot, predictive engagement, predictive routing and virtual agents. And in the process, Stater is developing new revenue-generating services. “Overcoming such complexity and safely moving all our systems to the cloud was an achievement we’re proud of,” concluded Westra. “Telephony is no longer a headache and reliant on out-of-hours support from external vendors. In fact, by combining Genesys Web Messaging and chatbots, we’ve managed to reduce IT ticket volumes by 80%.” To learn more about the solutions featured in this case study, visit www.genesys.com.

Rapid go-livewithin shortest time possibleMaximumprocess transparencyEase and flexibilityenables "do-it-yourself"Extensivefuture expansions plannedHighemployee satisfactionSchwäbisch Media, headquartered in Ravensburg and known as “the media house in southern Germany,” specializes in digital, print, TV, radio and logistics. Its merger with Nordkurier Mediengruppe, based in Neubrandenburg, led to the creation of “SV Gruppe,” which resulted in further products and business diversification. SV Gruppe recognized that times were changing and that print would no longer be a main revenue driver. This is one reason why it developed an innovative strategy and created corresponding new business areas that are clearly showing signs of success. New operations require a modern contact center Thanks to its newspaper subscription business, the media group is close to its customers and has decades of experience in logistics. Its subsidiaries südmail, and the letter and parcel service provided by Nordkurier, have grown to become one of the most important private delivery services in northern and southern Germany. They offer a broad portfolio of services ranging from classic letter and parcel delivery to individual and nationwide logistics solutions, as well as digital shipping solutions. “We quickly hit our limits with our existing customer service solution in this area of logistics,” said Manuela Lüdke, Managing Director of the subsidiary SV Dialog GmbH & Co. KG, who heads up B2C customer service for the entire group. “Bad weather or illness-related short-term delivery staff absences hinder timely and error-free newspaper delivery, causing scores of subscriber complaints,” said Lüdke. “In the past, high volumes of calls literally burst the physical limits of our traditional telephone system. That was no longer acceptable.” Seamlessly integrating an open solution The new contact center solution needed to support the overall strategy while providing reliable, flexible integration of inbound and outbound telephony, email, chat and social media channels. The company also needed to deploy an open contact center solution to easily integrate its various third-party systems, such as CRM and ERP solutions. “We are planning a real revamp of our IT, which is why these requirements had to be fulfilled,” said Lüdke. To address customer service needs and position itself for the future, SV Gruppe implemented the Genesys Cloud platform with the help of its partner, infinit.cx. The platform fulfilled all the requirements, and it took just a few weeks for implementation and go-live. Goodbye legacy telephone system SV Gruppe currently has a total of 70 agents using Genesys Cloud at two sites, with plans for further expansion. Starting with subscriber support, the software will be successively deployed in other publishing divisions and subsidiaries of the SV Gruppe. “We have been very satisfied with Genesys Cloud and the excellent collaboration with the Genesys partner infinit.cx — from the project inception to present,” said Lüdke. Blueprints for expanded deployment Since telephony was deployed so seamlessly, Luedke now plans to start digitizing mail. This means all incoming mail will be processed via the Genesys solution. The company also plans to rapidly integrate Genesys Cloud with its CRM system. “We want to improve our customer engagement and our goal is to also use voicebots to handle specific standardized service requests with a high degree of automation,” said Luedke. In the long term, Genesys Cloud will play an essential role for the entire media group. “Our trusted traditional business has allowed us to be physically present at almost every doorstep in southern Germany,” said Lüdke. “We are easily positioned to offer delivery of packages, groceries, government letters and documents — and additional services are being planned. Our service-intensive business areas require a high-performance service center and that’s what Genesys technology provides.” The company’s evaluation of Genesys Cloud has been extremely positive. “The most important factor for us is the high degree of transparency of the solution,” said Lüdke. “With Genesys Cloud, we can provide the group management with meaningful and reliable statistics at any time. Thus, we all can constantly monitor what is going on at any moment.” An additional advantage is that she and her team can adjust the system independently, without IT support. The contact center teams, who are also happy with the solution, easily use Genesys to onboard new employees, define and adjust workflows, or route emails based on specific rules. “The decision to implement Genesys solution was the right one in every respect,” concluded Lüdke.

3% reductionin average handling time Improvementsin NPS and agent satisfaction 20,000 monthlycustomer enquiries in four languages handled via messaging10% of all enquiriessolved via messaging without transfer to an agent50% ofall FAQs successfully resolved by bots5% upliftin first-contact resolutionInnovation partners One of Switzerland’s most innovative and sustainable companies, Swisscom is the leading provider of mobile, network, internet and digital TV services for business and consumers. Vital to its success are 4,000 sales and customer service agents who handle more than 50 million contacts annually, mostly incoming calls — in German, French, Italian and English. They also handle emails, chats and letters. Those operations are powered by the on-premises Genesys™ solution, which also connects 16 contact centers with Genesys outbound, workload management, reporting, analytics and workforce engagement management tools. “We’ve been a long-term Genesys client for many years,” said Marcel Hischier, Product Manager Customer Interactions at Swisscom. “It’s more of a strategic relationship. We share the same passion for customer experience and regularly collaborate as innovation partners, coming up with ideas and experimenting.” Building AI and machine learning into routing Strong mutual interest lies in call routing; a subject Swisscom has turned into a science. The company uses it to not only reduce average handling time (AHT), but also ensure customers are connected the first time to agents with the right knowledge and skills. “Voice is our busiest channel, so the smallest improvements can make the biggest impact,” added Hischier. “Having built up experience of AI with our chatbots, we tested Genesys Predictive Routing to judge the future possibilities.” Swisscom chose a 90-day fast-start pilot involving close to 1,000 agents in its German-speaking team. The pilot covered the first three stages of its four-stage approach: Discovery: Understand functions, benefits and metrics Predict and Prepare: Gather data Start Small and Get Ready: Select routing destinations and conduct A/B testing to see the effects Learn and Go Big: Expand use cases in short sprints using agile methodology Offering services securely over hybrid cloud Strictly adhering to data privacy laws, Genesys Professional Services helped feed data to the artificial intelligence (AI) engine using Swisscom performance information. All sensitive data was completely anonymized on site before it was sent to Genesys cloud-based AI services. Crucially, this meant algorithms were constantly updated and refined without the need for Swisscom to make any local system changes. Innovation partners One of Switzerland’s most innovative and sustainable companies, Swisscom is the leading provider of mobile, network, internet and digital TV services for business and consumers. Vital to its success are 4,000 sales and customer service agents who handle more than 50 million contacts annually, mostly incoming calls — in German, French, Italian and English. They also handle emails, chats and letters. Those operations are powered by the on-premises GenesysTM solution, which also connects 16 contact centers with Genesys outbound, workload management, reporting, analytics and workforce engagement management tools. “We’ve been a long-term Genesys client for many years,” said Marcel Hischier, Product Manager Customer Interactions at Swisscom. “It’s more of a strategic relationship. We share the same passion for customer experience and regularly collaborate as innovation partners, coming up with ideas and experimenting.” Through machine learning and algorithms, Swisscom better matched customer calls with the best-performing agents for different types of interactions. And, by switching between traditional and predictive routing, the company could accurately measure the effect. AHT was reduced by 3%. Net Promoter Score at specific touchpoints (TNPS) also improved slightly. There was no negative effect on other KPIs, such as the speed of answer and abandoned call levels. “With Genesys Predictive Routing, we went from queue-based routing to strength-based routing around a specific KPI and customer type, all in a fraction of a second,” said Hischier. “We picked average handling time but could easily have chosen Net Promoter Score or sales orders. That’s what’s so exciting.” Swisscom only needed minimal hardware. The pilot was easy to set up and it didn’t suffer from interruptions or downtime. Building on this success, Swisscom plans to reach its fourth phase, “Go Big” to develop more predictive routing use cases around other KPIs. Blending messaging with bots and chat Digital customer experience is another innovation focus area. Swisscom already has text, social and chat channels, and has added WhatsApp and Apple Business Chat as part of a blended messaging model. “Although messaging is heralded as the new email, you’re still creating extra traffic and workloads to manage,” said Rolf Neukom, Product Manager, Emerging Channels and Bots at Swisscom. “Yet, we felt using messaging as a pure call deflection strategy was the wrong approach, especially if you offer premium-priced services. Instead, by blending it with other technologies, we removed complexity and enriched the customer experience.” The Swisscom messaging architecture covers most reasons for contact, with the exception of contract cancellations, which a separate team handles. The architecture uses plug-ins between the company’s Genesys contact center solution and CRM and back-office systems. In addition, Genesys Bot Gateways simplified the introduction of a fully integrated conversational chatbot service. It consists of concierge (for greeting, intent recognition and agent routing); FAQ (providing generic answers to the most common questions); and flow (solving the customers’ inquiries automatically with backend integrations). Solving 10% of all inquiries and 50% of FAQs Now fully live, the messaging solution enables 140 agents in seven locations to efficiently process approximately 20,000 customer inquiries a month. Conversations are handled in four different languages; a chatbot offers asynchronous assistance. Topics range from mobile roaming and invoice queries to how to install broadband, WiFi and TV services. Like many experiments, Swisscom achieved mixed results but met many of its original targets. “Our Messaging bot resolved 10% of all inquiries, while the FAQ chatbot solved one in every two contacts,” added Neukom. “And we met our goal of achieving at least the same high customer satisfaction and sales conversion rates as our voice channel.” Importantly, by improving message quality, Swisscom also saw a 5% uplift in first-contact resolution. This led to a decrease in wait times, but it was more difficult to assess productivity savings with 90% of messages still requiring human intervention. Out of three possible entry points — IVR, SMS and web — most customers switched to WhatsApp or Apple Business Chat when browsing the company’s “Contact us” webpage. “One of the big learnings was the need to step up from click-bot messaging to conversational experience, so agents could dig into the customer’s issue and remove ambiguity,” concluded Neukom. “With that adjustment, we plan to expand messaging to cover more sales and service use cases.”

Under 90 daysfrom contract signing to full global rollout Two-fold increasein self-service and chat deflection31% lessabandoned calls14% rise in inbound trafficabsorbed without adding headcount$250,000 savingsexpected for annual licensing90% improvement in uptimeHandpicked style always on trend Famed for its membership-based digital brands, TechStyleOS is the retail partner of choice for celebrities like Rihanna and Kate Hudson. Using a unique software engine, its website and eCommerce platform provide personalized experiences for more than 5 million online shoppers. To propel the business forward, TechStyleOS sought to transform its global contact centers. Achieving those goals on a rigid NICE inContact setup was challenging. TechStyleOS found it difficult to integrate its CRM solution, bots and social channels — or offer new services. It was unable to roll back software changes and downtime became more frequent. And its quality assurance was resource-heavy — with little opportunity for real-time intervention. “Our old NICE inContact solution was unstable, difficult to stand up and limited in scope for expansion,” said Jack Roberts, Director, GMS Technology and Applications at TechStyleOS. “In one quarter, our communications went down for over 24 hours on nine separate occasions. The reporting capabilities were very cumbersome and didn’t offer much call information or real-time statistics. In solving those issues, we also wanted the freedom to add channels without having to rely on professional services teams, or external developers or contractors.” Ready to run in 45 minutes Following an 18-month market-wide tender evaluating over 20 potential partners, TechStyleOS chose the Genesys Cloud platform. Its open APIs and simple integrations meant the company didn’t have to cease third-party contracts early and pay high cancellation fees. And the underlying Amazon Web Services (AWS) fabric solved all its stability problems. “Right from our first meetings we saw Genesys shared our ambitions and drive for CX innovation,” added Roberts. “And how we wanted to more closely align our contact centers and agents with digital shopping trends and behaviors.” Initially, TechStyleOS considered taking a phased approach to implementation, but the easy-to-use Genesys interfaces and provisioning tools meant a big global rollout took under 90 days — from contract signing to go-live. Users were off and running after 45 minutes of eLearning and training — in good time for the September peak season. Easy to manage from a distance When the COVID-19 pandemic struck, TechStyleOS rapidly transitioned a global workforce to remote working. “I remember the day,” said Roberts. “It was a Sunday in Serbia and we switched everyone to home working overnight — and then did the same across all our offices. There’s no way we could have done that with our previous NICE inContact technology. In fact, as soon as we went live, our service-impacting incidents pretty much stopped overnight — and we saw a 90% improvement in uptime.” Today, nearly 1,500 fashion consultants use Genesys Cloud to provide dedicated support to customers across brands such as Fabletics, Savage X Fenty, JustFab, ShoeDazzle and FabKids. This digital shopping experience is delivered across 12 countries in seven languages. Largely transactional in nature, contacts include over 10 million member interactions annually via voice, web chat, social media and messaging apps — all handled professionally and efficiently. Supervisors and agents have visibility into accurate real-time reports and have tighter control of KPIs like call quality, handle times and first-contact resolution. “With the quality of the output that we saw through Genesys, it made very little difference whether the tool was being used in an office environment or at home,” said Roberts. “Plus, we don’t need to group agents by specific contact types anymore, ensuring maximum resource efficiency.” Digital simplicity The smart data layer and public APIs embedded in the Genesys Cloud platform connect critical systems and power new connections between applications. For example, now TechStyleOS can simply shift existing carrier services at no charge, which other vendor offerings couldn’t enable the company to do. TechStyleOS has used AI for several years. “We don’t want to use our bots to replace live agents,” added Roberts. “It’s more about spotting situations where a customer can self-serve and reduce wait time. And then feed that time savings back so agents can hold richer, detailed conversations.” Amazon Lex is expected to generate $250,000 in annual license savings. Set up in two days, a bot now frees human agents from dealing with member authentication, billing inquiries, order checks and similar routine tasks. Internally, Amazon Lex bots also support chat and social media message feeds, which incur high traffic volumes. “Along with a two-fold increase in self-service and chat deflection, we’ve found it’s much easier to conduct A/B testing of chatbot workflows with Amazon Lex,” said Roberts. Today, nearly 1,500 fashion consultants use Genesys Cloud to provide dedicated support to customers across brands such as Fabletics, Savage X Fenty, JustFab, ShoeDazzle and FabKids. This digital shopping experience is delivered across 12 countries in seven languages. Largely transactional in nature, contacts include over 10 million member interactions annually via voice, web chat, social media and messaging apps — all handled professionally and efficiently. Supervisors and agents have visibility into accurate real-time reports and have tighter control of KPIs like call quality, handle times and first-contact resolution. “With the quality of the output that we saw through Genesys, it made very little difference whether the tool was being used in an office environment or at home,” said Roberts. “Plus, we don’t need to group agents by specific contact types anymore, ensuring maximum resource efficiency.” Before, the company would pay a voice recording artist through a retainer every time it needed to make an IVR change. “We’d have to write the message, translate it into different languages, arrange the recordings and then upload it into our call flows using Genesys Architect,” said Roberts. “Amazon Polly speech-to-text has been a revelation and we’re now able to make those changes faster ourselves.” TechStyleOS is looking to gain control of data sources that currently sit with a third-party AI provider. One of the retailer’s main focuses is on transitioning to offer a voicebot in addition to its tech bot support. “The integration of our chosen AI platform and Genesys made it an easy decision since we could build the bot without having to contract consultancy services,” said Roberts. “It also fits in nicely with what we are trying to do in Architect, which is that we don’t want the conversation to take place in the bot tool; we want it to sit in Architect. This gives us more control over the reporting and over the flows for specific intents.” More resilience and flexibility for less Combining AWS microservices with triple-active redundancy enables TechStyleOS to push new releases without fear. “Downtime used to be a weekly occurrence, but I couldn’t even tell you the last time we had an incident,” added Roberts. “In productivity terms alone, we believe we’ve saved nearly 2,000 hours.” Maximizing uptime is especially important during fashion launches and busy sales periods. Plus, the number of users can be scaled up or down easily using a low-cost concurrent pricing model — generating significant savings. Happier members and end users Another quick win was the company’s virtual queue, which helps flatten demand curves. Entirely self-built, the system confirms why members are making contact, then offers a callback or redirects them to channels with the shortest queues. In the past, the retailer would run a big promotion in a specific country, see demand spike and scramble to add resources. Inevitably, it missed out on business. “Now, we don’t have those problems,” said Roberts. “In Europe, our abandonment rate has dropped by 31% and we’ve absorbed a 14% rise in inbound traffic without increasing headcount. That’s been helped by reductions in call and chat handling time of over a minute.” And it’s not just member satisfaction that has improved. “Many of our agents work in BPO organizations around the world,” added Roberts. “We regularly do site visits and run focus groups. It used to take several hours to go through all their pain points and negative comments. Since moving to Genesys, most feedback is either aesthetical or around the tools we built internally. And we’re usually done in about 40 minutes.” Innovation is always in fashion TechStyleOS intends to replace its chat solution with Genesys Web Messaging, moving to asynchronous conversations in line with the kind of experiences members get through Facebook, Twitter and WhatsApp. Other plans include introducing Genesys Predictive Engagement with predictive chat so that agents can identify the best time to engage with customers who browse the website. “We’ve started to rethink our member and agent experience — and that has only been possible because of Genesys,” concluded Roberts. “The caliber of the people they assign to our account is one of the biggest benefits when it comes to cross-skilling and beta testing new ideas.”

Moved tocloud in one day Transitioned 100%of agents to home working within hoursSaved €5,000through automated updatesReduced timespent searching for call recordings10% callabandonment issue quickly detected and fixedImproved agilityand innovation opportunitiesFirst impressions count First point of contact for a sparkling array of top Dutch brands, Telefoonaanname.nl provides personalized customer service for over 400 clients, including major annual events like Huishoudbeurs, trade fairs like Horecava and famous tour operators. The business has become a leader in handling large call volumes efficiently and securely. Although contact center operations were running successfully on the on-premises Genesys® PureConnect™ solution, the company was ready to explore cloud. “We were looking to relocate to new premises and our servers had reached end of life,” said Edwin Smit, Co-owner and Founder of Telefoonaanname.nl. “The original Genesys platform had served us well, but it was time to explore cloud scalability and flexibility.” Easy do-it-yourself migration After consulting with customer and employee engagement specialists, Frontline Solutions, Telefoonaanname.nl moved to Genesys Cloud platform. “It was a logical choice,” added Smit. “We do a lot of click-to-dial and call forwarding, which Genesys Cloud makes effortless. The reporting dashboard is clear and easy to use, providing the insights we need to make immediate adjustments. Plus, we saved about €5,000 on annual licensing costs through automatic software updates.” The migration was simple, too. “When KPN installed a Nortel exchange in the 1990s, it involved around 40 people,” recalled Smit. “I converted all our devices and completed the setup for Genesys Cloud on a Friday afternoon with remote support from Frontline Solutions. Everything went very smoothly. And the voice quality is the same or better than we had before.” Fortunate timing One month after migrating to the Genesys Cloud platform, Telefoonaanname.nl had to close its contact center due to COVID-19 restrictions. Fortunately, it was able to protect employees by allowing them to work safely from home. “That’s the big difference now,” said Smit. “We can work effectively from anywhere with just a device and internet connection. Genesys Cloud quite literally saved our business. And our clients didn’t notice the difference when we switched to remote working.” During the early stages of lockdown, call traffic dropped by around 75% as many clients, particularly in retail and hospitality, closed temporarily. Now, as measures start to ease, volumes are growing again. Strong client rapport Agents have consistently been able to build rapport and insight into clients’ businesses. “Even though we’re still 100% home working, it’s as if we’re sitting beside our clients,” said Smit. “Linking our knowledge base, telephony and CRM systems in the cloud means customers get to speak with the same agent or team. So, they don’t have to repeat basic information. They get served more quickly, and we get to know each other better, faster.” The digital process is completely paperless and seamless. The relationship with VVV Gift Vouchers is a great example of this. Calls are always routed to the agent with the right skills and knowledge. They don’t have to search for data. Customer records are automatically pulled from a home-grown l-TeQ CRM system. It’s also simple to check previous conversations.   “Before, we might have had to listen to as many as 20 recordings to get the right one,” added Smit. “Now, with Genesys Cloud, we go straight there in seconds. And, the chat tool means our home workers instantly share knowledge, support each other and stay in touch.” Real-time reporting and agility secure the future With simple traffic-light reporting, managers always have their fingers on the pulse and can quickly jump on issues like spotting — and fixing — a 10% call abandonment rate. It’s also easier to identify incorrect phone numbers and email addresses. Previously, scaling up for previous client events, such as Amsterdam Philharmonic Orchestra concerts, involves frantically squeezing in extra office desks and provisioning new PCs and phone lines. Not anymore. “If we need extra capacity, we simply draft in more home workers and add licenses,” said Smit. Although the pandemic delayed the company’s office move, it still operates perfectly well remotely. In the future, this model could evolve into a hybrid office-home working arrangement, giving clients greater choice of channels powered through tight social, mobile and digital integrations.

80% reductionin need for in-house developmentTwo hours saved per dayper supervisor with AI-powered WEM500,000 calls, chats and textsper year24/7/365crisis support servicesAbility to triagemore critical conversations

90% retention ratefor agents88% satisfaction ratefor students36% reductionin call waiting time8% decreasein average handle time1.5 days lessa week spent on IVR programming15 hoursa week saved on coachingUnique culture Spanning four counties through multiple locations, The University of Texas Rio Grande Valley (UTRGV) serves more than 29,000 students, many of whom are low-income, first-generation attendees. While many other higher education institutions struggled with low and declining enrollment rates, UTRGV successfully increased its student enrollment and retention during and after the COVID-19 pandemic. That success is built on an empathetic culture, which is epitomized by several specialized contact and service centers that handle inquiries about financial aid, admissions and registrars. UTRGV contact centers are mostly staffed by part-time students. They maintain a lifeline for vulnerable learners through their personal and academic challenges. Student agents aim to keep them enrolled and achieve the best possible outcomes, whether that’s helping with financial, educational or emotional support. Preparing for life after graduation There’s nothing unusual about having students who work as part-time agents within an education setting. What’s different is that UTRGV doesn’t suffer from high turnover. In fact, it’s quite the opposite. “Working as an agent is probably one of the hardest jobs on campus,” said Dr. Vanessa Maldonado, Director of Student Service Centers at UTRGV. “It’s a very challenging position dealing with highly confidential information and difficult personal situations. In return, that hands-on experience, learning to use tools like Genesys, prepares them for life after school. It’s also why our agent retention rate is consistently over 90%.” Breaking free from technology ties Prior to moving to Genesys Cloud, UTRGV wrestled with traditional technology challenges. Its previous on-premises system would suffer outages and was hard to integrate with other systems. It also lacked key features like automated call recording, central reporting and customizable wrap-up codes. “Our agents had to make multiple logins and keep several screens open, which wasn’t the most efficient way to work,” said Randy Peña, Assistant Director of Student Service Centers at UTRGV. “Apart from seeing if they were on or off queue, we had no real insight into their performance. So, it was virtually impossible to identify coaching and development needs.” Personalized, efficient and easier to manage With Genesys, agents have a single login and desktop for managing inbound, outbound and chat conversations — all centrally recorded and easy to retrieve. “Before, it took a long time to get data since a request had to be made to our IT department,” said Maldonado. “Now, we can very easily pull metrics ourselves — whether that’s a phone call we need to reference or the volume of a certain day or month. If a student says they were given misinformation, we can easily look up the recording by using their phone number. That has definitely helped resolve a lot of student issues that have come up.” Genesys Cloud also makes it simple to oversee and run the day-to-day operations of the contact center. “As an admin, the Genesys system is very user-friendly,” added Peña. “Trainings can be assigned to employees, so it especially helps with new hires. We can also spot coaching opportunities and review calls with employees.” Other new features have reduced effort and transfers, along with an integration with the university’s Banner ERP system to steer smart routing decisions. This is all helpful in caring for students more quickly and efficiently. With the integration, agents save time in identifying students and can better personalize each interaction. “When a student or parent phones in, they’re prompted to enter a student ID number and are informed of current wait times and offered a callback,” said Maldonado. “The system then attempts to connect them with the person they last spoke with, so they’re not starting from scratch. Or it determines whether it would be better to put the caller through to a Spanish-speaking agent. These are all things we couldn’t do before.” Scoring top grades Introducing callbacks helped reduce call volumes significantly within the first 12 months of going live with Genesys Cloud. Other results include a 14% increase – from 74% to 88%, an all-time high – in student satisfaction; a 36% decrease in call waiting time; and an 8% decrease in average handle time. In addition, UTRGV saved 1.5 days in IVR programming and 15 hours a week using recordings as coaching opportunities. Those positive trends continued in 2022 with student satisfaction rated 3.8 out of 5 for chat interactions. And because integrations with Microsoft Teams and the Blackboard learning management system are possible, UTRGV will also focus on migrating from CampusNexus to a new CRM system and examining the use of chatbots. “Our focus is not only simply on getting students through the door,” concluded Maldonado. “We want to support and guide them through their entire journey, right up to and after graduation. Genesys helps us do that.”

60% increasein customer satisfaction 60% increasein productivity 40% increasein operational efficiency Going for growth Knowing when to adopt more scalable processes and technologies is a vital part of any corporate growth strategy. Without scalability, fast-growing businesses can easily become victims of their own success, struggling to keep up with customer demands. This challenge was becoming apparent at ThunderNet, a telecommunications provider in Venezuela that was experiencing a massive adoption of its internet services. Thanks to an offering that includes the fastest internet speeds in the country and bundles combining connectivity with digital TV, ThunderNet rapidly progressed from being a regional provider to having about 100,000 customers across the country. The company was using a chat platform to communicate with customers over digital channels. However, “it rapidly fell short of our needs as we grew exponentially,” said Enrique Rodriguez, Call Center Coordinator at ThunderNet. “It couldn’t keep up with demand, experiencing frequent and lengthy outages. This was leading to poor customer satisfaction and negatively affecting quality of service.” Working with ESMT Consulting SA de CV in Mexico, the ThunderNet team set about looking for a better option and reviewed several customer experience platforms. “While some of them looked promising, they fell down in two business and customer service respects: capacity and integration capabilities,” said Rodriguez. The Genesys Cloud platform was the one that stood out. As a comprehensive, AI‑powered, cloud-based contact center platform — one that’s able to orchestrate seamless experiences across channels — Genesys Cloud was exactly what ThunderNet was looking for. “We chose Genesys for its outstanding customer service capabilities. It can handle a wide range of channels and allows us to create a complete virtual assistant workflow,” said Rodriguez. “It also has great integration capacity, which allows us to link it to our CRM system and other tools. It can be adapted to our workflows thanks to APIs to facilitate management.” Increasing adoption ThunderNet was thoughtful and prescriptive about its implementation. The company kicked off its Genesys Cloud rollout with web messaging capabilities. It brought voice into the mix shortly after. That was just the beginning. ThunderNet has incorporated Instagram and email communications, implemented automated WhatsApp and call notifications, and added AI-powered reporting. The latter allows supervisors to quickly extract real-time and historical reports, recording analyses and evaluation forms. And the company has taken advantage of Genesys Cloud integration and development capabilities, connecting the platform to its CRM system. Plans include an evaluation of predictive engagement. Today, ThunderNet has about 100 agents using Genesys Cloud. In the past year the platform handled more than 1.2 million inbound WhatsApp messages, nearly 234,000 voice calls and approximately 119,000 web messages. Web messaging has helped ThunderNet handle about 136,000 customer inquiries a month, improving agent productivity by 60%. Similarly, customer satisfaction has risen by 60%, as waiting times via WhatsApp have fallen from 18 hours to five minutes. Meanwhile, the platform’s APIs and CRM integrations have helped improve operational efficiency by 40%. A great relationship The Genesys Cloud platform has “become a fundamental pillar for our company,” said Rodriguez. “Customer satisfaction is our priority. Thanks to Genesys Cloud and the workflows we’ve designed around it, we can provide immediate and efficient services through all contact channels, guaranteeing a positive experience for our users.” Strong partnerships were integral to this progress and the success ThunderNet has achieved so far. “Our experience with the Genesys team has been extraordinary,” said Rodriguez. “They’ve been with us throughout the evolution of our processes, providing immediate responses and quick solutions whenever needed.” Rodriguez added that the involvement of the ESMT Consulting team was essential as well. Working with ESMT helped simplify the Genesys Cloud implementation. “Thanks to their guidance, the transition was fluid,” he said. “The ESMT team kept us continually updated on progress, which gave us confidence and security throughout the process. Their support was key to the success of the transition.” Together, these partnerships and the Genesys Cloud implementation have helped ThunderNet not only improve service quality while managing massive growth, but have also led to a substantial competitive advantage. ThunderNet has transformed its customer experience to achieve an industry-leading level of service quality. It represents “a literal before and after of standards across the country,” said Rodriguez. “Genesys allows us to interact with customers across multiple channels, perfectly integrated into our CRM system. Watching other companies striving to meet similar quality of service standards reflects the positive impact we’ve had on the industry.” To learn more about the solutions featured in this case study, visit www.genesys.com.

First call resolution improved to 97.5%Abandonment rate below 3%10 second average wait time Through better routing, average handle time dropped 60%Schedule adherence improved 30%All-in-one solutionTMMA is a division of leading Japanese insurance company Tokio Marine Nichido. Headquartered in Sydney, TMMA’s customers are the Royal Auto Club of Australia — representing 5.5 million people. Its customers contact them for a variety of reasons, including to get quotes and purchase travel insurance, service their policy and make a claim. The company has more than 140 employees across Australia and New Zealand, and is always striving to provide excellent customer service around the clock. TMMA faced limitations with its previous PABX telephony system — unable to incorporate either a call recording or workforce management function. It relied on spreadsheets for rostering and scheduling, which was a time-consuming and inadequate process that couldn’t keep up with the growth of the business. With the acute understanding that service is a differentiator within its industry, TMMA wanted to deliver above its SLAs. By introducing the all-in-one Genesys Cloud™ platform, TMMA was able to achieve a 60% reduction in average handle time, and first call resolution is now around 97.5% through better call routing. The utilization of Genesys Workforce Engagement Management tools has improved schedule adherence by 30%. This helped increase productivity in the contact center on top of an 88% increase in customer interactions. The company was able to reduce its call abandonment rate to less than 3% by adjusting schedules to when its customers were the most active. Agents can now handle 50% more calls per month than they could the year before, leading to reduced operational cost. Utilizing adherence and quality evaluation forms, Tokio Marine can maintain service levels and ensure that its staff meets its targets. The company was able to reduce its call abandonment rate to less than 3% by adjusting schedules to when its customers were the most active. Agents can now handle 50% more calls per month than they could the year before, leading to reduced operational cost. Utilizing adherence and quality evaluation forms, Tokio Marine can maintain service levels and ensure that its staff meets its targets.

30% reductionin repeat contacts 10% increasein customer satisfaction (CSAT)50% increasein response within SLA rates Increasedservice levels Decreasedaverage handle time (AHT) Greater service flexibilityreliability and scalability Bridging businesses and communities Tokopedia is in the business of people, and its continuous increase in online traffic proves its hypergrowth. As one of the biggest names in eCommerce, the Indonesia-based business is on a mission to democratize and empower commerce for everyone, everywhere, across the country. “At Tokopedia, we believe that everyone should have equal access,” said Rudy Dalimunthe, Senior Vice President of Customer Excellence at Tokopedia. “Customers should have the same opportunity to buy at the same transparent price, and sellers should have the same opportunity to sell their products all across Indonesia.” To do that, Dalimunthe and his team understood that users needed to trust that the Tokopedia platform could facilitate seamless interactions, experiences and transactions — or they would switch without hesitation. “For marketplace platforms like ours, the switching cost is very low,” said Dalimunthe. “If you cannot deliver the best customer experience before, during and after sales, people can move from one platform to another easily at no cost.” But handling millions of users and over 11 million merchants in the world’s largest archipelago is a monumental task. With a legacy on-premises system that was unable to support its growing capacity, the Tokopedia team turned to Genesys. And with the Genesys Cloud platform, the eCommerce giant has scaled its communications, ensured reliability and provided flexibility in its telephony services — enhancing its foundational elements in delivering superior CX. The competitive differentiation: customer experience The primary reason customers and sellers keep coming back to Tokopedia is for its CX. “We are not known only for our technology or product, but also for our customer experience,” said Dalimunthe. And the numbers speak for themselves: Tokopedia saw more than a 30% reduction in repeated contacts to its contact center and a 10% increase in its CSAT rates, which is a huge indication of its increased service levels. With that also comes an increase in agent efficiency. The team saw a reduction in its AHT and an astounding 50% increase in response rate. Delivering the best experience remotely When you’re in the business of people and experiences, you don’t stop just because the world has. Understanding that customer and seller emotions would run at an all-time high due to sudden COVID-19 lockdown restrictions and limited mobility in the region, the eCommerce giant rolled out a 100% work-from-home capability, setting up over 1,000 agents to work from home with cloud-based office systems in just one week. “What excites me about the future is there will be more automations for both our customers and service agents,” concluded Dalimunthe. “Especially with the strong partnership we have between Tokopedia and Genesys, it doesn’t matter where they are — they will be able to work effectively. So, I imagine that we will be able to deploy a hybrid workforce model to give our agents the flexibility they want to work at home or in the office — yet deliver service excellence regardless.” “For example, in 2020, a customer service agent could handle only six customer service tickets per hour,” said Dalimunthe. “But since we’ve implemented the Genesys solution, they can now handle more than 10 tickets an hour at a better-quality level. So, we’ve seen productivity skyrocket.” Repeatedly, the Tokopedia team has proven that they set the gold standard in CX across APAC. Delivering the best experience remotely When you’re in the business of people and experiences, you don’t stop just because the world has. Understanding that customer and seller emotions would run at an all-time high due to sudden COVID-19 lockdown restrictions and limited mobility in the region, the eCommerce giant rolled out a 100% work-from-home capability, setting up over 1,000 agents to work from home with cloud-based office systems in just one week. A composable future Tokopedia has huge partnership plans. Moving forward, it hopes to collaborate and leverage the composable nature of the Genesys Cloud platform to enhance its soft services and build in greater automation into its offerings — ensuring its top position in delivering a white-glove service experience that customers and sellers know and trust. “What excites me about the future is there will be more automations for both our customers and service agents,” concluded Dalimunthe. “Especially with the strong partnership we have between Tokopedia and Genesys, it doesn’t matter where they are — they will be able to work effectively. So, I imagine that we will be able to deploy a hybrid workforce model to give our agents the flexibility they want to work at home or in the office — yet deliver service excellence regardless.” A composable future Tokopedia has huge partnership plans. Moving forward, it hopes to collaborate and leverage the composable nature of the Genesys Cloud platform to enhance its soft services and build in greater automation into its offerings — ensuring its top position in delivering a white-glove service experience that customers and sellers know and trust.

Completedan accelerated implementation60% reductionin customer wait timeConnect with customersacross multiple channelsConversational AIfor all product FAQs and inquiriesHeightenedsecurity levelsImprovedproduct marketability

1-2 min reductionin call handle timesImproved agentreadiness when assisting customersUse of AI-enabledvoicebots and chatbots eases spike in call volumesTOT Public Company Limited is a Thai state-owned telecommunications and digital services provider. Laying the foundation for telecommunications in Thailand for over 60 years, TOT has always strived toward customer experience excellence. In the wake of the COVID-19 pandemic, TOT contact centers were witnessing two to three times the call volumes. As a service provider operating on behalf of the government, TOT had to manage the fragile balance between empathy and timely information with anxious citizens and businesses seeking clarity on government actions in response to the pandemic. Providing live agent services for every inquiry using their existing system was ineffective. Moreover, owing to health and social distancing measures, the company had to limit the number of agents at its contact center facility. TOT needed a solution that could scale rapidly and optimize agent resources. The potential of cloud and AI-driven automation resonated with its goal to address the demanding situation. To ensure superior customer experience without compromise, TOT turned to the Genesys Cloud™ platform as the best fit to suit its needs. TOT Public Company Limited is a Thai state-owned telecommunications and digital services provider. Laying the foundation for telecommunications in Thailand for over 60 years, TOT has always strived toward customer experience excellence. In the wake of the COVID-19 pandemic, TOT contact centers were witnessing two to three times the call volumes. As a service provider operating on behalf of the government, TOT had to manage the fragile balance between empathy and timely information with anxious citizens and businesses seeking clarity on government actions in response to the pandemic. Providing live agent services for every inquiry using their existing system was ineffective. Moreover, owing to health and social distancing measures, the company had to limit the number of agents at its contact center facility. TOT needed a solution that could scale rapidly and optimize agent resources. The potential of cloud and AI-driven automation resonated with its goal to address the demanding situation. To ensure superior customer experience without compromise, TOT turned to the Genesys Cloud™ platform as the best fit to suit its needs. Moving to the Genesys Cloud platform has improved call handling times, as TOT employees are now empowered with relevant information when assisting customers. Additionally, the partnership with Google to deliver an artificial intelligence (AI)-powered virtual agent has overcome the issue of soaring call volumes and taken the mounting pressure off of agents. The virtual agent has helped increased first-call resolution rates by augmenting the tasks of human agents to ensure superior customer experience. “During the spread of COVID-19, we found that the number of customer interactions increased two to three times than before. Genesys Cloud helps us in covering the extra volume of customer contact. We know we can’t keep adding agents in our contact center facility. For us, automation — like voice or chatbot technology — is part of the self-service modernization. With Genesys and Google Contact Center AI, we found that we could use technology, like text-to-speech and automated speech recognition, to deliver new content faster. Google Dialogflow and Genesys Designer help us create new chat and call flows without having all the traditional knowledge. With the new agent desktop, our agents can now work faster during and after customer conversations. We could save one to two minutes per call,” says K. Santhiphap Phoemmongkhonsap, Senior Director, Cloud and Digital, TOT Public Company Limited

20% decrease in call abandon rates+71 NPS score through COVID-19 Five-day migration period Cost savings on the toll-free lineTSB Bank Limited (TSB) is a 100% New Zealand-owned community bank with 25 branches nationwide. Delivering empathetic and superior customer experience is at the heart of TSB. In 2019, it recorded a customer satisfaction score of 81.3% — the highest of any bank in New Zealand. Continually striving to raise customer satisfaction levels, TSB wanted to explore a contact center platform with more innovative functionalities that could scale with the business to meet future needs. “The experience we want our TSB customers to feel when they contact us is one where they feel a part of our family, and they feel welcome, listened to and heard,” said Lisa Macnee, Head of Digital and Customer Engagement Center. Deploying a future-proof contact center To modernize its contact center platform, TSB wanted to ensure it could offer customers the flexibility to self-serve on the channel of their choice or interact with a live agent for more complex inquiries. “The previous system was good, it was just that it was limited, and we needed to get into the cloud and get in with the 21st century,” said Macnee. Anticipating the stricter lockdown measures looming in the early weeks of the COVID-19 pandemic, the TSB team accelerated its planned cloud deployment timeline of two months to under two weeks. The ease of deployment with the Genesys Cloud™ platform enabled Datacom, a partner of TSB, to facilitate the migration in under 10 days — all without compromising the potential for future growth and enhanced functionality. Combining ease of deployment with effortless integration via the cloud allowed TSB to remain a dependable banking partner for customers throughout the unprecedented lockdown period when they were unable to visit a branch for their banking needs. “We’ve been able to maintain and increase our NPS score to a +71 through COVID-19, and we know that that’s through the things we’ve been able to do with Genesys Cloud,” she added. Empowering and engaging a remote workforce Migrating to the Genesys Cloud platform resolved two crucial business continuity requirements: the ability to enable TSB employees to work from home securely and easily scale the business on demand. TSB was able to immediately transition its 65 agents to a work-from-home environment to adhere to the stringent security and compliance regulations governing banking institutions. “We went from our old system to Genesys Cloud, remote working through COVID-19, in something like five days. It was incredible; it was outrageous; and we could not have done this without our partner — Genesys,” said Macnee. TSB scaled IT capacity swiftly with Genesys Cloud, increasing its agent count by 30 people without facing any licensing hurdles. All agents were onboarded remotely and trained to operate in a work-from-home environment. Despite call volumes spiking by 40% to 50% during the lockdown period, TSB contact center agents delivered personalized customer experiences from the safety of their homes. “There are so many things that are possible with Genesys Cloud that weren’t possible before. Remote working, for a start, was a godsend through COVID-19,” said Macnee. In addition, the ability to change auto-attendant messages on demand gave TSB the flexibility it needed during a time of crisis. “The Genesys Cloud platform delivered and TSB avoided any serious reduction in its ability to serve its customers during the crisis. In fact, the experience brought the bank closer to the people it serves,” said Hamish Archer, General Manager of Technology at TSB Bank. Delivering an effortless omnichannel experience Before moving to the Genesys Cloud, the surge in customer calls would have resulted in high abandonment rates. The callback feature ensures an integrated experience that lets customers schedule a callback at any time — from any channel. “We reduced abandonment rate by 20% with the new callback feature, which is phenomenal,” said Macnee. The indirect benefit for the bank is the cost savings on its toll-free line. Another feature that has been well received is the IVR, which enables customers to identify themselves and receive prompt responses to general banking queries. Transitioning to a digital experience has allowed TSB to use Genesys Cloud and ensure customers are routed to the agent with the best-suited expertise, no matter which channel they choose. And that has created an effortless, unified experience. The cloud platform gives TSB a future-ready infrastructure to seamlessly support the integration of new applications and functionalities to deliver exceptional customer experiences. “The Genesys Cloud migration was a really terrific example of commitment, agility, communication and all that other good stuff that you ever experience with a project of this size,” concluded Macnee.

Enhanced employeeefficiency across the businessBoosted employeeexperience and satisfactionIncreased flexibilityfor personalizationImprovedcustomer satisfactionBuilding a fluid experience with an open platform In its journey to become China’s leading automotive brand, Tuhu is on a mission to make car maintenance simpler. From service inquiries to online orders to installation and after-sales care, the company adds convenience with its automotive products and services — using online and offline channels like its website, mobile app, dedicated call center and third-party eCommerce platforms to reach its customers where they are. So, it’s no surprise the company now has more than 66 million customers (20% of Chinese car owners). For Tuhu, delivering a frictionless customer experience is table stakes — not a destination. “Our goal is to continuously improve customer experience because the boundaries between brand marketing, sales and services have become increasingly blurred with digitalization,” said Cui Xu, Technical Production Manager at Tuhu. “So, we’ve come to realize the strategic benefits of managing each customer touchpoint.’’ Since omnichannel has become the new standard, Cui Xu and his team knew they needed an open platform that enabled seamless integration with its existing solutions and allowed for flexibility and customization. This is when the team turned to Genesys — blending the world of self-service and agent-assisted services to make every interaction personalized. “To perfect the process experience and system functionality, we deployed the Genesys Engage solution and integrated the Genesys voice solution to support our proprietary phone system,” said Cui Xu. “And because customer feedback has been great since we started this partnership, we have continued to work together.” Bringing the human touch to omnichannel The motto for Cui Xu’s team is simple: Great customer experiences and convenience win customers. “We want to ensure our customers have a perfect experience,” said Cui Xu. “From ordering online to offline installation, they can and should enjoy a genuine, professional service from beginning to end.” And that is exactly what the Genesys voice solution helped Tuhu achieve. “Since deployment, customers have shared that our customer service is good, highly efficient and very thoughtful,” said Cui Xu. “In their eyes, we can understand their needs and address issues quickly.” Despite the great results and feedback, Cui Xu’s team continues to closely monitor things. “I think we should never take our eyes off the Net Promoter Score because it gives us a progressive measurement of our customer experience,” added Cui Xu. “So, we need to keep a watchful eye on this benchmark to maintain our position.” Empowering employees for the future of work Building a highly efficient customer service platform benefits employees and customers. Harnessing the capabilities of artificial intelligence, IVR and quality assurance monitoring has enabled the Tuhu customer service team to digitally transform its operations and provide fresh insight into how they are working — enabling continuous improvements. “It’s not just about keeping our customers satisfied,” said Cui Xu. “Our teams have worked very hard to drive business success, so we want to make things simpler and more flexible for them.” Leveraging its new, efficient platform, Tuhu hopes to provide employees with a better work-life balance powered by flexible on-site management and scheduling modes. Next steps Tuhu is a Genesys partner that embodies the “experience is everything” motto. With a plan to make flexible work a reality and the continuous ambition to drive a great customer experience, it won’t be surprising if the business sets the industry standard in the automotive space and beyond.

Live in62 days90% CSATrating90% reductionin wait time26% fewerabandoned callsFewer transfersand less need for IVR with returning callersReduced innovation leadtimes from weeks to daysTwiddy & Company, the Outer Banks vacations rental leader, helps create memories with access to over 1,100 vacation rental properties along 25 miles of the North Carolina coastline. Much has changed since the family-owned business started over 40 years ago. In addition to other professional property management companies in the Outer Banks barrier islands, Twiddy now competes with digital players like Vrbo. Its customer experience starts from the minute a potential guest browses its website or calls a Twiddy office for a reservation. It continues when they check into their spotless holiday home. Previously, Twiddy managed those interactions via on-premises Cisco VoIP technology that had reached capacity and end-of-support. Then the COVID-19 pandemic hit, exposing legacy system limitations and making it clear it needed to modernize its tech stack and move to the cloud. “We saw enormous spikes with up to 10 times more calls a day from owners reaching out to our owner services team to inquire about their properties, and guests contacting our guest services team with questions ranging from whether or not they would still be able to stay in their vacation home to inquiring about refunds,” said Blake Stockslager, CIO at Twiddy. “Our legacy phone system simply could not cope. So, many of our homeowners and guests sat in long queues or kept getting a busy tone.” An impressive migration Twiddy quickly arranged regular virtual briefings to keep its owners and guests informed, while the company sought advice from an independent consultant for a permanent cloud-based solution. “After this experience, we knew that we never wanted to worry about managing hardware, scaling issues or complex licensing models again,” said Stockslager. “Plus, we wanted a better approach for employees who now found themselves working remotely. Genesys ticked all the boxes, especially for ease of use.” The migration to the Genesys Cloud platform was equally impressive. “Genesys said it would take just 60 days and we just couldn’t believe it,” added Stockslager. “We had 60-plus call flows; over 100 people to train; admin skills to acquire; and various integrations with Salesforce, databases and our telco provider. But amazingly, they delivered as promised.” Business continuity procedures that were already in place to deal with seasonal events like hurricanes now involve fewer steps. There are no VPNs to provision and no softphones or desktops to configure. Instead, agents can connect to Genesys via a web browser on their laptop or tablet — saving more money on hardware. More personalized service Integrating Genesys Cloud with Salesforce was particularly important to Twiddy. “By dipping into our CRM, we’re able to intelligently route each call to the best-placed vacation specialist, eliminating frustrating IVR menus and transfers,” said Stockslager. “We already know who the customer is and the most likely reason they’re calling. This means we can answer their questions faster and provide better advice based on knowledge of the property’s location and amenities.” The Genesys Architect low-code tool made it easy to extend capabilities like identifying returning callers and reconnecting them with the agent they dealt with before — building rapport and deepening relationships. Similarly, outbound calling campaigns can be designed in Salesforce and imported into Genesys Cloud through a simple drag-and-drop interface. Innovation and KPI improvements On its previous system, Twiddy was limited to 75 concurrent and 100 named agents, which meant it could only handle 40% of the calls it received when the pandemic hit. Now, it has virtually limitless scalability and can spin up new seats and innovation on the fly. “Our supervisors can do so much more without involving IT, which lightens our reactive workload and allows us to continue to build for our future,” said Stockslager. “Before Genesys, we’d often work overtime and it could require several weeks to design, test and push service enhancements. Now, it usually only takes a few days.” A better user experience provides powerful adaptability. The next stop is a chatbot to speed up check-in, balance inquiries and requests to add beach rental equipment. Agent productivity has also improved with faster logins and less time spent on after-call work and wrap-up codes. Resource planning is automated through Genesys Workforce Engagement Management, releasing supervisors from manually gathering data and maintaining spreadsheets. Previously, it took three days to schedule and forecast — now it takes only a few minutes. “We produce monthly forecasts in minutes and the system assigns tasks and decides the best time to take breaks, arrange training or switch an agent to outbound,” said Stockslager. “And we’re able to review calls and deliver targeted coaching, which again we couldn’t do before.” “With coaching, we can provide relevant feedback to our agents through call recording to help everyone become better at customer engagement. We all strive to do more and through WEM’s coaching our supervisors can review calls, make notes at the appropriate times, and then discuss training opportunities with agents. This also ties in to WEM’s scheduling of when the best time for these meetings would be and make sure it doesn’t impact call center KPIs.” These gains have translated into higher performance numbers. After eight months on the Genesys Cloud platform, Twiddy customer satisfaction (CSAT) is up to 90%, while average wait time dropped by 90% and abandonment rates are down 26%. “For us, super human service means that we can now deliver southern hospitality digitally, and at scale,” concluded Stockslager. “Genesys allows us to do that and focus on people, not technology.” The migration from legacy on-premises technology to modern cloud leaves Twiddy fueled for the future — no matter what comes its way.

Sevenlegacy systems retiredMore than $2 millionexpected lifetime savings20 million interactionshandled annuallyFive months to migrate multiple client organizations and thousands of agents over 12 global locations3 millionmonthly API calls and growingAdded two moresupport channels for a total of sevenPioneering integration for seamless IT solutions Unisys is committed to fostering innovation and facilitating breakthroughs for organizations worldwide. As a prominent global service provider, the company’s IT solutions are mindfully crafted to seamlessly integrate not only with its internal delivery infrastructure, but also with a multitude of distinct client systems operating within separate networks and security domains. At the core of its contact center operations lies a 24/7 help desk that upholds stringent, penalty-bearing availability targets. Unisys excels in managing service requests and delivering critical frontline technical services, ensuring that downtime or outages are simply non-negotiable. Enabling excellence through customer-centric innovation Unisys agents are the backbone of the company’s remarkable track record, efficiently managing millions of contacts annually. Their dedication has not only earned Unisys numerous accolades and awards for exceptional service and support, but also fostered enduring client relationships marked by consistently high levels of customer satisfaction. The secret to this continuous success for Unisys lies in its unwavering commitment to setting new benchmarks for both customer and employee experiences. As part of its focus on delivering exceptional service and seamless customer journeys, Unisys recently made a strategic decision to upgrade its Contact Center as a Service (CCaaS) solution. “We refuse to settle for the status quo,” said Aron Meyer, Solution Architect, Digital Workplace Solutions at Unisys. “Reimagining customer journeys entails a holistic approach encompassing performance, scalability, data, automation and systems integration. We enthusiastically seized the opportunity to collaborate with a reputable CCaaS provider to deliver an enhanced customer experience.” Empowered to elevate customer and agent experiences With its AI-powered proactive resolution tools suite, the Genesys Cloud platform allows Unisys to focus on elevating customer and agent experiences. It also offers a simplified pricing structure with fewer resources focused on system administration and support. “Our clients prioritize effective hybrid working, so we sought a cloud platform that not only offers expedited end-user support, enhanced security and reliability, but also fosters accelerated innovation,” said Meyer. “Genesys delivers on these fronts and more, and the fact that it‘s built on AWS, a trusted and familiar brand for our customers, further strengthens our offering.” Transforming the communication landscape Unisys achieved a swift deployment in under five months without disrupting client services. Key to its success was implementing a solution that seamlessly combined a “bring-your-own-carrier” model with Genesys Cloud Voice, incorporating 12 customizations. “It was a consolidation of numerous mini-migrations into one unified service,” said Meyer. “Previously, we managed ten different platforms, including contact center solutions, telecom tools, workforce and quality management systems. Now, we’ve streamlined to just three core systems, while introducing a wealth of valuable features and connections.” This transformation provides agents with a single desktop interface for managing all inbound, outbound, text, and email communications using Genesys Web Messaging. It also includes communication originating from Google Chat and Microsoft Teams. “Web messaging represents a modern approach to customer engagement and digital interactions,” said Meyer. “Its asynchronous nature allows agents to handle multiple interactions concurrently, providing a distinct performance advantage.” The upgraded system brings new capabilities, such as workforce engagement tools, scheduled callbacks, self-service applications, and post-call and post-chat surveys. Additionally, Unisys has leveraged the platform’s open APIs to integrate three chatbots, two IVR systems, Genesys Analytics, Universal Messaging, ServiceNow connectors and two AppFoundry® Marketplace solutions. The Unisys team has fully embraced the solution’s composability, making over three million API calls per month. Furthermore, Unisys quickly adapted to customize the platform, thanks to Genesys Beyond online training tools. “Our development and support teams swiftly gained proficiency, and we now seamlessly integrate work items from our service management platform,” said Meyer. Unisys achieves seamless migration, savings and enhanced CX Undertaking the implementation itself, Unisys successfully migrated its agents and client organizations across global locations. During this process, seven legacy systems were eliminated, paving the way for anticipated lifetime savings exceeding $2 million. “Our clients can now choose from seven support channels: Microsoft Teams and Google Chat, which was newly introduced, in addition to voice, web messaging, email, SMS, and our ITSM portal,” said Meyer. “Through AI integration, we optimize their experience by reducing queuing times and offering more efficient automated resolutions. Genesys Agent Assist further accelerates contact handling and enhances accuracy by applying Genesys AI.” Unisys leverages its analytics program to identify points where customers may encounter challenges or disengage from automation during their journeys. Early results also indicate improvements in handle times and employee engagement with the adoption of Genesys Workforce Engagement Management. “Our efforts have translated into enhanced customer satisfaction, particularly in terms of call quality and text-to-speech clarity,” said Meyer. “Additionally, sentiment analysis enables our managers and team leaders to pinpoint specific coaching needs and knowledge gaps more effectively. We are also considering gamification for the future, as it offers a fun way to recognize and reward our dedicated team members.” To bring it all together, Unisys has embarked on a journey to elevate its IT and BPO service delivery worldwide. “Through strategic partnerships with Genesys and the implementation of cutting-edge solutions, Unisys has not only streamlined operations but also enhanced customer experiences on a global scale,” said Alan Shen, VP, Solution Portfolio and Development, DWS at Unisys. “This transformation has led to substantial cost savings, seamless migrations, and the introduction of innovative features and capabilities, all while prioritizing customer satisfaction and efficient agent interactions.” To explore more about the Unisys journey and its solutions, visit Unisys.com. Redefining CX for the age of AI Hear more from Unisys on how its leveraging Genesys Cloud AI and its AI adoption journey. Watch now

100% increasein interactions through chat35% risein voice contact rates38% increasein conversations through WhatsApp2% decreasein agent turnoverThe Universidad Tecnologica de México, UNITEC, is one of the largest university education institutions in Mexico. More than 90,000 students enter its 11 campuses distributed throughout the country every day. It has over 100 academic programs oriented to the needs of the working world, which are offered through face-to-face, executive and online modalities. The Economic Support Program finances half of the students at UNITEC, providing them with First-Income academic scholarships to carry out their high school, undergraduate or graduate studies. In addition, UNITEC recognizes the efforts of students with access to educational funds and part-time employment. Making a complex decision easier UNITEC is strongly oriented toward facilitating social mobility in Mexico. “We serve a very large group of young people who are facing the challenge of growing professionally,” said Leandro Cruz Hernández, Digital Director and Customer Experience at UNITEC. “Furthermore, what and where to study are two complex decisions, which are often made along with the father and mother over a period of several months.” “These are highly digitalized young people who, during their last year of high school, look for options through all the tools available on the Internet. Our challenge is to stand by them. Our educational advisors invite them to visit the facilities,” added Cruz Hernández. “And whether on campus or when they return home, we accompany them with digital campaigns and content that help them make the decision.” UNITEC has always been aware that young people are immersed in a digital world, but it relied on different technologies, applications and processes to respond to them. It needed a new solution to speed up and improve the university experience for students and teachers. UNITEC identified that its legacy on-premises system had at least three flaws. Disintegration. There were standardized processes, but the different technologies didn’t offer the visibility needed to understand what was happening at multiple points of contact. Lack of effectiveness. When changing the channel, the user had to transmit a query the same way as the first time. This deteriorated the quality of the experience and increased response times. Isolated information in silos. The data that allowed UNITEC to build a picture of the user’s needs didn’t travel with that user from one point of contact to the next. To overcome this, UNITEC sought a cloud-based customer experience solution. After evaluating different providers, the Genesys Cloud solution was chosen for its integration capabilities and proven stability. The implementation was successfully done by Genesys Professional Services and partner Kranon. Meeting all students’ needs Recognizing that its young clients are the first to adopt technology, UNITEC knew it needed to accommodate them. “We didn’t approach them until we built a very precise client path — a path that includes the family and clearly identifies the moments of truth,” said Cruz Hernández. To bring the students closer to their teachers, UNITEC created a digital experience that conceives the campus as an always-connected environment. “We evaluated different technologies with the aim of achieving a 360-degree experience,” said Cruz Hernandez. “Genesys Cloud is the omnichannel solution that was perfectly integrated with Microsoft Dynamics CRM. And it has the flexibility we needed to give the customer what they were asking for.” Today, UNITEC manages all channels through the Genesys Cloud solution, including inbound and outbound voice calls, chat, WhatsApp messages, Facebook, email and click-to-call from the website. “The whole community enjoys that omnichannel nature from the internet portal,” added Cruz Hernández. “There, both students and teachers can choose how to communicate.” In the past, it was complex and costly for UNITEC to understand how to read the data generated through client interactions. “Now, the data that is produced helps us to improve the experience,” said Cruz Hernández. “The cloud allowed us to generate smooth conversations. Now we can identify the person in a very unique way, from the first time he contacts us and throughout his life as a student. It was quick and easy to implement. It simply works… all the time.” Fostering agent satisfaction All 250 agents in the UNITEC contact center now use the Genesys Cloud solution. All contact rates have improved; chat volume has increased by 100%. “And the automatic voice dialing tool allowed us to have 35% more contact with our prospects compared to last year,” explained Cruz Hernandez. “WhatsApp conversations grew by 38%, but in addition, because the application is integrated into the cloud, our educational advisor can see the conversations he has had before with that student and can follow them up better.” The effect on the contact center team was also overwhelming. Now that it’s easier to achieve objectives and conversations are smoother, agent turnover decreased from 4% to 2%. A platform that’s ready for the future “Digital channels are what our students use and expect, and we are excited to offer that,” added Cruz Hernandez. “Switching to Genesys Cloud has been really great for everyone involved — a phenomenal change. I would recommend it to anyone who is considering moving to an ‘all-in-one’ solution in the cloud.” “With Genesys technology, we are able to offer the best service possible and change the lives of students who contact UNITEC,” concluded Cruz Hernandez. “Without this platform, we would not be able to help as many people as we do today.”

100% of callsanswered after migration100% remoteoperations to address COVID-19 mandates20% decreasein average sales call time30% reductionin average assistance call timeAccelerated growth creates a real challenge Universal Assistance provides comprehensive travel assistance services to customers across Latin America. For over 40 years, its extensive network of providers has helped to protect people so they can travel anywhere safely. In 2018, the company became part of the Cover-More Group, the travel insurance and assistance division of Zurich Insurance Group, a milestone that increased its operational capacity and created global opportunities. But the accelerated growth at Universal Assistance represented a real challenge for its contact center solutions. Seeking innovation — and a trusted partner Universal Assistance manages more than 2 million contacts per year, 24/7, with multilingual operators. And its contact center is the heart of it all. The voice channel is key because it makes travelers feel more comforted when they seek medical help. “Without this tool, we could not assist our clients nor could we manage the network of health and logistics service providers. It is the engine of the whole process,” said Ariel Dorfman, Technology Manager at Universal Assistance. But the company’s huge operational growth exceeded the capacity of its communications platforms. “When we hit 40,000 calls a day — up from the 10,000 we started with — the existing platform couldn’t handle it. It wasn’t ready to deal with that volume of contacts,” Dorfman said. “Without this tool, we could not assist our clients nor could we manage the network of health and logistics service providers. It is the engine of the whole process,” said Ariel Dorfman, Technology Manager at Universal Assistance. But the company’s huge operational growth exceeded the capacity of its communications platforms. “When we hit 40,000 calls a day — up from the 10,000 we started with — the existing platform couldn’t handle it. It wasn’t ready to deal with that volume of contacts,” Dorfman said. This was the turning point. Universal Assistance sought a technology ally that could guarantee high-quality service in its predominant channel. It also wanted a partner that allowed the company to innovate by orchestrating multichannel capabilities — and was always ready to help. “The product itself is not enough. The support you have behind you is the key,” said Raffaele Loiacono, Latin America CIO at Universal Assistance. “This is an aspect that goes beyond technology, and it was definitely what makes Genesys stand out from the rest and made us select them.” This was the turning point. Universal Assistance sought a technology ally that could guarantee high-quality service in its predominant channel. It also wanted a partner that allowed the company to innovate by orchestrating multichannel capabilities — and was always ready to help. “The product itself is not enough. The support you have behind you is the key,” said Raffaele Loiacono, Latin America CIO at Universal Assistance. “This is an aspect that goes beyond technology, and it was definitely what makes Genesys stand out from the rest and made us select them.” Strengthening the voice channel Each week, the technology team at Universal Assistance received a report of calls with problems. Even though the team followed up on them, it had no way to improve call quality. “We had a high ratio of calls with audio problems — choppy calls or with poor sound quality — and that was something we couldn’t accept for our standards,” Loiacono said. At the end of 2018, Universal Assistance solved this by migrating to the Genesys PureConnect™ application. “Three days after the migration became effective, I remember calling the reporting team and asking them why they hadn’t sent me the problem email. They said, ‘We don’t have any issues.’ For us, the difference was day and night,” said Dorfman. The percentage of problem calls dropped to zero. At the same time, improved audio quality reduced the average call time from 18 minutes to 15 minutes in sales interactions and from seven minutes to five minutes in support operations. “We were looking for quality, performance and support — and we found it all in Genesys,” said Dorfman. Achieving omnichannel engagement An important part of the work within the Universal Assistance contact center is providing containment to travelers and measuring the level of risk they’re experiencing. Contact center agents receive all types of requests — from the most basic to the most sophisticated. And customer demands continue to evolve. “Today, many passengers do not want to talk to an experienced operator, but to a doctor who can give them peace of mind. That is why we are opening other channels of communication,” explained Loiacono. The company intensified its digitalization strategy by migrating to the Genesys Cloud platform, adding new channels — chat, email and chatbots — with the ability to synchronize the omnichannel context within the same interaction. This innovative approach allowed Universal Assistance to effectively manage the entire customer journey. And that meant it could provide the personalized and contextualized experiences that today’s digital customers demand. A rapid rise to the cloud On March 20, 2020, the Argentine government issued stay-at-home orders in the wake of COVID-19. This meant that new Universal Assistance offices in Buenos Aires, which opened a week earlier, had to close. “Our new challenge was to bring a local contact center to the cloud overnight. The cloud was the only solution we found to address the challenging scenario posed by the pandemic,” said Loiacono. Loiacono notes the process was transparent because Genesys and its partner In Motion were always with them. The companies made all the necessary resources available — technological and human — to implement the change in 48 hours without any issues. “The infrastructure did not suffer; there was no saturation or quality problems,” said Loiacono. “Thanks to this, today we have 100% of the company working remotely, ensuring business continuity.”

Six-weekcloud migration30 hybrid agents performthe work of 50 on-premises agents15% of calls handledby digital assistant40% IVRdeflection rate20%of emails automatedMore affordable travel Uplift makes it easier for people to make special memories and purchase incredible vacations. Based out of Sunnyvale, Calif. with offices in Reno, Nev.; Toronto, New York and Guadalajara, Mexico, the company offers simple no-fee payment plans in partnership with some of the travel industry’s leading brands, including Carnival Cruise Line and United Airlines. “Customers shop online with their preferred merchant, process their order and receive a buy-now, pay-later option before checking out,” said Amy Behbehani, Director of Customer Service at Uplift. A fast-growing digital business, Uplift is a hotbed of in-house collections experts, marketers, underwriters and systems engineers. The first point of contact is its customer services team, who must balance delivering amazing customer experience (CX) with strict financial regulations. And there was still room for improvement when it came to technology. As a Silicon Valley startup, Uplift had a team of engineers handling customer service calls with Aircall PBX and Zendesk ticketing systems in the early days. With its rapid business growth, this process soon became unsustainable. The company needed a more mature contact center solution and dedicated customer service team. Behbehani’s first order of business upon starting at Uplift was to evaluate its systems and determine where the highest impact could be made. “We realized our old contact center model was no longer scalable,” added Behbehani. “The systems in place just couldn’t do what I needed them to do. So, we started looking for a cloud solution with features like omnichannel, AI, and better reporting and metrics tracking.” More affordable travel Uplift makes it easier for people to make special memories and purchase incredible vacations. Based out of Sunnyvale, Calif. with offices in Reno, Nev.; Toronto, New York and Guadalajara, Mexico, the company offers simple no-fee payment plans in partnership with some of the travel industry’s leading brands, including Carnival Cruise Line and United Airlines. “Customers shop online with their preferred merchant, process their order and receive a buy-now, pay-later option before checking out,” said Chrissy Vining, Director of Customer Success at Uplift. A fast-growing digital business, Uplift is a hotbed of in-house collections experts, marketers, underwriters and systems engineers. The first point of contact is its customer services team, who must balance delivering amazing customer experience (CX) with strict financial regulations. And there was still room for improvement when it came to technology. As a Silicon Valley startup, Uplift had a team of engineers handling customer service calls with Aircall PBX and Zendesk ticketing systems in the early days. With its rapid business growth, this process soon became unsustainable. The company needed a more mature contact center solution and dedicated customer service team. The first order of business for the Uplift team was to evaluate its systems and determine where the highest impact could be made. “We realized our old contact center model was no longer scalable,” added Vining. “The systems in place just couldn’t do what I needed them to do. So, we started looking for a cloud solution with features like omnichannel, AI, and better reporting and metrics tracking.” Greater flexibility and efficiency After surveying four leading contact center providers, Uplift chose the Genesys Cloud platform. “Some of the other providers gave us the feeling that our project was too small,” said Vining. “Our Genesys rep did his homework on our business and understood what we were trying to do. Also, their platform is built on AWS, a platform we were already familiar with.” Expertly implemented by cloud specialists InflowCX, the cloud contact center was up and running within six weeks. When the COVID-19 pandemic struck the following year, the business was able to adapt quickly to hybrid working, a move that has since translated into a 40% productivity savings. “Previously, with our old on-premises systems we’d need 50 staff,” said Vining. “With Genesys, I’ve been running under my staffing budget for the last 11 months. I’m able to operate seven days a week with 30 hybrid workers spread across the US, Canada and Mexico. And we’re always there for the customer, like if they arrive at their hotel late at night and are having an issue making a payment with our card. They need us all the time and it’s important that we are available to them.” Greater flexibility and efficiency After surveying four leading contact center providers, Uplift chose the Genesys Cloud platform. “Some of the other providers gave us the feeling that our project was too small,” said Behbehani. “Our Genesys rep did his homework on our business and understood what we were trying to do. Also, their platform is built on AWS, a platform we were already familiar with.” Expertly implemented by cloud specialists InflowCX, the cloud contact center was up and running within six weeks. When the COVID-19 pandemic struck the following year, the business was able to adapt quickly to hybrid working, a move that has since translated into a 40% productivity savings. “Previously, with our old on-premises systems we’d need 50 staff,” said Behbehani. “With Genesys, I’ve been running under my staffing budget for the last 11 months. I’m able to operate seven days a week with 30 hybrid workers spread across the US, Canada and Mexico. And we’re always there for the customer, like if they arrive at their hotel late at night and are having an issue making a payment with our card. They need us all the time and it’s important that we are available to them.” One management window So far, Uplift has consolidated eight channels on Genesys Cloud — voice, SMS, email, chat, Trustpilot, Facebook, Instagram and Twitter. The first four are native channels, while Trustpilot is enabled via the Genesys Open Messaging API, and social channels through Genesys AppFoundry® Marketplace. All are managed from a unified user interface. Integration with the company’s homegrown CRM system was another major advantage. Genesys recognizes a mobile number and pulls up the customer’s name and loan agreement in a flash, enabling agents to give a personal greeting and build rapport — a simple service enhancement that wasn’t possible before. “Volumes haven’t really altered, but the way we do business has,” said Vining. “Before, there was no IVR — just basic routing and voice recording. And we couldn’t rely on our data. Now, we’re able to deflect calls, consistently meet our SLAs and have life-changing APIs that connect all our tools and data.” Adapting easily with apps and automation The company has made good use of Genesys AppFoundry. “I plug in so many applications and absolutely love AppFoundry,” said Vining. “Along with our Pypestream bot, we use a partner for satisfaction surveys, dashboards from Brightmetrics and knowledge management with Shelf.” Built with Pypestream conversational AI, a digital assistant powered by natural language processing successfully resolves many general inquiries. After confirming whether they’d prefer to be served in English, Spanish or French, the customer can choose to speak to an agent or continue using the digital assistant. If the latter, they receive a text message and click on a link, transferring from a call to a self-service chat where they can update their details, make a payment or get fast answers to FAQs. “With our digital assistant we can quickly service many customers online, eliminating 15% of inquiries that would otherwise have escalated to a call with an agent,” said Vining. “At six minutes handle time per call, that’s a massive savings. And we’re achieving a 40% deflection success rate with our IVR. That’s freed up 2,500 hours in one month alone.” Other Genesys features, like the call wrap timer, reinforce solid handle time metrics by providing reps with a countdown to complete notes. Routing is much more sophisticated. Before, if a customer was denied a loan they would call in to challenge the decision, but the agent was not qualified to help. Now, the system automatically picks out their number and places the caller in a separate queue to discuss the matter directly with an underwriter. “Around 4,000 emails a month are automatically serviced,” concluded Vining. “InflowCX built a data table, so we’re able to detect specific email headings, like make a payment, and push a suitable reply with guidance to the customer. In fact, the Genesys platform is so intelligent we can tell if an agent is working at home in an unlicensed location and block the call for compliance.”

Acceleratedanswer rate 87.3% self-service scoreSignificantcost savingsContinuoussystem improvements Challenge UK energy suppliers aren’t just competing on price. Facing unprecedented competition — and with 20% of their customers switching suppliers every month — they’re also competing on customer experience. And because average profitability is only 2% in the sector, it’s clear these energy companies need to do more with less. They need to be better, faster and, ultimately, cheaper. Utilita has invested in market-leading technology to give its prepay customers an entirely new way to use and pay for energy — providing numerous choices and digital access, including the award-winning MyUtilita app. Because customer touchpoints are more frequent with prepay energy, call volumes are invariably higher than those traditional energy providers experience. And, while most prepay queries tend to be routine questions, some customers need a reassuring agent who has the time and resources to help. At Utilita, a dedicated Extra Care Team handles these sensitive inquiries. Understanding the frustrations customers face when waiting for a call to be answered, Utilita turned to Genesys to speed up the process and provide its customers with a superior experience. Solution As its customer base grew, Utilita opted to implement Genesys DX to answer its growing number of queries. The implementation emphasized self-service, which saves significant money in call handling while empowering customers. With a track record of enhancing customer experiences and increasing deflection, Genesys DX also provides greater flexibility in the configuration of routing and resourcing functionality — a must for any fast-growing company. “As an independent energy company, we move quickly and need to adapt to the needs of our customers during what can be some really hard times. The Genesys DX platform is so incredibly easy to use, which has allowed us to reduce the time it takes to feed the chatbot with the necessary information, speeding up the delivery to our customers,” said Martin Filler, Head of Contact Center at Utilita. “Having implemented chatbots previously, we saw a real difference in how Genesys DX approached the initial scoping stages — starting not with what we wanted, but what was really driving our customers to contact us,” added Filler. “This novel approach and the ability of Genesys to implement the system quickly was attractive.” Genesys DX chatbots enable the customer service team to handle complex tasks more effectively while supporting users who need accurate answers quickly. They are able to: Answer growing customer queries Continuously analyze questions to understand customer needs Provide customers with accurate answers — fast Results Since the Utilita chatbot launched, Genesys DX has delivered huge value by supporting customer queries at a much faster rate. Over the first 10 months, the chatbot has received more than 1 million engagements and is delivering a self-service score of 87.3%. Because the cost to fulfill a chatbot inquiry is minimal — a matter of pennies compared to several dollars for a phone call — the savings is clear. The benefits have been significant to both Utilita and its customer service team. Through close monitoring of the intuitive Genesys DX dashboard, any questions that the chatbot isn’t answering sufficiently are flagged. This allows a dedicated team to provide answers or solutions, which the chatbot can then deliver within minutes. “The Genesys DX dashboard enables our team to easily identify questions that might require some additional web functionality,” said Filler. “After seeing a trend for people asking for their passwords to be reset, we decided to improve self-service options for this journey and improve automation. This observation has enabled over 20,000 customers, who have since asked the same question via the chatbot, to self-serve — saving thousands in call handling.” “The chatbot has clearly become the communication mode of choice for many, especially those in the younger, digital-native demographic,” concluded Filler.

Higher NPScompared to the industry average60% time savedon outbound calls90% fastercampaign completion96% reduction in phone numbersand 90% reduction in IVR queuesSix IVRs servethe entire businessMoved 800 staffand two partner companies to remote working in hoursDisjointed interactions Utility Warehouse (UW) is the UK’s only genuine multi-service provider, simplifying the household bills of its customers by bundling household utilities including energy, broadband, mobile and insurance into one monthly bill. UW is committed to using technology to power its ambitious but sustainable growth plans, while helping serve existing customers in a timely and efficient manner. UW isn’t like other utility companies; its customers have a range of bespoke bundles, and that means UW finds success and growth by improving its customer experience (CX). That’s the role of 1,000 agents based in the UK. But, as the world of work changed to adapt to a remote way of working, fragmented systems and aging IT infrastructure left the company lagging behind. When its London contact center ran on Avaya on-premises technology, service regularly suffered due to outages, multiple disconnected systems and lack of insight into customer journeys. Only a few people had the knowledge and skills to make legacy system changes, which often took weeks. “As a business, we wanted to improve employee efficiency and empowerment, by giving them a holistic view of the accounts they were working, thus reducing customer side efforts in the process,” said Samit Patel, Head of Portfolio at Utility Warehouse. “This meant giving customers the same results, in a quicker period, while improving business continuity, service levels and the ability to innovate.” Transforming the contact center Utility Warehouse chose the Genesys Cloud platform for its new omnichannel strategy and the ability to manage with much more ease than they could with their legacy system. “The teams have been able to build multichannel solutions, IVR enhancements and various integrations on their own,” added Patel. “It shows how user-friendly the system is and how it can empower our team to implement improvements themselves.” In addition, the team was able to handle the complete migration from Avaya on its own without the help of a service provider. “Two team members implemented Genesys Cloud alongside their everyday work,” Patel said. “The migration took us about eight weeks.” Leveraging the solution’s APIs to connect to the in-house CRM system meant agents retained the same user interface. And the company has replaced wallboards with Genesys reporting and customized dashboards. “Our digital transformation was all about designing a lasting, purpose-built CX strategy — internally and self-sufficiently,” said Patel. “Genesys gave us the launch pad to do that, while enabling heavy customization and integration, to the point where the platform is invisible to our agents. They now manage all customer interactions through a single CRM interface built in-house.” Smarter use of data, such as customer profiling and most recent contacts, has enabled intent-based routing. This has helped to reduce queues from 105 to just 10 (a 90% reduction) across the entire business. The amount of external phone numbers has also been cut from 600 to 20 (a 96% reduction). Previously, it was difficult to lessen the number of IVRs and individual menus, which could involve up to eight choices. Now, with dynamic IVRs, there are just six in total. In most cases, customers only need to press two buttons to quickly access the channel they need. Self-service is more intelligent, allowing UW to adapt its CX to certain situations, including the type of background music its customers hear. For example, customers calling to provide meter readings are dealt with differently than those suffering a bereavement or experiencing financial problems. “We do a lookup to see what services they have and the IVR only returns options and prompts that are relevant to their individual scenario,” said Patel. “That’s incredibly powerful. We’re able to get a 360-degree view of customers and, by integrating Genesys with Google Dialogflow, surface information instinctively so agents are better equipped.” Similarly, email complaints are quickly shifted to a phone conversation where they’re resolved more efficiently. Further enhancements Several months after deploying Genesys Cloud, Utility Warehouse has made improvements that weren’t possible with its old contact center solution. By replacing siloed teams and work practices with dynamic agent multitasking, blended advisor support across calls, emails and chat, employee satisfaction has improved. Because of these changes, 98% of email messages are answered within 48 hours and over 50% on the same day, compared to the previous SLA of five working days. Empathy is embedded into every aspect of customer experience at UW. The company now delivers personalized services for different situations or markets. These services include live chat; WeQ4You, an automated queue position holder; and even teams dedicated to servicing those in hardship or suffering bereavement. “At a time when other companies were in emergency response mode, our investment in tech transformation and Genesys meant that customers who were suffering hardship didn’t have to sit in long queues listening to sales messages and inappropriate music while waiting for assistance,” said Patel. “Instead, we gave them top priority, pulling them out of queues and connecting them quickly with our new dedicated team. We did the same with customers who had fallen on hard times and were struggling to pay their bills.” Outbound sales campaigns and communications have also improved. Automated predictive dialing has replaced clunky legacy preview dialers. Now agents are connected to calls once customers answer. “We saved up to 60% in wasted time where agents used to sit on calls that weren’t valid or answered, or went to voicemail,” added Patel. “That’s eliminated a huge amount of expense. Now our campaigns achieve the same output in a tenth of the time with two agents instead of 10.” Resource management challenges have also been eased. “We always wanted to forecast not just on inbound, but also on email, outbound and other channels,” said Patel. “We can now do that with Genesys Workforce Engagement Management and have been able to get rid of yet another legacy system. And agents can view their schedules remotely, making working from home and personal life easier.” Adapting to remote working As the COVID-19 pandemic took hold, Utility Warehouse was able to act quickly to invoke remote working across its team. UW safely transitioned agents to home working immediately, reducing the impact on service levels for customers. “We didn’t need to make extensive changes to our dial plans, call or email routing.” said Patel. “We purchased 800 Chromebooks for our teams and then it was simply a case of loading the Genesys client — and they were ready to go.” In addition, two partner companies using on-premises technology were able to take advantage of Genesys Cloud and invoke remote working within a couple of hours. In order to prioritize customer security and compliance, certain features like downloading data and call recordings were disabled in their deployment. With social distancing measures easing, home workers have performed well and are invigorated without a commute. Only around 40% of staff are expected to return to the office. And remote working has created an opportunity that is truly accessible to all. Without the need for a commute, recruiters can recruit people with access opportunities or needs that would mean they can only work from home. And it gives UW the opportunity to hire people across the length and breadth of the country. Employee satisfaction “We’ve improved productivity, reduced transfers and response time, and our average IVR queues are 75% shorter,” concluded Patel. “These consistently high standards of service give our partners the confidence to promote our services to their friends and family. It’s also why our NPS is consistently around 50 — in stark contrast to the negative NPS scores prevalent within the UK energy, telecom and personal insurance markets.”

53.1%reduction in maximum waiting time50%reduction in average caller waiting timeSeamlessSalesforce integrationEmpoweredin-house customizationTwo-weekimplementation Vaillant Group Austria empowers superior service in the cloud Vaillant Group, headquartered in Germany, is a market leader in heating technology with more than 16,000 employees and 150 years of experience. Its Austrian subsidiary, Vaillant Group Austria GmbH, offers energy-saving and environmentally friendly systems for heating, ventilation and hot water. The company’s high service quality requirements could no longer be met with its previous contact center — it was too rigid, inflexible and complicated. It lacked modern functionalities and was unable to provide satisfactory reporting. “We had to explore the market, and we are confident that we made the right choice with Genesys Cloud,” said Michael Graffe, Head of IT at Vaillant Group Austria. No time to lose Vaillant defined clear requirements and precise specifications that the new solution had to meet. “We work very customer-focused on the basis of Salesforce,” said Graffe. “That’s why we need an out-of-the-box solution that’s easy to integrate and requires little effort on our part. The existing solution didn’t meet these requirements — not to mention the necessary Salesforce customizations. With the previous system, the company had struggled for several years to get the functionality it needed. But with the Genesys solution, it was a push of a button.” In fact, it only took two weeks from implementation to the go-live date. The callback function was available quickly, as was call recording. Voicebots for the IVR were added swiftly, as was the Salesforce integration with both customer classification and routing options. “The feature set was really strong from the beginning,” said Graffe. “Thanks to Genesys Cloud, our teams can now manage a callback within 15 minutes. This wasn’t possible with the old system.” Reporting at its best Vaillant achieved another critical requirement outlined in their specifications: detailed reporting. The Genesys solution provides the ability to extract detailed information effortlessly, offering insights into contact center operations. This meticulous reporting capability contributed to a complete view of the entire contact center’s performance. “Whether it was directly Genesys or our implementation partner infinit.cx who was involved, the promises made were kept,” said Graffe. “And 90% of the measures that we designed together on the drawing board worked the way we wanted them to. We only had to make a few adjustments.” Reliable background operations This collaboration has rapidly proven itself not only in terms of functionality, but also in day-to-day operations. On any given day, Vaillant Austria has about 90 customer service employees, rising to nearly 130 when external service providers are included. Calls are routed 24/7 according to the skill sets available. The Salesforce solution determines whether the caller is a partner, business user or end customer, then Genesys Cloud routes the caller to the right internal or external person. This combination of technologies has resulted in a significant reduction in contact center queue time. “Customer satisfaction has increased significantly, and our average handle time has been significantly reduced,” said Graffe. Vaillant Austria has maintained its service level while increasing customer satisfaction. Thanks to intelligent call management, the maximum waiting time has been reduced by 53.1% and the average waiting time for callers by 50%. Reporting at its best Vaillant achieved another critical requirement outlined in their specifications: detailed reporting. The Genesys solution provides the ability to extract detailed information effortlessly, offering insights into contact center operations. This meticulous reporting capability contributed to a complete view of the entire contact center’s performance. “Whether it was directly Genesys or our implementation partner infinit.cx who was involved, the promises made were kept,” said Graffe. “And 90% of the measures that we designed together on the drawing board worked the way we wanted them to. We only had to make a few adjustments.” Reliable background operations This collaboration has rapidly proven itself not only in terms of functionality, but also in day-to-day operations. On any given day, Vaillant Austria has about 90 customer service employees, rising to nearly 130 when external service providers are included. Calls are routed 24/7 according to the skill sets available. The Salesforce solution determines whether the caller is a partner, business user or end customer, then Genesys Cloud routes the caller to the right internal or external person. This combination of technologies has resulted in a significant reduction in contact center queue time. “Customer satisfaction has increased significantly, and our average handle time has been significantly reduced,” said Graffe. Vaillant Austria has maintained its service level while increasing customer satisfaction. Thanks to intelligent call management, the maximum waiting time has been reduced by 53.1% and the average waiting time for callers by 50%. Empowering internal experts Vaillant experts appreciate the ability to manage their solutions with in-house resources. “It’s great to have reliable and strong partners,” said Graffe. “However, we also like to understand what’s happening in the background and be able to make configuration changes, if necessary.” Graffe and his team appreciate that Genesys Cloud is a full-featured platform with effortless updates and new capabilities. “The updates give us a lot of positive changes that are automatically delivered in the cloud,” he added. With its initial success, Vaillant has a clear rollout plan. The integration with Microsoft Teams has already been completed. When an agent takes a customer call, their status in Microsoft Teams is automatically set to “engaged.” This smart feature helps integrate back-office staff into service operations, such as second level support. Now, Vaillant specialists are already available on demand. In the future, technicians can also be integrated. Ready for artificial intelligence In addition to planning a web shop and SMS integration, the Vaillant roadmap also focuses on merging the Genesys Cloud platform with its SAP system. “We’re focusing on artificial intelligence, which will certainly find its way into our contact center,” said Graffe. Vaillant plans to significantly expand its use of bots via Genesys Cloud. “The first step will be a small-scale rollout, and if it is successful, we will certainly do a large-scale rollout,” concluded Graffe. “Last but not least, Vaillant is planning new contact centers in several countries, with the installation in Austria serving as a lighthouse project.” Empowering internal experts Vaillant experts appreciate the ability to manage their solutions with in-house resources. “It’s great to have reliable and strong partners,” said Graffe. “However, we also like to understand what’s happening in the background and be able to make configuration changes, if necessary.” Graffe and his team appreciate that Genesys Cloud is a full-featured platform with effortless updates and new capabilities. “The updates give us a lot of positive changes that are automatically delivered in the cloud,” he added. With its initial success, Vaillant has a clear rollout plan. The integration with Microsoft Teams has already been completed. When an agent takes a customer call, their status in Microsoft Teams is automatically set to “engaged.” This smart feature helps integrate back-office staff into service operations, such as second level support. Now, Vaillant specialists are already available on demand. In the future, technicians can also be integrated. Ready for artificial intelligence In addition to planning a web shop and SMS integration, the Vaillant roadmap also focuses on merging the Genesys Cloud platform with its SAP system. “We’re focusing on artificial intelligence, which will certainly find its way into our contact center,” said Graffe. Vaillant plans to significantly expand its use of bots via Genesys Cloud. “The first step will be a small-scale rollout, and if it is successful, we will certainly do a large-scale rollout,” concluded Graffe. “Last but not least, Vaillant is planning new contact centers in several countries, with the installation in Austria serving as a lighthouse project.”

70% reductionin call abandonment rates45% dropin wait time5% reductionin call center costs

Improved agentefficiencyReduced averagehandle timeEnhancedcustomer experienceOptimizedresource allocationVIPKid 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™ application. In addition to being able to scale as needed, VIPKid also experienced improved agent efficiency, reduced call handling time and enhanced customer experience. Benefits 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 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.

220% more interactions handledwith Genesys Web Messaging50% decreasein average handle time28-point increasein CSAT year-over-year20% of contactscontained with bot

Over $1.5 million savedin annual platform support costsOver 90%customer satisfaction rate20% reductionin contact center staffing and reassignment to higher-value positions22% of pre-paid callsmanaged using a virtual assistantFaster responseto customer inquiriesThe challenges of a telecommunications giant Vivo is the leading quadruple-play provider in Brazil, providing mobile, TV, internet and fixed telephony services. Today, the company is the largest operator in the country with more than 90 million customers and 17,000 concurrent agents. In 2015, Vivo completed the acquisition of a company called GVT to expand its portfolio and gain greater market penetration. Each company in the group brought its own platform to interact with customers, operating in 30 sites distributed throughout the country. “We had a fragmented technological infrastructure that created many inefficiencies, in addition to being a complex scenario for problem solving,” said Rafael Grottoli, IT Director at Vivo. “We needed to unify customer management and expand our service offering with a technology partner that was up to the challenge.” A contact center transformation Unifying the customer experience, regardless of the point of contact, was the axis that guided the technology and customer service teams during the design and execution of the TCC project: Transformation of the contact center. TCC was launched in 2017, and the first step was to choose the right technology partner for this ambitious transformational project. Vivo invited several technology suppliers to participate in a formal selection process, aiming to find the best solution for its needs. “We knew many platforms. We had old versions of Genesys, Avaya, Trópico, Altitude, among other suppliers,” said Grottoli. “Of the companies we evaluated, Genesys proved to be the most technologically mature provider and the one that offered us the best transition model, which is why it was selected.” An innovative and disruptive attention model In 2018, Vivo began to walk the path of change. Not only did it evaluate the disjointed infrastructure of its own operation, but also that of its contact center service outsourcers — the latter being a real cultural challenge rather than a technological one, since these companies still had analog telephone systems. The first objective of the project, led by the Genesys Professional Services Team, was to provide a frictionless customer experience across the various contact channels for the entire product and service line. Vivo manages more than 70 million inbound and outbound contacts per month. “When we were able to unify our interaction platform with Genesys, we could generate an end-to-end view of customer calls, facilitating fault analysis and creating opportunities for process improvement. This was not possible before,” said Danubia Baltazar, Customer Experience Project Manager at Vivo. Additionally, Vivo deployed an innovative and disruptive omnichannel service model, incorporating digital interaction channels, such as Facebook, WhatsApp and Aura, a virtual assistant hosted by Microsoft. A key initiative for the operation was to implement advanced self-service tools to handle repetitive and simple inquiries. The Genesys IVR has been integrated into the Vivo Aura artificial intelligence (AI) solution using partner technologies for voice-to-text and text-to-speech transcription. Fast and amazing impact The new customer interaction model was launched in July 2019, and one of the objectives was “for customers to start using the new service channels,” said Baltazar. This was quickly accomplished; within a few months, more than 1 million unique customers chose to receive support through WhatsApp and other digital channels. Previously, 17% of contacts were managed through the telephone channel. The new service model reduced this number by 7%. Vivo quickly realized that automation didn’t apply to all profiles. In fact, it took steps to figure out what kind of customers will use this new modality — and which ones prefer human interaction. Understanding this allows them to maintain a level of satisfaction that exceeds 90%. Another highlight of the first month of operation was that now 22% of prepaid calls are answered by Aura, the AI-powered virtual assistant. The technology is so powerful that customers claim it’s like interacting with a human operator. But, the fact that so many customers are comfortable with voicebots created new challenges for Vivo. The increasingly extensive conversations with automated systems, and with customers from regions with different accents, prompted the company to create a “robot training” center. The training center is essential for not compromising the quality of the service. Many contact center employees were reassigned to this state-of-the-art center after agent headcount was reduced by 20% because of the new interaction model Vivo implemented. “The integration was complex, but positive; the best functionalities of each of the incorporated systems were used. And it’s working very well,” said Grottoli. “The cognitive platform is learning every day, so the next big challenge is to start using all the tools implemented to anticipate the customers’ desire and tailor for their attention.” In addition to the technological enhancements that Vivo experienced, the company also realized a substantial cost savings. By replacing several outdated systems and consolidating with the Genesys solution, Vivo saved over $1.5 million (R$ 8 MM) in annual support costs.

100% of messagingconversations fielded by TOBi chatbotOver 230customer intents programmed44% of inquiriesnow resolved by AI, up from 16%Freed upagents for other tasksImproved collaborationand knowledge sharingDigital, mobile-first omnichannel strategy One of Germany’s largest telecommunications companies, Vodafone prides itself on high-quality customer service. Omnichannel foundations were laid several years ago when Genesys helped bring people and technology together in one virtual contact center. More than 10,000 agents were empowered with full visibility of the customer journey as they moved between voice, chat, email and social media channels. Leveraging Genesys APIs, Vodafone technicians integrated the Genesys™ solution with the company’s mobile application. So, when agents accepted a call or chat, their desktops instantly displayed customer activities across all channels, further boosting customer experience. Consolidating messaging platforms The next challenge was to standardize messaging services, ensuring customers always got fast answers and information. Rather than siloed pools of agents who handled WhatsApp, Apple Business Chat and SMS contacts, Vodafone wanted to simplify and consolidate management through one central team of messaging specialists. “In the call center world, it’s all about average handle time and first call resolution,” said Jörg Knoop, Technology Digital Incubator for Vodafone GmbH. “Moving to a digital messaging center is a completely different mindset. Suddenly, agents can find themselves in a quiet environment receiving messages, while supervisors struggle to get the insight and control they had with voice communications.” Ingenious chatbot integration To overcome these challenges, Vodafone launched the intelligent chatbot, TOBi. Assisted by IBM Watson-powered artificial intelligence (AI), TOBi gives customers a personalized, around-the-clock concierge. If the bot cannot resolve the inquiry, the conversation is quickly routed to a human agent, with everything managed via a single screen. Another innovation is that Vodafone experts use Genesys Bot Gateways and open APIs. “It wasn’t a multi-month project costing a small fortune,” added Knoop. “You just need to plug APIs together. It was done in a matter of days. Similarly, we used open APIs to create a smart workaround, which allows us to extract an audio file, run it through a voice recognition engine and ingest the text so TOBi can handle such conversations. That innovation took less than two weeks — from design to production.” All set for digital growth Now, TOBi fields 100% of all messaging conversations and understands more than 230 customer intents. First-contact success rates increased from 16% on launch to 44%. Users of the digital service aren’t stereotypical. “You might expect to deal mostly with younger customers, but that isn’t the case, probably because everyone messages friends and families every day,” said Knoop. “Also, inquiries can actually be quite complex. So, messaging is often the customer’s go-to channel because they can carry around a complete record of the conversation on their smartphone that enables them to retrieve order numbers, installation codes and so on.” With 1,500 agents already dedicated to messaging, Vodafone is strongly positioned at the forefront of digital customer experience. “In Germany, 95% of all smartphones have WhatsApp installed and it comprises around 80% of messages, followed by Apple Business Chat at 15% and SMS text at 5%,” Knoop concluded. “Within the next two years, we expect messaging to account for half of all contacts. Customers especially like the fact they can send a photo or screenshot of a bill or red flickering router, for example, and TOBi will instantly recognize it.” To overcome these challenges, Vodafone launched the intelligent chatbot, TOBi. Assisted by IBM Watson-powered artificial intelligence (AI), TOBi gives customers a personalized, around-the-clock concierge. If the bot cannot resolve the inquiry, the conversation is quickly routed to a human agent, with everything managed via a single screen. Another innovation is that Vodafone experts use Genesys Bot Gateways and open APIs. The transmission of photos, videos and voice messages is seamless and customers are completely free to enjoy all the benefits of WhatsApp. In the last quarter of 2019, Vodafone customers sent 120,000 images, videos, voice messages and documents via WhatsApp, while TOBi learned to analyze and categorize them meaningfully. Afterward, that data is incredibly helpful to agents in solving customer concerns — significantly simplifying customer communication.

Ability tocoach at the desk or work from homeSavings oncarrier telephony and external supportBetter controlof DevOps and service quality20% improvementin call response timesProductivity gainsthrough tighter integrationLeading online education provider Western Governors University (WGU) came up with an innovative way to ensure more working adults have access to higher education. Today, with 3,000 faculty members and more than 100,000 students throughout all US states, WGU removes the boundaries of time and place so students can find meaningful opportunities to change their lives and the lives of their families. Unlike conventional universities, the WGU education model uses a holistic care and support network with regular personal interaction. A close bond is formed from Day One. In addition to access to a team of course instructors, students are assigned a faculty mentor who acts as a coach and stays with them until they complete their studies. Often, the first time they meet in person is at the awards ceremony on graduation day. Gaining extra cloud benefits Contact center transformation lies at the heart of the unique WGU model. Superior reach, efficient enrollment and administration, and collaborative competency-based education put WGU in a standout position. That evolution began with a standard on-premises system. A switch to a cloud contact center with the Genesys PureConnect application boosted the user experience. The next innovation came with migrating to the Genesys Cloud platform, with its exposed APIs, microservices-hardened resilience and regular updates. “Genesys offered the chance to build the experiences we always wanted,” said Adam Davis, Director of Operations at WGU. “Now, with Genesys Cloud, students can call one number and be routed straight to their mentor or instructor. Or, if they’re not available, they can be routed to the next-best-placed staff member. So, maintaining student connections during times like vacations or sabbaticals is easy.” Those calls run over the internet using Genesys Cloud Voice, which enables the university to improve stability and escape the hassle and expense of carrier voice services. Innovating further with APIs The university is now more self-sufficient in other ways, too. “We don’t need to buy anywhere near as much external support,” added Davis. “We’re in full control and can execute faster by making simple configuration changes or tapping into the platform’s API layer.” For example, at a recent hackathon, WGU developers leveraged the native Amazon Web Services architecture in the Genesys Cloud system to run call recordings, convert them to text, search for keywords and uncover targeted data for a financial aid awareness campaign. The entire process was completely automated. The APIs also made it simple for WGU to integrate Salesforce with the Genesys Cloud platform. Once the WGU teams aligned on the project, integration was a snap. Improvements in ease of use and staff efficiency made the Salesforce integration a big win for the team. Personalizing learning and focusing on students Thanks to snappier integration, WGU staff don’t waste time toggling between applications and screens. For example, staff has better visibility of what’s happening with students in their queues and can use multiple tools like click-to-dial — without leaving Salesforce. Instead of being tied to a terminal, supervisors walk around with iPads and sit alongside colleagues, coaching and solving problems as they occur. Staff also can work from home — all they need is an internet connection. “We want every student to feel their learning experience has been personally designed for them,” said Davis. “That means making it very easy to connect with mentors, advisors, faculty — whoever they need to talk to. Genesys Cloud gives us the perfect platform to do that.” Expanding creativity into omnichannel and AI WGU has already seen a positive impact on service levels. Within financial services, over 80% of calls are answered within 30 seconds, compared to around 60% before. This happens through better queue monitoring and by enabling staff to quickly switch between phone and email. Workforce optimization is another example. “A supervisor felt there might be a better way to rearrange her team’s lunch breaks, instead of using Genesys Cloud-produced schedules,” said Davis. “We saw an immediate drop in KPI performance. So now we trust the machine.” Looking ahead, the university plans to extend the Genesys Cloud platform, onboarding 1,000 agents from other departments, plus another 1,400 new users from its mentor and faculty communities. Channels will also expand with the integration of email, text and chat, along with possible introduction of artificial intelligence (AI) automation for basic transactional tasks.

45% reductionin abandoned calls65% improvementin average speed of answer90% overallcustomer satisfaction scoreStrong growthof interactions across digital channelsSignificantly fewerapplications needed for employeesImprovedemployee satisfactionA leading university Founded in 1989, Western Sydney University (WSU) has grown to become a multicampus facility offering undergraduate, postgraduate and doctoral research degrees. The university has some 2,600 staff and supports more than 47,000 students. It offers courses in a wide range of areas, including business, education, social sciences and healthcare. To support effective communication with students, the university had established a network of 12 contact centers. These centers relied on a mix of technologies, including QMaster and NEC Softphones, LivePerson for webchat, Contact Space for outbound voice and Message Net for outbound SMS. “While this had served the university for many years, as student numbers grew it became clear it was no longer providing the support that was required,” said Scott Snyder, Chief Information and Digital Officer at WSU. “It had reached the point where the contact centers were receiving more than a million calls every year. At peak times, many were going unanswered, leading to frustration and poor levels of service.” The search for a new platform In 2022, WSU began the search for a new platform that could provide the university’s contact centers with the capabilities needed to keep up with rising student demand. Working closely with its technology partner Nexon Asia Pacific, the university’s business and technology teams examined a range of alternatives by evaluating their features and ability to scale. After careful consideration, the team decided to migrate all its contact centers to the Genesys Cloud platform. Work on the transition began in December 2022. The first and largest WSU contact center went live on Genesys Cloud in January 2023, followed closely by the second largest in February — just in time for the peak period of student engagement. The following five months were dedicated to transitioning all remaining contact centers to the new artificial intelligence (AI)-powered experience orchestration platform, incorporating features such as email and SMS campaigns. The second half of the year commenced a new delivery phase focusing on digital and innovation channels, including web messaging, WhatsApp, predictive engagement, and the integration of digital bots and knowledge management. Improved student experience With the Genesys Cloud platform fully operational, both staff and students quickly enjoyed significant benefits. Students are now empowered to interact seamlessly across a variety of communication channels, including voice, messaging, email, SMS and WhatsApp. This helps to ensure both timely responses and personalized experiences. The adoption of innovative features like web messaging with knowledge search and co-browse functionality has streamlined interactions, reduced student effort and enhanced satisfaction. More recently new capabilities, such as advanced speech analytics, sentiment analysis and agent assist have driven more real-time information to the various teams, cultivating a more agile and responsive environment. “The overwhelmingly positive feedback we have had from our contact center agents highlights the success of this transformation,” said Snyder “Staff are praising the platform’s reliability, its functionality, and its ability to deliver faster and clearer responses to students.” Meeting growing student demand The omnichannel capabilities of Genesys Cloud have enabled WSU to handle more than 573,000 interactions across all channels during 2023, with expectations of a significant increase in 2024. This shift from a voice-based contact center to a cloud-based omnichannel platform has increased its load capacity, with a 45% reduction in abandoned calls but has also significantly improved average response times with a 15-minute reduction in average speed of answer in 2023. This transformation has empowered students to interact seamlessly across a variety of channels, including voice, messaging, email, SMS and WhatsApp, ensuring timely responses and personalized experiences. “The addition of channels like web messaging, digital bots, two-way SMS and WhatsApp have been particularly impactful,” said Snyder. “It provides students with more convenient communication options and has resulted in more than 10,000 SMS conversations in the past few months alone.” Snyder said the integration of seven knowledge bases to a single source of truth on the Genesys Cloud platform has radically changed the way students and employees find information. This step alone has helped to transform the way in which agents carry out their day-to-day activities. Benefits for agents The transformation delivered by Genesys Cloud extends beyond student engagement and has changed the day-to-day experience for contact center agents. The platform’s user-friendly interface and consolidated view of multiple channels have streamlined workflows for agents, resulting in initial daily productivity gains of up to 30 minutes per agent. Agents no longer need to switch between tools to access different channels, saving valuable time and improving efficiency. In fact, agents are using significantly fewer applications with the all-in-one Genesys Cloud platform. Also, the deployment of script buttons for common tasks has further expedited interactions, leading to significant time savings. “Overall, the transition to Genesys Cloud has not only optimized student engagement but has also empowered employees, positioning WSU for continued success in delivering exceptional experiences for 2024 and beyond,” concluded Snyder.

Reduced wait timesand transfers by routing calls to the right agentEasily recognize customersand anticipate why they’re callingImproved NPSand survey ratingsNew capabilitiescan be turned on quicklySecuring early mover advantage One of the country’s big-four retail banks, Westpac NZ specializes in consumer, business and institutional banking, as well as private and wealth management services. Their vision is to be one of the world’s best financial services companies — helping customers, communities and people prosper and grow. Realizing this ambition with a traditional contact center was tough. Managed by different vendors, much of the technology had reached end of life. So, more time and money were spent fixing issues, rather than enhancing the customer experience. A cloud contact center was seen as a powerful competitive differentiator. “We wanted to zig while the rest of the world was zagging,” said Jason Lock, Head of Contact Centers for Westpac NZ. “Few banks were using true cloud platforms.” Creating an innovation conveyor belt Backed by extensive research and development investment, Westpac NZ chose the Genesys Cloud™ platform to deliver things they couldn’t before through a sustained program for customer service innovation. The Genesys Cloud platform delivers frequent releases for improved functionality, insights reporting and bug fixes, if needed. “We wanted a technology partner with a proven track record and strong after-sales support, who wouldn’t rely on us to provide all the thinking and thought leadership,” said Lock. “Now, we’re not waiting two years for a software release or server upgrade. We’re able to simply switch on new capabilities when required and use them in the right way, which is a major paradigm shift. Genesys Cloud has changed the game for us — constantly bringing new functionality.” An agile cloud model helped accelerate time to value. “This agile release cycle delivers incremental value improvements that other less progressive communication orchestration systems cannot,” added Stephen Abercrombie, Operations Manager at Westpac NZ. “Cloud-driven releases also mean less time is required from our internal technology teams, while we still get all the benefits.” The Genesys Cloud all-in-one solution offers a path for unifying chat, email, text, inbound and outbound calls; workforce management; and quality management metrics. So, everything needed to understand business performance is all in one place, making it easier to improve customer and employee engagement. After being initially rolled out to the bank’s outbound teams within two months, Genesys Cloud was then fully deployed to 500 users across the business. Standing out with personalized customer experience Westpac NZ can now focus on designing customer-centric financial offers. That means providing a highly personalized service, based on what’s known from previous interactions. Agents can instantly recognize customers and anticipate why they’re calling. “It’s about making sure frontline employees are incredibly well-equipped to meet the needs of customers in the big moments,” said Lock. “Knowing them, having deeper conversations and managing complex interactions, so they don’t have to go to great effort to explain themselves.” Moving to Genesys Cloud has enhanced customer experience in other ways, too. For example, it removed common causes of frustration like putting customers on hold and transferring calls between departments. Now, every call is routed quickly to the best placed advisor, making interactions easier for customers and more productive for staff. In addition, customers can retain their place in the queue and request a callback. “We’ve seen great improvements in our survey ratings,” said Paula Mullan, Senior Manager Contact Center Transformation for Westpac NZ. “Customers feel more valued at the end of the call, which is a major contributor to raising our overall Net Promoter Score.” Ongoing collaboration The partnership continues to grow. Genesys developers often visit Westpac NZ to work alongside their counterparts in the bank as part of an agile team to drive improvements. This was one of the key factors underpinning the successful Genesys Cloud rollout. The common goal is to create an elite services organization with the introduction of digital channels, such as email, chat, social media and click-to-call. “Genesys has 11,000 customers around the world,” said Lock. “We continue to take on lessons from them, shaping a customer experience that’s unique and reflective of industry best practice.”

Thousands of conversationshandled weekly by voicebot2-point uplift in NPS30,000 productsearch capabilityAutomated refundsprocessed via AIAgents freedto deal with complex queriesEasy enablementof future self-service toolsGrowth and CX challenges Australia’s largest food retailer, Woolworths, serves around 20 million customers a week, including 14 million online shoppers. The retailer faced challenges posed by the COVID-19 pandemic as it developed digital capabilities while growing at 100% annually. Woolworths had been using Genesys for many years to successfully manage its voice, email, chat and SMS communications. But when it was faced with a massive increase in customer inquiries, Woolworths needed to scale its service fast — while recognizing that simply hiring more agents wasn’t sufficient. “Instead, we wanted a better way to support growth while simultaneously enhancing customer experience,” said Luke Hymann, Product Manager, Conversational Commerce at Woolworths. Conversational AI powers Olive Many customer inquiries are related to transactional tasks or simple questions about store hours or marketing promotions. Servicing such a high volume of activity was extending call wait times for customers who wanted answers fast. In response, Woolworths built a smart IVR by integrating the Genesys Engage™ on-premises solution with Google Cloud Dialogflow to create Olive, an ultra-efficient voicebot powered by conversational AI. “Leveraging the open APIs of Genesys, we created a smart search feature that recognized over 30,000 products in just three months,” said Alex Colorado, Engineering Manager, Conversational AI at Woolworths. “So, the customer can simply say ‘the oranges are missing from my order.’ Olive then cross-checks, processes a refund and sends a text confirmation to the customer — all without human intervention.” Genesys intelligent orchestration provides a seamless transition from self-service to assisted service, reducing handle times and improving the experience. If the caller asks to speak with a person, the IVR system greets them by name, captures their intent, identifies the right queue and routes the caller to the best-placed agent — bypassing normal IVR routing options. And, since the caller is already authenticated, they don’t have to repeat any information. These improvements have also led to a reduction in call transfers. IVR platform makes self-service scalable Woolworths now has the flexibility to scale and provide an efficient experience that can keep up with the demands of a fast-growing customer base. “Our smart IVR solution currently services thousands of calls each week,” said Colorado. “This saves our agents time and allows them to better support customers with more complex queries. And it’s much easier to add self-service capabilities using Genesys as an innovation platform.” High levels of automation achieved using conversational AI mean staff can spend more time attending to complex, non-standard customer queries. “We’re able to focus agents where they’re needed most, providing quality customer interactions at challenging moments,” added Hymann. Productivity, service and savings Olive now handles thousands of self-service conversations per week for refunds, order tracking, opening hours, and answering common questions. “We reduced agent handling and call wait times from the first week of launch,” said Hymann. “We’ve seen a two-point jump in NPS, which shows you can introduce conversational AI without sacrificing the customer experience,” concluded Hymann. “This innovation was always about being able to better service customers on the channel of their choice, which for many is still voice.”

99% quickerinvoice query resolution91% faster call response88% reductionin revenue debt28% increasein employee engagement22% uplift in businesspartner ratingsEmpowering people Based out of Hobart, Adelaide and Sydney, Woolworths Finance Shared Services (FSS) supports Woolworths business units, customers and suppliers throughout Australia, New Zealand and Hong Kong. The organization handles over 12 million invoice payments; 620,000 supplier queries; and AUD $480 million in account sales revenue annually. Two years before embarking on a cloud transformation strategy, the FSS contact center suffered from inefficient manual processes that dragged down key metrics like call response and payment dispute resolution times — a stark contrast to its progressive vision. “We wanted to be seen as an employer of choice and build a culture that developed and empowered our people to achieve,” said Robert Fellowes, Customer Focused Transactions Services Lead at FSS. “That would mean implementing better technologies to deliver an exceptional, world-class customer experience.” Change accelerator After consulting with other contact center leaders at Woolworths, FSS combined its call management with RPA on the Genesys Cloud platform. “We looked at other vendors, but felt Genesys was industry-leading and provided more flexibility, implementation speed and opportunities to unlock greater value across the group,” added Fellowes. “We liked the simple agent interface and omnichannel roadmap for adding channels and features. And it gave us the ideal platform for integrating contact center data and developing our in-house RPA capabilities.” Released from maintaining on-premises infrastructure, its IT team gained knowledge and proficiency in UiPath software. The resulting RPA solutions integrate seamlessly with Genesys Cloud and link to the organization’s SAP ERP system — providing near real-time responses to a range of inbound requests. “Automating repetitive tasks like payment updates and document requests allows our agents to get to more calls and provide better service,” said Fellowes. “Now, for example, the system reviews the validity of a claim, forwards it for approval and makes an account adjustment, all in one seamless digital workflow.” Wide-ranging CX and business benefits The efficiencies RPA created allow agents to focus on the customer experience. Now 80% of calls are answered within 20 seconds, compared to four minutes before — a 91% improvement. “We’ve reduced the cost of doing business while significantly improving service levels for our customers and suppliers,” added Fellowes. Complex invoice queries used to take seven days on average to resolve. Now they take 30 minutes — a 99% gain. Lead times for providing copy documents have reduced from two days to four hours — a 75% decrease. And money owed to Woolworths has reduced by 88%, a cash flow boost equivalent to AUD $35 million. High-performance culture Since the transformation of its contact center, employee engagement scores are up from 62% to 90% among agents handling calls — reflecting increased motivation and satisfaction. Business partner ratings have risen from 78% to 90% over the last 12 months as well. “This is all enabled via the innovation of our teams, their passion for improvement and customer service, and the flexibility of the in-house RPA development team,” said Fellowes. “It’s a very different culture that challenges performance. Our mantra is ‘everyone is a leader’ with team members taking ownership and influencing the future direction of the department.”

60% increasein contact center capacity87% of emailsanswered within 24 hoursImprovedservice levelsIncreasein team engagementLowerteam turnoverWoolworths New Zealand is part of the wider Australasian Woolworths Group and accounts for about 10% of the group’s total revenue. The retail giant is the number one supermarket chain for millions in the nation, and its processes came under intense pressure during the COVID-19 pandemic. With over 24,000 contact center interactions a week, Woolworths New Zealand looked to Genesys to meet its business continuity requirements. “As we already use Genesys technology across the group, we saw opportunities to converge some of our services down the line,” said Steve James, Head of Technology at Woolworths New Zealand. “Woolworths New Zealand is confident that Genesys is world-leading. The tech aligns with what our group does and what we plan to achieve.” Building the business case Woolworths New Zealand has a sound business, and its supplies are plentiful. The pandemic, however, caused an unexpected turn with an influx of online orders to handle. The focus turned to getting groceries to customers. Before Genesys Cloud, the company’s contact center struggled to adapt to remote working and soaring call volumes during the pandemic. Its legacy contact center platform was at end of life, out of support and neglected. Priority one outages occurred regularly. The interface was slow, so system updates could only happen at off-peak hours. And that resulted in a loss of service. The cloud-based Genesys platform allowed Woolworths New Zealand to boost its contact center capacity by 60% without compromising service levels. Woolworths New Zealand wanted to ensure vulnerable customers got their groceries on time. They set out to launch a contact center catered towards customers who couldn’t leave their homes or missed securing online delivery slots. In just three days, the priority-assist contact center was up and running. “Genesys allowed us to raise our service levels without increasing the team as a ratio to incoming calls,” added James. The success of the three-day deployment project demonstrated to Woolworths New Zealand the agility and flexibility cloud technology can offer. Within the next four weeks, the company migrated its legacy contact center to the all-in-one Genesys Cloud platform. Realizing the full potential of cloud Since groceries are essential items, hundreds of customers resorted to panic buying during the COVID-19 outbreak. In the first week of lockdown, 200,000 customers registered for online shopping — a soaring leap from the 5,000 weekly pre-pandemic counts. New Zealanders have found online grocery shopping a new necessity, with inventory rapidly shifting from supermarkets to household pantries and freezers. Genesys Cloud open APIs allow Woolworths New Zealand to easily integrate its contact center with third-party applications. Olive, the Woolworths New Zealand chatbot powered by Google Cloud Dialogflow, has been integrated with the platform. This enables the chatbot to automate refunds into the IVR call flow within the contact center ecosystem. “The Genesys platform uses well-documented open APIs that allow easy integration of other applications and tools. Woolworths New Zealand found this agnostic nature of Genesys Cloud very flexible,” said James. “Customers can talk to Olive via phone or app. She is now answering thousands of queries that human agents would have previously handled.” Olive frees up human agents to handle more high-value calls. According to a research survey by Opinion Compare, 29% of its participants found an improvement in Woolworths New Zealand during the COVID-19 lockdown. Customers felt that Woolworths New Zealand had stepped up at a time when people needed them. This percentage was the most significant jump compared to other brands within the survey. Engaging a virtual workforce With a lockdown in place and call volumes soaring, Woolworths New Zealand needed to initiate remote working rapidly. With Genesys Cloud, agents can now work virtually from anywhere — without service disruptions. Team members can fully operate and even train remotely with a full web-based remote work capability. Hardware and training packs are now shipped to new staff members. “Our business continuity planning is supported by the new system. From a risk perspective, we are now in a different position. Employees can work remotely as and when they are needed,” said James. Additionally, service levels have improved significantly with the Genesys workforce management feature. The Workforce Management team can plan and forecast incoming inquiries to facilitate faster responses to its customers, regardless of the channel used — voice, chat or email. “The biggest win is 87% of emails being answered within 24 hours and moving away from 5-7 backlog days with Outlook,” he added. “Genesys has allowed for much better monitoring and coaching of individual agents. Previously, team leaders analyzed and provided feedback on an agent’s performance at the end of the week. With the new platform, there is instantaneous feedback and more granular data on trends,” concluded James. “Overall, there’s real value in having technology and systems that the team love. Woolworths New Zealand has seen an increase in team engagement and lower team turnover since the migration.” Employees working from home are more relaxed. The agents bring more of their true selves to work, which results in authentic conversations with stressed customers. Woolworths New Zealand envisions continued growth after the lockdown-related restrictions are eased. Advances in the chatbot will allow the company to get better at resolving more complex queries. Plans include integrating Olive with Google Assistant and Facebook to offer additional customer channels. It will also move legacy apps to the Genesys user interface to improve the agent experience further. In the future, Woolworths New Zealand envisions making the user journey in the physical store just as seamless as the online experience.

3,600 agentsworking in 14 languages migrated100% remoteimplementationUnifiedcustomer journeyRetired sevenlegacy platformsThe vision to provide a consistent customer experience Xerox, a workplace technology leader, has expanded into software and services and other new technologies to redefine the work experience for customers. Its scientists and engineers are building on a rich heritage of innovation to introduce disruptive digital transformation technologies, including augmented reality, robotic process automation, additive manufacturing, cleantech and the internet of things. Until this year, Xerox used non-standardized global contact centers. “We interacted differently depending on what country the customer’s from, what products they’ve bought and how they’ve purchased them,” said Jason Ferguson, VP Digital Experience at Xerox. “So, we had lots of different systems, processes and teams trying to support the customer in an unintegrated way.” The pandemic also brought its own set of challenges. “COVID-19 amplified problems we were already having,” added Ferguson. “It was very difficult to push traffic and interactions to specific groups, especially with people working from home. We had to define a future state and get there as fast as possible.” Realizing value from professional services Xerox embarked on a global implementation project using the Genesys Cloud™ platform as the foundation to migrate more than 3,600 agents supporting customers in 67 countries and 14 different languages. “The best thing about native cloud architectures is that you don’t have to worry about data centers, compute, storage and networks — all complicated stacks with long lead times,” said Naresh Shanker, CTO at Xerox. Xerox quickly saw the benefits of enlisting support from Genesys Professional Services to complement internal capabilities. “We faced significant challenges,” added Shanker. “We were missing documentation, so it was hard to get a clear view of the systems, software and infrastructure we’d acquired over the years. Likewise, we couldn’t describe what we needed in terms of CX features. And we needed to migrate managed services from our previous provider who held detailed information on our dial plans and call flows.” An easy move to all-in-one composable platform The Xerox and Genesys implementation teams completed a remotely managed deployment, leveraging the proven Genesys prescriptive migration approach to overcome obstacles and unforeseen requirements. The result is a global all-in-one contact center platform that composes experiences in 14 languages for customers across 67 countries — complete with speech recognition for IVR call routing, full interaction and screen recording, and quality management. Genesys Cloud is connected to the company’s SAP CRM system and Survey Dynamix, capturing real-time actionable insights through customizable surveys across channels. An embedded workforce management tool has made a big difference, too. Xerox now utilizes Genesys Workforce Engagement Management across the globe for a better employee experience. “The highest cost is your workforce, so you want to make them as productive and efficient as possible. We have a powerful tool that does this dynamically,” added Shanker. “With the data and analytics available, we can design more proactive engagement models to improve productivity, wait time, call handling, workload balancing and more.” Securing quick wins Laying the foundations for omnichannel CX, Xerox is already reaping rewards from a standardized, resilient global platform. It has retired seven legacy solutions — reducing technology debt and unifying customer journeys. Other benefits include simplified call designs, enhanced routing and processes for adding new business groups. “We always felt Genesys had our back,” concluded Ferguson. “It was a pleasure to work with this team. I can’t speak more highly of the quality of the solution and how excited our agents, managers and executives were when we could finally track and see what was going on in our business.”

Built a language-based global contact centerRouted callsacross 17 locations10% AHTreduction1.8% CSATimprovement5% Call pickuprate improvementSeamless integrationswith Salesforce and Microsoft Dynamics Turning customers into fans Founded in 2010, Xiaomi Corporation is a tech company headquartered in Beijing, China that produces smartphones, smart hardware and the world’s leading consumer Artificial Intelligence of Things platform with over 325 million connected smart devices. Today, Xiaomi serves customers in over 70 countries across 17 locations, covering 23 different markets. The company ranks second in the world in smartphone device sales with over 17% of the market share. When Xiaomi commenced providing customer support outside China, it faced the challenge of building an agile, global contact center infrastructure — and a remote workforce capability to manage it. Its unique requirements included multilingual language capabilities, flexibility to accommodate differing compliance and privacy regulations, and an operations environment to support distinctive local characteristics. Xiaomi is in the business of technology solutions, but its service team understands how essential customers are for its success. “Our employees highly respect the culture that the fans of Xiaomi are the founders of the brand,” said Wang Chuanpeng, International Services Product Director at Xiaomi. “User experience is the core of what we do and a concept we all talk about daily is to be friends with our users and to be the coolest company in their minds.” Xiaomi wanted to achieve the following CX objectives: Deliver a uniform customer service experience worldwide Improve agent scheduling and productivity Monitor call queues Identify and analyze customer call patterns in real time Improve compliance across different markets Improve management of global operations through data integration Improve operational efficiencies Choosing a seamless open platform Before partnering with Genesys, Xiaomi looked at many solutions available in the market; however, most vendors had difficulty meeting its diverse global needs and system requirements. Xiaomi chose Genesys because of its remarkable cloud-based voice capability, superior overall performance and ease of integration; it assessed Genesys as being asset-light, quick to deploy and most critically, completely scalable across any global region or specific location. “Genesys created a global deployment plan for us,” said Wang Chuanpeng. “The openness of their platform was a great help. It integrated seamlessly with our customer service workbench. And as we only had five HQ-based operations staff, its management capability was remarkably efficient.” In the past, Xiaomi agents relied on a global third-party voicemail system to interact with customers. This system was deficient in achieving unified management. It didn’t meet minimum service delivery standards across different locations as customer calls couldn’t be monitored in real time or identified and analyzed for calling patterns. Genesys Cloud enabled Xiaomi to schedule agents efficiently to ensure there are enough agents staffed at the appropriate times — reducing both customer wait and call length times. It allowed agents to work remotely and be monitored in real time, including incoming calls. The platform also allowed for automatic recording of call interactions rather than relying on manual processes by agents — significantly reducing the company’s overall compliance risk. Because the Genesys Cloud platform is integrated with Salesforce and Microsoft Dynamics, agents save time by no longer needing to log in and out of multiple applications and systems. Now, screen pops give agents the information they need in one place. Huge improvements in operational efficiency across the CX function While the legacy third-party system was in place, Xiaomi had no way of accessing customer voice recordings or sharing the raw data among business units for audits, quality assurance and training. Once operational, Genesys Cloud facilitated the export of call recordings, so that business units could utilize the data for both decision-making and quality audit purposes. It also allowed seamless integration of voice and digital channels into one unified system, giving agents complete access to all customer communications and channels. To date with Genesys Cloud, CSAT has improved by 1.8% and service-level agreement has increased by 5%, while average handle time has decreased by 10%. “After using Genesys Cloud, there has been a huge improvement in total customer service performance,” said Wang Chuanpeng. “We can manage agents in a completely unified way, regardless of where they are located. Overseeing the whole global customer service operations business is now very simple.” Intelligent CX is the future Xiaomi is now fully operational with Genesys Cloud across 13 contact centers — supporting 23 markets in 16 different languages. “Collaboration with Genesys has been extremely positive, across their sales teams, technical support and after-sales support,” concluded Wang Chuanpeng. “They are completely committed until final delivery, and although our runway was tight, Genesys helped us deliver the entire project smoothly and efficiently.” As digital-savvy customers now demand more personalized experiences and more agile service capabilities from companies, Xiaomi continues to explore how smart cloud-based capabilities through Genesys Cloud can help it deliver seamless, efficient CX worldwide.

91% reductionin calls to ombudsman22 vendorsremovedImprovedoperational controlStreamlining is at the core By placing the customer at the center of its business, Youse works to enhance and simplify its journey. This approach represents a key market differentiator for Youse. Initially, the company’s operations were built on a BPO platform using a basic customer relationship management (CRM) software. This led to a lack of visibility, limited operational metrics, poor service personalization, reliance on in-house technology and vulnerability to sector-related structural issues. To achieve greater operational efficiency, Youse implemented a streamlining program. The company initially reduced the number of vendors it used by 70%, before ultimately selecting Genesys for its contact center operations. “Genesys was chosen for its understanding of technical needs and market leadership. The implementation was fast and successful, with the project led by KTech, based in São Paulo,” said Taiolor Morais, Director of Technology and Operations at Youse. Youse remains committed to offering the community personalized insurance with 100% digital contracting, allowing customers to manage their insurance from the palm of their hands, with the flexibility to personalize and manage their policy through the app, website, or with help from the support team, if preferred. This flexibility has brought significant results, reaching people who had never interacted with the insurance market before. That’s because digital insurance can be tailored to each person’s specific needs, offering pricing aligned with individual usage. Faster and more personalized The partnership with Genesys helps Youse continually improve its customer service and support. “By aligning our goals with customer needs, we’ve been able to offer an increasingly agile and personalized service,” said Morais. After integrating with the CRM, there was a 91% reduction in calls to the ombudsman — an advantage from full visibility and operational control without relying on third parties. Other notable improvements include higher service levels, increased productivity and better customer experiences. “With Genesys tools, our main gains were speed, task automation and consistent history — which results in a smooth journey for our customers and translates into reduced call abandonment and higher resolution effectiveness,” added Morais. An ideal partnership for CX transformation As an innovative digital insurance platform, Youse found in Genesys the ideal partner for transforming its customer experience. With the successful implementation of Genesys Cloud, Youse achieved greater operational control and significant results. The next step is migrating digital customer service to the Genesys platform. The partnership between Genesys and Youse continues to evolve with plans for that migration, demonstrating the commitment Youse has to offering an increasingly personalized and efficient journey. This collaboration not only increased productivity and agility but also strengthened customer relationships and ensured a promising future for digital insurance. To learn more about the solutions featured in this case study, visit www.genesys.com.