Customer Stories

Better productivity and service efficiency

300% increase in customer survey responses

Greater insight into customer experience drivers

Faster responses for corrective action

Flexibility to easily add new features and functionality

Strongly positioned for growth

Differentiating with great customer experience

ATB Financial has put people first for more than 80 years, having grown from a small treasury branch to Alberta’s largest regional bank with over 5,500 employees and 770,000 customers. Innovation is important in an industry that’s being commoditized and disrupted. Success comes from making banking simple with effortless service and the best information.

“Mortgages, credit cards and savings accounts alone aren’t going to win the day anymore,” said David Bradshaw, Vice President ATB Client Care. “The way banks are going to differentiate is through the customer experience. We wanted to work with Genesys because we wanted to be in the cloud. But more than that, we wanted a partner — not a vendor.”

Building user advocacy

ATB used to put significant resources and funding into keeping its on-premises contact center technology running. Siloed communication channels churned out data that didn’t agree. And all of this made it impossible to map customer journeys and provide consistently great experiences. Eliminating downtime and pain for customers was front of mind, so ATB decided to transform with the cloud-based Genesys Multicloud CX™ solution.

“Genesys was doing cool things in areas like workforce management. It was obvious from the get-go that they had done their research and were right there with us,” said Erin Ramcoomar, Director, Technology Enablement for ATB. “It wasn’t a hard sell to our teams because our clunky legacy systems weren’t helpful and didn’t talk to each other. On the other hand, we were still proposing to completely change the way they did their jobs.”

One of the first things ATB did was to recruit team members familiar with handling frontline interactions to help test and refine the new solution. “They found gaps we would never have spotted,” added Ramcoomar. “It helped spread excitement and secure buy-in from their peers.”

Making data-driven decisions

ATB went live six months after receiving the Genesys proposal. Now, the Genesys Multicloud CX solution gathers all tasks and interactions into a single queue and continually reprioritizes them. It then pushes the most important work to the correct experts automatically.

Team members share information and manage inbound, email and web chat from one easy-to-use omnichannel desktop. There’s no need to log onto different systems, which saves time and speeds up service. With a single click, agents can see the customer’s full contact history and what was discussed previously.

Another success driver was improved reporting and analytics. “We’re able to manage and measure our business on a whole different level,” said Dwayne Calder, Managing Director, Insight and Enablement for ATB. “We’ve got more insight at our fingertips than we could ever thought of having before.”

Striving toward hyper-personalization

Customers opting to self-serve are invited to complete a short survey at the end of their interactions, something that wasn’t possible before because of a lack of integration with the IVR system. This simple change has resulted in a 300% increase in responses. Moreover, team leaders can intercept negative feedback, call the customer back and put matters right on the spot.

Higher customer satisfaction, reduced transfers and better first-call resolution are just some of the benefits ATB expects to see.

“The experiences our customers have with us are not being compared to traditional financial institutions — they’re being compared to leading brands like Starbucks and Amazon,” concluded Calder. “Having a way to keep up with their ever-changing world is vital because, in a few years, banking’s role is going to look very different.”

Improved

customer satisfaction

Better visibility

into customer data

Reduced call

wait time

Improved

agent efficiency

Expanded global

contact 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 CX platform. “We decided to go with Genesys Cloud CX 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 CX for the efficient collection and usage of different data.”

With Genesys Cloud CX, 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 CX 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 CX platform. “We decided to go with Genesys Cloud CX 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 CX for the efficient collection and usage of different data.”

With Genesys Cloud CX, 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 CX 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.

Australia Post Creates personal relationships with customers [orangebar]With a history stretching back over 205 years, Australia Post and their transport and logistics company, StarTrack, comprise Australia’s largest retail network and deliver 12.6 million items to 11.3 million addresses every day. Recent strategic acquisitions have also positioned the company as a leading eCommerce organization, supporting marketplace platforms, supply chain management and payment services. Australia Post realized they needed a solution that could be tightly integrated with their existing technologies, including their CRM system. To help them build that solution, Australia Post turned to their long-term partner, Genesys. Now, they have integrated their IVR with their CRM software and solutions from other vendors, transforming the way they operate. Customers, parcels and repeat interactions are immediately identified, so agents have full context before an interaction even begins. They’re able to solve problems more quickly than before, reducing customer frustration.[fiblock] Product Genesys Multicloud CX Solutions Self-Service Salesforce integration [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FAustralia-Post-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Axis Bank Improved customer experience and sales productivity [orangebar]Axis Bank is the third largest private bank in India. They have a large network of about 3,500 branches, 1,300 ATMs, 20 million customers, and more than 50,000 employees. Axis Bank caters to the unique needs of its customers using a pioneering concept called remote banking comprises of digital relationship managers available 24/7. Axis Bank has had phenomenal success in implementing the digital relationship management set up through Genesys. Unlike some of the more traditional implementations, Axis Bank is using Genesys technology for digital acquisition.[cutoff co_thick="2px"] Benefits Improved sales productivity Reduced cost of acquisition Increased Net Promoter Score [fiblock] Challenges Improved customer experience Customer service to be available 24/7 [cutoff co_thick="2px"] Product Genesys Multicloud CX™ solution [cqblock]

B&H Increases operational efficiencies and improves customer service [orangebar]B&H stakes its reputation on service and product knowledge, and their contact center agents and salespeople play a key role in maintaining those standards of service. When the existing PBX and contact center product at B&H reached end of life, the company saw an opportunity to further improve service and sales with a more feature-rich and easy-to-manage solution. “We had call-recording functionality, but it was provided by a third-party product and it wasn’t integrated with the rest of our contact center,” said Heshy Itzkowitz, B&H Telecommunications Manager. “In general, we wanted to streamline our infrastructure, while adding more sophisticated features.” As B&H searched for a new solution, consolidating communications systems was the No. 1 requirement. “We wanted a common telephony platform that would support users company-wide, so we could simplify system management, get more insights into performance and provide a better user experience,” said Levy Mertz, B&H Telecommunications Systems Manager. B&H considered a variety of solutions, including several from well-known vendors; some solutions lacked functionality, while others were too fragmented architecturally, noted Mertz. After comparing products, B&H chose the Genesys PureConnectTM all-in-one multichannel customer engagement suite, including recording and quality management solutions.[cutoff co_thick="2px"] Benefits Visibility from call recording increased contact center efficiency and performance Integration with Salesforce improves customer service Single Interface provides operational efficiencies [fiblock] Challenges Replace aging, end-of-life PBX and contact center product with a feature-rich, easily managed solution that could support both business users and agents. [cutoff co_thick="2px"] Product Genesys PureConnect Solutions Inbound Workforce Optimization Collaboration Analytics and Reporting [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FBH-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Banca Mediolanum Offering better customer experience through innovation [orangebar]Banca Mediolanum is an Italian bank, insurance and asset management conglomerate that currently has more than one million customers and 4,300 financial advisors, called “Family Bankers.” It differentiates itself through excellent customer service. Banca Mediolanum is unique in that it does not have any physical branches, but strives to be “the bank built around you.” It currently lets customers use different services from different access points, according to his or her needs. Partnered with Genesys in their pursuit of an omnichannel vision, Banca Mediolanum is on a journey of technological innovation focused on ensuring the best possible experience for customers. The Genesys Multicloud CXTM solution enables Banca Mediolanum to enhance customer experience by offering a variety of channels.[cutoff co_thick="2px"] Benefits Improved customer experience by offering a variety of channels [fiblock] Challenges Customer experience impacted by lack of communication channels [cutoff co_thick="2px"] Product Genesys Multicloud CX[cqblock]

100% remote operations during COVID-19

Lower than 14% transfer rate through Aivo Agentbot use

First bank in Ecuador to develop a cloud contact center

Expanded use of digital channels

A 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 CX 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 CX 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 CX 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 CX, 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 CX 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 CX is here to stay,” concluded Cruz.

Bank Millennium Updates its legacy system to transform services and shift to remote working in three days [orangebar]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 relying on a limited legacy on-prem 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.” The decision to invest in a system upgrade wasn’t taken lightly. “We needed to be completely sure,” explained 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 Multicloud CX™ solution. Benefits 34% more seats added while unifying two contact centers 47% more customers served 20% reduction in queue times 10% decrease in call abandonment 10-second drop in average handle time Received “Most Reliable Financial Institution” award Enabled remote workforce in three days to meet COVID-19 requirements Future innovation roadmap in place [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FBank-Millennium-SS-EN_.pdf|title:Read%20the%20customer%20story"] Challenges Transition to fully integrated omnichannel experience Absorb mid-flight merger and pandemic problems Product Genesys Multicloud CX Solutions Inbound Outbound IVR Self-Service Integrations

Bank OCBC NISP Holistic customer engagement in a mobile-first world [orangebar]Bank OCBC NISP is a public-listed banking and financial services company in Indonesia. It has 338 branches and 759 ATMs across Indonesia and ranks among the top 10 banks by assets in the country. The company aims to expand its footprint beyond the 61 cities where it currently has a physical branch presence. Indonesia’s geography and demographics have traditionally posed challenges for bringing banking services to the masses. Of the total population, an estimated 66% of Indonesians remain unbanked, mainly due to the lack of physical bank branches across the archipelago of 17,500 islands. In contrast, the country has a high mobile penetration rate, with 73 million out of 273 million people using smartphones to access the internet. Bank OCBC NISP is pursuing a mobile-first strategy to extend its reach and address the opportunity to serve Indonesia’s 180 million unbanked consumers. The bank also wants to target the country’s 65 million-strong mobile internet-savvy millennials — an attractive new customer segment for digitally led financial products and services. To achieve this goal, the bank has partnered with Genesys to deliver a seamless omnichannel experience across multiple digital footprints — from onboarding to customer support and services. In April 2018, Bank OCBC NISP rolled out its digital transformation program to provide contactless mobile banking services and enhanced customer experience to heighten its appeal to mobile-savvy customers. In line with Indonesia’s regulatory face-to-face Know Your Customer (KYC) verification requirement to open a new account, the bank launched the digital e-KYC program, incorporating a video call function on its mobile banking app to accelerate and simplify customer onboarding processes. Bank OCBC NISP integrated its in-app video solution and contact center support system on a single platform with the Genesy Engage™ application. This allows greater visibility across multiple channels to accurately track where customers are in the critical stages of the journey — from onboarding to transacting and problem resolution. Contact center agents now have a 360-degree view of the customer and can proactively deliver timely, relevant communications for more personalized experiences throughout the customer journey. Benefits Increased customer reach to 96 new cities Under 15 minutes to open an account, down from 45 minutes Six-hour activation time; previously this took four days 37% reduction in KYC operating costs 142% rise in the number of new customers onboarded 90% improvement in contact resolution rate [genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FOCBC-case-study.pdf|title:Read%20the%20customer%20story||"] Challenges Increase coverage and provide a mobile-first banking experience to unbanked customers Transform from operating as a call center to a one-stop customer solution center Reinforce customer trust Product Genesys Multicloud CX Solutions Inbound Omnichannel Desktop Workforce Optimization Mobile Customer Support Integrations Social

Banorte Simplifies their contact center to deliver superior customer service [orangebar]With a history stretching back to 1899, Banorte is the banking subsidiary of Grupo Financial Banorte (GFNorte), serving over 13 million customers in Mexico and the U.S. Banorte was focused on superior customer service and satisfaction, but this was increasingly difficult to provide with an obsolete Windows 2000 IVR that had been installed to meet the needs of a call center infrastructure. The only metric it provided was the volume of incoming calls — nothing to add value for customers. The bank needed a solution to meet the increasing requirements of the business as it continued to grow and the changing market. Always looking for vendors who comply with their technology standards, Banorte listened to a group of users who had had a good experience using the Genesys Multicloud CXTM application to provide enhanced functionality. With Genesys, Banorte virtualized its contact center, replaced its obsolete IVR and continues to add new self-service functionality, and gained a simplified, flexible and easy-to-use infrastructure for delivering superior customer service 24X7.[cutoff co_thick="2px"] Benefits Gained a simplified, flexible, easy-to-use infrastructure for 24X7 service Replaced obsolete call center infrastructure with virtualized servers Added new IVR functionality that wasn’t possible before [fiblock] Challenges Update obsolete infrastructure Increase self-service IVR performance and functionality Gain visibility into self-service usage to increase value for customers [cutoff co_thick="2px"] Product Genesys Multicloud CX Solutions Self-Service Analytics & Reporting [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FBanorte-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

BARMER Building a user-friendly digital front door [orangebar]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 provide as personalized a service 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 insurants to consult a physician from their smartphone and receive medical advice wherever they are, 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. Benefits Resolved 80% of queries through AI voice response system 10-second reduction in AHT Reduced wait time for customers Improved personalized service to customers [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FBARMER-SS-EN.pdf|title:Read%20the%20customer%20story||"][fiblock] Challenges Fully automate calls and increase customer service agents' time Improve personalized service Lack of efficiency and freedom to dedicate the right amount of time to personal interaction with clients Product Genesys Multicloud CX solution Solutions Automated Routing Reporting and Analytics Self-Service SDS Module by atip Partner atip

BBVA Argentina Optimizing customer experience through cloud technology [orangebar]With 70 million customers globally, BBVA is one of the leading banks in the world. BBVA Argentina was looking to drive robust, innovative digital transformations that could help them double their three million customers within the next few years. As an innovator in the banking industry, BBVA Argentina has always been on the forefront of cloud technology and implementing a cloud-based contact center solution was one of the most critical requirements. This need for cutting-edge technology led them to Genesys where they found the tools to meet their remote-banking operational goals. With the Genesys Cloud CXTM solution, BBVA Argentina supports a remote agent program and offers chat as a new communication channel. They can easily keep up with customer expectations by offering cloud-based omnichannel capabilities to optimize their customer experience.[cqblock][fiblock] Product Genesys Cloud CX

30-second reduction in call times

Increase in CSAT score, from 89% to 92%

50% reduction in employee training time

Increased agent efficiency

Real-time reporting and resource matching

Beyond Bank is one of the largest customer-owned banks in Australia, serving over 240,000 customers in the country. Beyond Bank is guided by the belief that employees are key to delivering superior customer experience. 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 best-in-class customer experience, Beyond Bank set out to modernize its legacy on-premises contact center platform. The previous platform was difficult to update and customize at the speed of innovation that customers demanded. Beyond Bank sought to empower employees with an agile platform to satisfy customers’ expectations for seamless multichannel support.

Rather than investing heavily to upgrade its legacy system, Beyond Bank chose the all-in-one Genesys Cloud CX solution to enhance customer service delivery. “Genesys aligns closely with our belief that viewing everything through the customer lens is key to delivering differentiated experiences. Today, that requires continual innovation, which is exactly what Genesys Cloud CX helps us achieve through its robust capabilities and continuous release of new features and enhancements,” said Brent Alexander, National Manager, Customer Relationship Center at Beyond Bank Australia.

“Having had very little innovation in the contact center platform over the past 10 years, new updates released every single week in Genesys Cloud CX is one of the key features for us. In a world where resources are limited and stretched, the fact that it’s all automated through the Genesys platform is great,” added Alexander.

“The final thing that got us over the line to choose Genesys was the relationship formed through the tender process. Genesys really invested in our success. It’s not just set it and forget it.”

Enhancing the employee experience

Moving to Genesys Cloud CX 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 solution 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 cloud-enabled solution.

Before migrating to the Genesys Cloud CX solution, Beyond Bank struggled to optimize workforce productivity and staff scheduling to align with call volume and customer demands. The Genesys Cloud CX Workforce Engagement Management tool equips Beyond Bank agents 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 theCOVID-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 CX 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. Staff wellbeing is key,” he added.

Increasing functionalities for uniform 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 call back features have 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. 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 CX, Beyond Bank has improved its CSAT score from 89% to 92% – demonstrating higher satisfaction levels across all five metrics,” said Alexander.

Creating quality customer experiences involves providing prompt and accurate problem resolution. It also means gauging the appropriate tone and words to trigger positive responses. Beyond Bank is looking to take this a step further and are currently investigating how automation, voice analytics and biometrics features that are available in Genesys Cloud CX will allow it to further deliver seamless experiences while building a high level of trust and security with customers.

Voice biometrics reduces the call time by automatically verifying the customer identity. While voice analytics and automation route customers to the area most suited to their query and agents gain quick insights into customer pain points for meaningful interactions.

“As we continue to adapt and evolve with Genesys Cloud CX, this shows our customers that Beyond Bank isn’t resting on our laurels. We are continuing to innovate and give our customers new ways to interact with us,” concluded Alexander.

With the all-in-one Genesys Cloud CX solution, Beyond Bank can continuously drive improvements in its contact center platform, boost employee productivity and deliver better customer experiences.

BIS Contact Center Fast migration to the cloud to grow 10x more [orangebar]BIS Contact Center is a business process outsourcing (BPO) company that offers its customers a comprehensive omnichannel management solution. Located in the city of Cartagena, in the only free-service zone in the Colombian Caribbean, it operates with state-of-the-art technological tools, highly qualified staff resources and innovation. Since it began, BIS Contact Center has leveraged the health sector — one of the most competitive local segments — by specializing in high-value services. With the philosophy of "outsource what you don't like,” BIS has gradually gained the confidence of a highly regulated sector — where the governance of its customers' personal data is key to business. It started with the basic process of appointment management, relying on the on-premises CIC solution from Interactive Intelligence. From there, BIS demonstrated it could use the latest technology at every opportunity it had to solve more complex iterations, In this way, it gained the trust of many companies in the Healthcare sector by developing specializations that result in high-value services. To focus on its customers' core processes, BIS also began to apply different quality certifications such as ISO 27001, which describes the proper way to manage information security within a company. It’s at this point that BIS began to consider adopting the cloud paradigm. "We realized that Genesys Cloud CX™ was where we had to go," said Carmona, pointing out that BIS implemented five positions in the cloud after winning a client located in the United States. This was a modest and incipient export operation of services for the company. Benefits Successful business model evolution 9-day technology migration Ability to scale up quicky to meet new demands 75% contact rate for new project [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FBIS-CS-EN.pdf|title:Read%20the%20customer%20story||"] Challenges Accelerate on-premises migration to the cloud Serve local and offshore customers with expanded services Parameterization of the new cloud solution Provide full visibility to the end customer Product Genesys Cloud CX Solutions Inbound Outbound Messaging Partner Global Networks Solutions S.A.

Blue Insurance Cloud solution assures consistent customer experience [orangebar]With core niche markets close to saturation, Blue Insurance powered business growth through contact center transformation. Deploying the Genesys Multicloud CXTM solution in the cloud means the company can open new facilities with greater flexibility, including extended opening hours. The ability to change routing rules and key performance indicators for new products provides greater control over service levels. The insurer can track every interaction and tightly orchestrate customer journeys as well. Advisors are able to upsell and cross-sell more effectively. With a more productive workforce the company forecasts a 10% headcount saving and no longer has to hire as many staff to cover holidays and absences.[cutoff co_thick="2px"] Benefits Ability to grow without capital investment Greater control over service levels Higher workforce productivity [cutoff co_thick="2px"] System Integration Partner Gema Consulting [fiblock] Challenges Support rapid business expansion Improve customer experience [cutoff co_thick="2px"] Product Genesys Multicloud CX Solutions Analytics and Reporting [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FBlue-Insurance-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

BMW Group Powering innovation with an all-in-one contact center solution [orangebar]The BMW Group launched BMW ConnectedDrive, a proprietary value-added service that sends an emergency notification in the event of an accident. It also provides information from a real person on the driver’s surrounding area, such as restaurant information. The service connects drivers with a contact center operator and offers optimized communication exchanges via voice and data. Genesys and prominent system integrator Iwatsu Electric were tasked with constructing the system. Because the service provides customer care that’s unlike conventional driver services, BMW compared and examined two other companies’ contact center solutions, in addition to the Genesys PureConnect™ solution, in the ConnectedDrive contact center system. The results led BMW to adopt the PureConnect platform. According to one system administrator at BMW, the company chose Genesys for several reasons. “The first requirement was that it had to be built based on SIP. The Genesys PureConnect solution was one of the first systems built for SIP compatibility, so it cleared that requirement without a problem. Also, the PureConnect solution beat out the other two companies because of initial cost, installation time and its rich interface. We ended up going with the PureConnect platform, and I think it was a good choice overall because it was easy to integrate with existing systems, while the modules are flexible and expandable.” Benefits Differentiated offerings Increased efficiencies Reduced infrastructure costs and complexity Improved customer experience [fiblock] Challenges Give customers a more personalized experience Ensure fast, reliable connections between customers and the contact center Deliver relevant physical and digital data to operators Handle voice and data on the same platform Optimize routing across global locations Product Genesys PureConnect Solutions Digital Inbound Workforce Optimization Reporting and Analytics [genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F08c185c2-bmw-group-ss-en-2.pdf|title:Read%20the%20customer%20story||"][cqblock]

Record implementation time

50% reduction in IVR navigation time

80% increase in contact rates

Centralized database consolidation

100% of agents relocated during COVID-19 crisis

50% increase in 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 CX 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 CX 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 CX 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.”

Bosch Service Solutions Delivers one coherent experience across all channels [orangebar]Bosch Service Solutions is a leading international supplier of Business Process Outsourcing solutions for complex, technology-driven services. The company develops, implements and operates new and innovative business models in cooperation with their clients. In the Genesys Multicloud CX™ application, Bosch Service Solutions found a stable and global customer experience solution that scaled to meet their clients’ needs. The implementation, deployed across fifteen sites around the world, integrated various channels, including voice, email, social media and more. This has contributed to the growth of the business. Now, Bosch Service Solutions has more than 800 routing strategies and more than 4,000 agents working on the system, which simplifies the implementation of very complex services for their customers. Benefits Platform integration for customer experience Future-proof solution offers high scalability, quality and performance 20% increase in outbound calls processed 70% boost in inbound calls processed 40% more email processed 15% increase in routing rules for nearly 600 different routing strategies New opportunities using chatbots, artificial intelligence, internet of things and automation [cqblock][fiblock] Challenges Outdated systems that no longer meet company requirements Lack of system reliability and performance Product Genesys Multicloud CX Solutions Inbound Outbound Email Social Reporting and Analytics Self-Service Automation Integrations Workforce Optimization [genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F34564581-genesys-bosch_service_solutions-v3.pdf|title:Read%20the%20customer%20story|target:%20_blank|"]

Bouygues Telecom Uniting digital customer journeys [orangebar]Bouygues Telecom is a major player in the French digital communications market. With Genesys as its trusted partner, the company has been at the forefront of customer experience innovation for the last 20 years — dreaming up amazing mobile, internet and TV service offerings. Customer care at Bouygues Telecom is powered by the Genesys Multicloud CXTM omnichannel contact center with 4,500 agents across 15 locations working as a single team. They efficiently manage up to 400,000 daily contacts, including inbound calls, email, self-service, and outbound voice and web callbacks. Workloads are highly automated; all tasks are arranged in a single queue, continually reprioritized and pushed to the right experts. Benefits 2% uplift in sales 10% increase in customer satisfaction 25% decrease in call transfers 5% rise in first call resolution 200 saved support days [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F1b31526e-bouygues-telecom.pdf|title:Read%20the%20case%20study||"][fiblock] Challenges Deliver amazing, efficient customer service Uncover the full revenue potential of every contact Product Genesys Multicloud CX Solutions Inbound Self-Service Digital Outbound Omnichannel Desktop Business Automation Analytics and Reporting

30-minute daily productivity savings per agent

Chat successfully launched, a first for Premier League clubs

Better reporting and quality assurance

Personal development and staff morale both improved

4,500 phone calls made to vulnerable supporters over three months

£371,000 raised for 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.

Bupa Australia Delivers customer-led transformation [orangebar]Bupa Australia is part of the Bupa Group, an international healthcare leader with 22 million customers in more than 190 countries.  The largest privately owned health insurance company in the country, Bupa serves more than four million people across Australia and offers a broad range of services, including dental and general practice clinics, aged care homes and optical stores. Across their contact center and back-office teams, Bupa employs more than 400 agents who handle 2.3 million calls and 2.5 million manual claims each year via multiple, disconnected channels. The lack of integration of teams resulted in about 30% of the workload being handed off internally. Each claim was touched twice, on average, and sometimes up to eight times before being completed. This made it difficult to respond to changing customer demands in real time. Bupa undertook a multi-year effort to transform their claims and customer administration teams. The goal was to deliver excellent customer service, efficiently and sustainably. For this specific initiative, disparate back-office processing teams needed to blend customer inquiries between them while providing full visibility of the entire workload. So the company deployed Genesys intelligent Workload Distribution (iWD) to deliver tasks that originated as scanned paperwork, claims, web forms, phone calls and email.[cutoff co_thick="2px"] Benefits Improved average handle time Enhanced first contact resolution efficiencies Improved NPS from -37 to -8 Reduced end-to-end cycle times [fiblock] Challenges Managing high volume of customer claims Improving integration between teams Increasing first contact resolution Customer demand and agent performance visibility [cutoff co_thick="2px"] Solutions Inbound Business Automation [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FBUPA-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

CallPageboy Reinventing customer experience in the cloud [orangebar]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?’.” Guided by its trusted partner, Wren Data, CallPageboy moved to the Genesys Cloud CXTM solution after a successful pilot. “We were impressed by the Genesys Cloud CX 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 CX 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. Benefits Ability to create new services and offers High agent efficiency and engagement 20% reduction in handle time Improved resource planning through forecasting Simple, safer system changes [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FCallPageboy-SS-EN.pdf|title:Read%20the%20customer%20story||"] Challenges Stay relevant and deliver more value to customers Improve efficiency and scope for service innovation Product Genesys Cloud CX solution Solutions Inbound Outbound Self-Service and Automation Digital Workforce Engagement Management Integrations Partner Wren Data

Campus USA All-in-one contact center solution helps Campus USA Credit Union expand [orangebar]Campus USA Credit Union used Avaya for TDM-based switching at their inbound and outbound contact center in Florida. The credit union needed to roll out branch offices more quickly, and wanted the flexibility to bring maintenance and customizations in-house. “Our Avaya contract was about to expire, so we thought it was a good time to look at other products,” said Mitch Wright, Senior Network Administrator at Campus USA Credit Union. “Open software architectures would enable us to adapt more quickly and cost-effectively to both internal growth and end-user requirements. We believed a VoIP-based system would best meet our requirements by eliminating things like voice cards and wiring, thus allowing us to get new users up and running instantly.” Campus USA Credit Union reviewed VoIP systems from traditional telecom vendors, but ultimately chose the Genesys PureConnect™ standards-based IP communications solution.[cutoff co_thick="2px"] Benefits Speed-to-answer rates of less than 25 seconds per call 2.1% abandon rate Email response time under five minutes [fiblock] Challenges Replace existing Avaya system with a modern, multichannel interaction suite that includes email response management, recording, reporting and centralized administration [cutoff co_thick="2px"] Product Genesys PureConnect Solutions Digital Self-Service Inbound Workforce Optimization Omnichannel Desktop Analytics and Reporting [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FCampus-USA-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Canal+ Increases customer service flexibility and efficiency [orangebar] Having teams of people doing a single thing very well is a good rule of thumb for small-scale customer service efficiency. But when you’re a major media company handling around 30 million customer communications a year, it works better for agents to multitask. That’s certainly the case at Canal+ the Vivendi-owned French premium pay television provider, because of the sheer volume of customer communications they handle. The group has more than 11.2 million subscribers but only 2,000 customer service agents. Thanks to the Genesys Multicloud CXTM solution, the company can handle workloads efficiently with agents fed whichever tasks are most important at the time, switching from one job to another on a single desktop interface.[cutoff co_thick="2px"] Benefits Achieved an 18-month ROI on a virtual contact center project Reduced postal query handling costs by 40% Improved KPIs each year [fiblock] Challenges Enhance agent productivity Improve customer service Reduce costs [cutoff co_thick="2px"] Product Genesys Multicloud CX Solutions Business Automation Analytics Digital [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FCanal-France-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

CAPITAL Card Service Gets performance boost with all-in-one communications solution [orangebar]As a servicer of credit card accounts, CAPITAL needed reliable, flexible and full-featured contact center communications—not only for their business users but for the financial institutions they service. CAPITAL was delivering quality service on legacy equipment; they saw an opportunity to enhance their contact center systems and pave the way for future growth and digital contact channels, such as email and web chat. CAPITAL has 200 contact center agents at two South Dakota sites that received a total of 500,000 inbound calls a month. They handled both inbound and outbound calls, and provided self-service through IVR. To manage their contact centers, CAPITAL used multiple incompatible telephony systems that created ongoing challenges with upgrades and expansion into new channels. CAPITAL wanted a new contact center solution that had: multichannel routing and queuing, IVR functionality, recording and monitoring capabilities, sophisticated reporting features and an outbound dialer—all built on an IP telephony platform. They considered solutions from several vendors, but the Genesys PureConnect™ application was the only IP-based contact center solution running on a single platform that had all the features CAPITAL required.[cutoff co_thick="2px"] Benefits Simplifies rollout of new capabilities with a single solution Frees supervisors to work with agents and give performance feedback Provides visibility to easily identify ways to improve performance [fiblock] Challenges Replace multiple telephony products with a single solution that adds quality monitoring and multichannel capabilities to support future expansion. [cutoff co_thick="2px"] Product Genesys PureConnect Solutions Digital Self-Service Inbound Outbound Workforce Optimization Omnichannel Desktop Analytics [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FCapital-Services-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

CareCentrix Promoting a successful workforce through gamification CareCentrix is a leader in providing health guidance and support care to the home. The company manages 26 million members through 8,000 provider locations, with the help of 1,600 call center agents. CareCentrix initially wanted to improve the day-to-day work experience for its call center employees and bring employee engagement to the next level. The goals were to enable and encourage self-management, implement better performance tracking and improve overall team morale. CareCentrix saw the Genesys nGAGEMENT platform as a perfect fit. The Care and Service Centers team was ready to maximize the tools at their disposal to bring a fun and engaging technology to their agents, managers and coaches. KPIs they emphasized most were presence at work, schedule adherence and compliance, average handle time, and efficiency. By collecting six months of historical data, the nGAGEMENT team set the benchmark for monitoring improvement in the months to come. “The nGAGEMENT platform has been influential and the major reason for CareCentrix increased employee engagement,” said Fais Siddiky Director of Operations at CareCentrix. “The software is extremely easy to navigate and allows our team members to interact and monitor their performance on a real-time basis.” Benefits 20% improvement in schedule adherence 6% increase in agent performance in the first six months 80% of agents log in daily to check performance, status and KPIs [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FCareCentrix-SS-EN.pdf|title:Read%20the%20customer%20story||"] Challenges Improve the day-to-day work experience for employees Enhance employee engagement Product Genesys PureConnect solution Solutions nGAGEMENT Workforce Engagement Management

Switched to remote working in hours without missing a call

15% faster response times

10% improvement in agent schedule adherence

10% lower call abandonment rates

6-point increase 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 CX 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 CX 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 CX 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 CX 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 CX 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 CX 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 CX, 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 CX 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 CX 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.

4-week

migration to Genesys Cloud CX

12% rise

in service levels

10% reduction

in handle time

8% drop

in abandoned calls

Transport 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 CX™ solution as well as various standalone systems.

“While we were happy with Genesys Multicloud CX, 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 CX platform. Then the COVID-19 pandemic struck. “We went to 100% home working and seamlessly switched to Genesys Cloud CX four weeks after without any significant IT issues, service disruption or productivity drops,” said Waghorn.

Implemented by a local contact center specialist, Wren Data, Genesys Cloud CX 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 CX 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 CX 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 CX. 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.”

97% reduction in IVR numbers, from 70 to 2

Real-time reporting and better visibility of KPIs

10% rise in customer satisfaction

20% improvement in SLAs

400 agents moved to remote working in 48 hours

Near-zero impact on customers

Providing 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 CX 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 CX 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 CX 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 CX. 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 CX, 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 CX 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 CX, 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 CX 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 CX solution with its CRM system as well as introducing artificial intelligence capabilities, such as voicebots, chatbots and predictive engagement.

Cendris Customer Contact Customer service provider partners with Genesys to increase business efficiency and customer satisfaction [orangebar]Cendris Customer Contact is a call center operator and customer services contractor with offices in the Netherlands and Germany. They specialize in customer contact—providing inbound and outbound customer contact services with the important goal of increasing customer satisfaction. Since customer experience is at the heart of what Cendris provides, it was imperative for them to upgrade to a best-in-class call center solution. Cendris chose the Genesys PureConnect™ solution to help them increase efficiency within their business. They were able to leverage a fully integrated PureConnect solution to increase customer satisfaction scores while decreasing agent hours. Benefits Reduced agent hours by 70% with use of dialer Improved business efficiency with one integrated solution Gained deep data mining capabilities Increased customer satisfaction scores [cqblock][fiblock] Challenges Lack of business efficiency Not able to route calls based on agent skill Insufficient business intelligence data Siloed solutions Product Genesys PureConnect

Cetelem A journey to digitization Cetelem, a consumer credit company and part of the BNP Paribas group, is a leader in the global financial industry. With over 50 years of experience in the credit market, Cetelem has been in Brazil since 1998. It offers a wide portfolio of cards from the largest retailers in the country, in addition to a series of credit solutions, including personal and payroll loans, financing, insurance, and assistance services. Cetelem started its digital transformation four years ago to overcome a technology gap in the contact center. The company began its search for a provider to help achieve its vision of an integrated omnichannel experience for customers. With the belief that offering a better experience to its customers would also lead to better financial results, Cetelem selected Genesys. With Genesys, Cetelem can now offer its customers a fully digital journey and the communication channel of their choice. This has led to a better customer experience and higher Net Promoter Scores. Benefits Increased NPS to 35 Fully digital customer journey Omnichannel capabilities [cqblock][fiblock] Challenges Lack of communication channels for customers Low NPS Outdated technology created a poor customer experience Product Genesys Multicloud CX™ solution Solutions Speech and Text Analytics Mobile Engagement Email Chat SMS

China Comservice China Comservice delivers omnichannel CX with Genesys PureConnect on cloud [orangebar]China Communications Services Corporation Limited, also called China Comservice or CCS, provides call center value-added services and BPO services. As the only overseas-listed Chinese company to provide integrated services for telecommunications, media and technology companies, they wanted a solution that was stable, flexible and easy to maintain for themselves and their clients. Implementing the all-in-one Genesys PureConnectTM Cloud platform met these requirements while also resulting in higher efficiency and customer satisfaction.[cutoff] Benefits Lowered call abandon rate to 3% Increased customer satisfaction rate Reduction in customer complaints [fiblock] Challenges Flexibility to support clients with ongoing changes Easy to deploy and maintain in a large-scale operation Support remote agents [cutoff] Solutions Genesys PureConnect Cloud platform [cqblock]

Cielo Cielo jumpstarts a channel revolution with Genesys [orangebar]One of the top-five card payment platforms in the world, Brazil-based Cielo, keeps the country’s economy moving. They enable businesses of all sizes—sole traders, family run firms, large companies and multinational market leaders—to simplify purchasing and realize sales. Processing about eight billion card transactions annually, Cielo accounts for almost 10% of Brazil’s gross domestic product. After speaking with several Genesys customers, Cielo put their trust in the Genesys Multicloud CX™ solution. Designed for seamless omnichannel engagement, the Genesys Multicloud CX 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.[cutoff co_thick="2px"] Benefits Expanded service to more than 20 channels Raised customer satisfaction Improved agent performance and contact center agility [fiblock] Challenges Offer frictionless omnichannel services on the customer’s terms Increase agility while lowering costs [cutoff co_thick="2px"] Product Genesys Multicloud CX Solution Inbound Outbound Mobile Social Email [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FCielo-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Over 10,000

questions asked per month

60% of questions

answered without agent involvement

Dramatic reduction

of call volume

Since 1989, Citrix has provided small, mid-market and enterprise businesses with a digital workspace platform that gives employees everything they need to do their best work wherever and whenever, in one unified experience. And IT gained the visibility, simplicity and security needed to manage the solution effectively.

Challenges

As Citrix provides solutions to a wide variety of users, the customer service team needed to reduce call volume on a growing backlog of questions from non-technical end users. This backlog was beginning to impact the firm’s overall Net Promoter Score (NPS). “We have traditionally offered self-service solutions, like support articles and community discussions, to enterprise IT admins,” said Patrick Quinlan, Senior Manager, Self-service and Analtyics at Citrix Shared Services. “However, self-service is not a one-size-fits-all solution, so we have to adapt our approach to fit the needs of non-technical users. We were charged with reducing incoming volume while maintaining high customer satisfaction.” said Patrick Quinlan, Senior Manager, Self-Service & Analytics, Citrix Shared Services.

The team opted to extend existing self-service options, including discussions on the website and live chat, by building a chatbot that could answer common questions without agent intervention. However, after two years of exploration and development, Quinlan’s team realized that, while many artificial intelligence (AI) technologies are available as a service, building critical authoring and reporting interfaces would be prohibitively expensive. After reviewing several out-of-the-box solutions and completing proof-of-concepts, the team found the right solution with Genesys DX and quickly won approval from the leadership team to implement a chatbot.

Solution

Citrix opted to implement Genesys DX in a phased approach, targeting specific use cases to ensure a positive experience for their customers and internal support team. This phased approach allowed Citrix to remain agile throughout the process to maintain helpful interactions with all customers.

“What we found to be successful was keeping those use cases really narrow,” said Quinlan. “Citrix has a lot of solutions, so we wanted to start just with ShareFile and those small and medium-size business users. Shortly after launch, we added general customer service actions like password reset tasks for our enterprise customers.

Keeping the focus narrow, understanding what our customer is likely to ask and then making sure we have our content in place to answer those questions before launch is what made our rollout successful.” Quinlan said.

Citrix learned that while it could prepare custom content and plan for many of the questions customers might ask, there were still unexpected queries. During the first few months, the bot received a high volume of questions related to pricing and product discovery. As a result, Quinlan’s team expanded the Genesys DX solution to the sales team. This has helped generate new leads for sales while ensuring all customer questions are routed to the right team.

Result

Since the chatbot launched, it’s receiving more than 10,000 questions across more than 5,000 unique users per month and answering 60% of them without agent intervention. And although the volume of questions is growing, Citrix hasn’t had to expand its customer team to manage the surplus or left customer questions unanswered. The team has also experienced a dramatic reduction in call volume.

The use of the chatbot, along with Genesys DX reporting, is uncovering unexpected benefits. The real-time dashboard tracks what question is asked, how many times it’s asked and if it was properly answered. This data doesn’t just help Quinlan’s team improve the bot’s effectiveness; it also illustrates user experience issues that need to be fixed in the product. For instance, as the team saw a growing number of questions about file uploads, it worked with the product team to improve that experience for users.

Since the initial launch for supporting ShareFile customers, Citrix extended the solution to other product lines like Podio and is also exploring use of Genesys DX by their internal help desk team.

City of Helsinki Shaping public services around citizens’ needs [orangebar]Elderly and disabled citizens can feel lonely and isolated. Thanks to the City of Helsinki, that’s no longer the case with the Genesys Multicloud CXTM solution. The government-owned agency has put Helsinki’s citizens at the heart of its multichannel contact center strategy. It’s much easier for citizens to arrange catering, property maintenance, cleaning, security and wellness services. Urgent inquiries, like incoming calls from homes with emergency nurse-call systems, are dealt with quicker. In addition, the City of Helsinki benefits from deeper understanding of contact center performance. Waiting times have been reduced, enabling them to offer higher SLAs. Dashboard reporting keeps everything on track. And agents are happier because their work is more varied and fulfilling.[cutoff co_thick="2px"] Benefits Faster resolution of issues after multichannel options Improved contact center performance by utilizing management tools Agents are more efficient and fulfilled 68 new customer conversions per month [fiblock] Challenges Align contact center to support business growth Improve citizen experience and service levels [cutoff co_thick="2px"] Product Genesys Multicloud CX Solutions Genesys Workforce Optimization Outbound Digital Omnichannel Desktop [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2Ffffdcfed-city-of-helsinki-ss-en-updated.pdf|title:Read%20the%20customer%20story||"][cqblock]

Cleartrip Cleartrip streamlines customer experience with self-service options [orangebar]Cleartrip, an online travel company that provides comprehensive travel experiences throughout India and the Persian Gulf region, uses the tagline “Making Travel Simple.” As a one-stop-shop for their customers’ travel needs, Cleartrip sought a similar DNA for their telecom requirements—an all-in-one platform that simplifies the customer experience. Cleartrip replaced its legacy, multi-system approach in favor of a unified voice infrastructure from Genesys, establishing the company as the preferred customer service center for the online travel space in India.[cutoff co_thick="2px"] Benefits 80% handling of eligible cancellations through self-service 70% customer recognition rate with self-service 21% increase in Service CSAT within eight months of implementing Genesys More than 98% of callers are transferred to the right agent the first time <1% abandoned call rate Sales CSAT increased from 81% to 89% within two months [fiblock] Challenges Create unified platform across all call centers Use self-service options to deliver seamless customer experience Proactively identify and know customers Gain real-time visibility into reporting Monitor call volumes and service levels in real time Improve call recording and quality management [cutoff co_thick="2px"] Product Genesys Multicloud CXTM Solutions Self-Service Omnichannel Desktop Workforce Optimization Integration [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FCleartrip-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Collection House The Genesys PureConnect platform helps Collection House to boost its contact center productivity in partnership with QPC [orangebar]The Collection House Group is a leading Australasian receivables management company providing a portfolio of services covering the entire credit management lifecycle. The Genesys PureConnect™ solution was deployed by QPC to significantly improve productivity and enhance the overall customer experience.  The PureConnect application is already improving contact center operations by driving overall efficiency and enhancing operational effectiveness. The center can handle a larger number of customers in a shorter period of time. The platform is now being deployed throughout the organization.  It will equip the contact center with voice analytics, skills-based routing and predictive dialing to support agent optimization and ensure that the right calls go the agent best equipped to enhance the customer experience.[cutoff co_thick="2px"] Benefits Improved overall efficiency and enhanced operational effectiveness Increased average volume of outbound calls 42% in four months Improved employee engagement Facilitated search functionality within the call data [fiblock] Challenges Increase agent productivity and efficiency Provide senior management with insight into metrics Deliver value-adding features such as workforce optimization and skills-based routing [cutoff co_thick="2px"] Product Genesys PureConnect [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FCollection-House-Group-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Proof-of-concept operational within just a few days

Fast implementation

Modernized inbound 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 CX.

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 CX 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 CX 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 CX.

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 employees set up to work from home in just two days

4% increase in resource use

€150,000 in savings anticipated

5% improvement in response times

Simple integration with Guidewire insurance platform

Ability to quickly turn on new channels and features

Siloed 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 CX 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 CX.”

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 CX. 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.”

Crisis Services Canada Saving lives with the world's first virtualized national voice, text and chat-enabled suicide prevention service [orangebar]In Canada, an average of 10 people take their lives through suicide every single day, with each death affecting more than 115 people with its immediate aftermath. Crisis Services Canada (CSC) wants to end that. Evolved from five regional separate distress centers, its goal is to turn negative situations into positive ones — saving people’s lives, providing suicide support for those affected and having a beneficial impact on the world around them. To realize this vision, CSC embarked on a digital transformation journey, planned and delivered by 11 technology partners and supported by more than 1,000 trained suicide prevention volunteers. The aim was to build a nationwide virtual multimedia contact center that ensures no call or contact from anyone thinking about or affected by suicide ever goes unanswered. It also wanted to provide communication alternatives, such as voice, text and chat geared to the preference of the service users, with the ability to integrate clinical client data to improve overall quality of crisis support. Benefits Digital transformation completed on time and within budget 25,073 contacts and 494 active rescues in the first 18 months Disabled 2,407 suicide plans Prevented tens of millions of dollars lost in social ROI value 80% of help-seekers felt more able to cope with their situation [cqblock][fiblock] Challenges Deliver lifesaving digital transformation of Canada’s distress and crisis call centers Build and launch Canadian National Suicide Prevention Service overlaid on existing distress center infrastructure Platform Rogers Virtual Contact Center platform, powered by the Genesys PureConnectTM Cloud application Solutions Inbound Digital System Integrations Partner Rogers Communications Inc.

Datamétrica Transforming service operations for dramatically improved results [orangebar]Datamétrica, headquartered in Recife, Brazil, has 5,000 employees and offers contact center and other business services. In its outsourcing segment in Brazil, Datamétrica has two contact center sites that deliver front line assistance in sales, collections, service desk, and customer care—including back-office support to analyze and monitor service request resolution. Datamétrica partnered with Genesys to introduce Genesys Workload Management into a 120-seat back-office operation. This operation’s 15 teams of 320 technical agents handle technical issue resolution for more than 390,000 service requests per month from the triple-play consumers of a large Brazilian telecommunications company.[cutoff co_thick="2px"] Benefits Definition of skill for employees Unproductive time dropped from 43 minutes to none Better and assertive monitoration Enhanced customer experience [fiblock] Challenges Automating manual tasks Gaining greater workload visibility Increasing workforce utilization Improving KPIs [cutoff co_thick="2px"] Product Genesys Multicloud CXTM solution Solutions Outbound Omnichannel Desktop Analytics and Reporting Workload Management [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FDatametrica-CS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

De Persgroep Delivering customer service in an efficient and measurable way [orangebar]De Persgroep is a leading publisher in the Netherlands with 167 national, regional and local papers. Delivering millions of newspapers a day results in many customer contact moments for their customer service department. After merging with Wegener in 2015, their customer service department doubled in size and locations, requiring the publishing company to find a platform that was scalable enough to connect all sites into one virtual contact center. De Persgroep chose the Genesys PureConnect™ solution because of the flexibility, scalability and stability that it offers. Agents now are able resolve customer inquiries during the first contact and work more efficiently because of the shorter queue times. PureConnect provided De Persgroep with a seamless customer experience on one open platform, as well as constant innovation to make them future proof. Benefits 85% of customer interactions are automated Increased visibility into agent performance Increased scalability Shorter queue times Increased customer satisfaction [cqblock][fiblock] Challenges Monitoring agent activity Merging of two systems Lack of agent efficiency Platform Genesys PureConnect Solutions Inbound Outbound Digital

Faster 24/7 response with cost-effective chatbot assistance

One global queue for WhatsApp and multichannel support requests

Saved 1.5 days of work per week, plus raised service levels

Overnight switch to remote working

Greater visibility of business-impacting metrics like 100% call answering

Communication 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, Director 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 CX 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 CX 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 CX 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 CX, 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 CX 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 CX 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 CX 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.”

Desjardins Overcomes business challenges to meet evolving customer expectations [orangebar]With headquarters in Montreal, Desjardins is the largest cooperative financial group in Canada. Known as a pioneering leader in online banking solutions, the company has a very diversified range of financial service offerings including wealth management solutions and insurance products, as well as personal and commercial banking services. With increasing customer expectations, Desjardins knew they needed to address several specific business challenges impacting their customer experience and business efficiency. Desjardins turned to the Genesys Multicloud CX™ application to amalgamate their contact centers onto a single vendor, and implemented inbound voice, outbound voice, analytics and the omnichannel desktop. With these solutions in place, Desjardins can now blend inbound calls with back-office work to improve agent efficiency.[fiblock] Challenges Inconsistent customer experience across channels and lines of business Increasing call volumes Disparate contact center solutions from multiple vendors No single view of customer history across digital and voice channels [cutoff co_thick="2px"] Product Genesys Multicloud CX Solutions Inbound Outbound Omnichannel Desktop Analytics and Reporting [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2Faa0abe31-desjardins-ss-en.pdf|title:Read%20the%20customer%20story||"][cqblock]

14-day pilot with a 3-month overall project implementation

Improved system operation efficiency from the start

Real-time reporting at 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 Cloud CXTM 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 CX 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 CX. “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 CX 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 CX.

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 CX,” 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 CX 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 CX, 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 CX 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 CX 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.

Diabetes Victoria Diabetes Victoria boosts contact centre capacity with Genesys in partnership with QPC [orangebar]Diabetes Victoria is a peak consumer body and leading charity representing all people affected by diabetes and those at risk of developing diabetes. The organisation has 40,000 financial members and provides support and services to more than 300,000 people across the state that are affected by diabetes. As the number of people diagnosed with diabetes continues, the organisation has increased pressure to maintain high level of service and improve productivity at the same time. During early 2016, it became clear to senior management that the organisation’s contact centre in Campbellfield, Melbourne, was in need of a capacity boost. This was when QPC stepped in with the Genesys Cloud CX™ solution to improve overall productivity by 25%.[cutoff co_thick="2px"] Benefits Gave agents access to client details via screen pops Improved productivity and customer service level 25% increase in overall productivity within the center [fiblock] Challenges Increase in number of diagnosed cases adds pressure to provide patient support Improve productivity while maintaining consistently high level of service Meet increasing call volumes and improve ease of use for agents [cutoff co_thick="2px"] Product Genesys Cloud CX [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FDiabetes-Australia-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

DNB Integrating AI into the CX Journey [orangebar]DNB is the largest financial services group in Norway, striving to be the best in the world when it comes to the customer service they deliver. With the Genesys Multicloud CXTM solution, they have been able to leverage the power of artificial intelligence (AI). View the video to hear how integrating AI into the customer journey enabled DNB to offer a robust omnichannel experience to their customers while also reducing call volume by 30%. Read the case study to learn how DNB uses Genesys Workforce Management (WFM) tools to help forecast demand and schedule agents’ time. These WFM tools are fully integrated with the routing and other contact center systems. As a result, DNB generates extremely accurate forecasts of demand.[cutoff co_thick="2px"] Benefits 30% reduction in call volume with the use of AI Seamless customer service across all channels Accurate forecasting and scheduling reduces costs Agent expertise increases first contact resolution Industry-leading customer satisfaction scores [fiblock] Challenges Deliver seamless customer service across all channels Accurately forecast demand across 200 different skills and competencies Schedule agents to meet demand with maximum efficiency Ensure ‘fair’ scheduling across hundreds of agents [cutoff co_thick="2px"] Product Genesys Multicloud CX Solutions Chatbot Genesys Workforce Management Contact Center Modernization [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2Fdnb-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Dubai Municipality Municipality leverages all-in-one customer experience platform for ongoing contact center innovation [orangebar]Dubai Municipality serves a diverse population and is a major driving force behind the city’s development. To run effectively these vital public services needed a dependable contact center platform that could be easily adapted to deliver a personalized customer experience. The Genesys PureConnect™ solution offered native Arabic support that helped raise the quality of service through the introduction of new channels and useful features. Citizens have greater choice and benefit from telephone, webchat, and mobile-based services. Agents work more efficiently. Empowered with rich data and fresh insights, Dubai Municipality can also fine-tune experience, streamline processes, and increase customer satisfaction.[cutoff co_thick="2px"] Benefits Enabled telephonic, web chat and mobile application based customer support Solution provides Native Arabic support and a high degree of customization Powerful monitoring and reporting capabilities optimized contact center and agent productivity [fiblock] Challenges Build a future-proof multi-tier contact center that can scale and support multiple locations Provide easy integration with CRM for a personalized customer experience Omnichannel solution to support customers’ engagement preferences [cutoff co_thick="2px"] Product Genesys PureConnect Solutions Inbound Chat Mobile [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FDubai-Municipality-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Dutch Lottery Applying a functional, flexible platform to increase customer satisfaction [orangebar]Dutch Lottery is the leading provider of games of chance in the Netherlands. Receiving half a million calls per year, the company needed a solution that was scalable with a fast deployment. The Genesys Cloud CXTM platform was the answer for the thriving company. With the quick Genesys Cloud CX deployment cycle, Dutch Lottery was up and running with the platform in just one month. Utilizing Genesys solutions, including workforce management, enabled Dutch Lottery to better understand the company’s data to help make better decisions. Since implementing the Genesys Cloud CX solution over a year ago, Dutch Lottery noticed increased satisfaction for both their employees and their customers. “I can’t imagine working without Genesys Cloud CX anymore,” said Suraj Kalpoe, Customer Service Representative at Dutch Lottery. “It tells you a lot about your performance — what you’re doing, as well as how you rate in your work.” Benefits Improved agent efficiency Increased scalability Fast deployment of contact center solution [cqblock][fiblock] Challenges Improve overall experience internally and externally Lack of business efficiency Insufficient business intelligence data Product Genesys Cloud CX Solutions Workforce Optimization System Integrations

DWP Contact center transformation puts focus on citizens [orangebar]Exceptional customer care is making a real difference to citizens whose well-being depends on quickly reaching the Department for Work and Pensions (DWP). Powered by the Genesys Multicloud CXTM solution, the DWP state-of-the-art contact center provides 130 sites with fast access to integrated communications and management tools. All incoming contacts are collected in one queue and routed to the best-placed available expert. With a single, real-time view across all channels — voice, email, webchat and social media — agents multitask and work more efficiently. Customers have more ways to get in touch, while the DWP benefits from improved planning and understanding of agent workloads. Introducing new digital channels has also resulted in a large drop in calls. Such efficiencies, combined with cost reductions, are set to deliver eight-figure savings over a five-year period.[cutoff co_thick="2px"] Benefits Reduced call volume and duration Lowered costs Improved customer experience Increased agent productivity and satisfaction [fiblock] Challenges Give customers more options for using digital channels Make service faster and more cost effective [cutoff co_thick="2px"] Product Genesys Multicloud CX Solutions Self-Service Inbound Outbound Email Chat Social Omnichannel Desktop Workforce Optimization [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FDWP-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

eco24 Positioned for growth and innovation with cloud [orangebar]Clients of private 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 CX™ platform gave eco24 exactly what it required. Because eco24 supports individuals in emergency situations, some desperate, and always involving serious obstacles, it must be a competent, 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. We didn't want to change the provider again after 18 months because new functions could not be incorporated," said Fadda. “We chose Genesys Cloud CX because its fully cloud-based model appeared to be very promising for the future," continued Fadda. The company is now using the Genesys Cloud CX platform in all departments — from service to sales. More than 50 users are equipped with it, 15 of whom are service employees. Benefits Bundling all communication into a single solution Three-month implementation phase Easy integration with Salesforce Lower costs for telephony Improved scalability with cloud Ability to integrate new capabilities quickly [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FSS-Eco-24-EN.pdf|title:Read%20the%20customer%20story||"] Challenges Lack of compatibility with Salesforce No resilient reporting and lack of flexibility Expensive telephony Product Genesys Cloud CX Solutions Inbound IVR Email Integrations

100% increase in sales

50% increase in contact rate

30% increase in NPS

100% remote working due to COVID-19

Edenred 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 CX 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 CX 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 CX 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 CX 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 CX, 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.

EMS, Inc. EMS, Inc. harnesses the cloud to meet diverse client needs [orangebar]EMS, Inc., is a full-service contact center that provides outsourced customer support. Founded in 1998, they provide multichannel customer care solutions and guarantee timely and personalized service. Though they are a single outsourced contact center, they operate as 12 distinct centers — all with vastly unique configurations. In total, they manage more than 500 phone numbers, and have about 400 inbound call profiles with more than 400 workgroups. As an outsourced contact center, EMS meets a diverse set of client needs. To provide these varied services, EMS deployed a hosted contact center solution, which eventually couldn’t keep up with the company’s needs. With their previous solution, the limited customization, control and visibility compromised customer service. Eventually, EMS sought a new contact center solution that was nimbler and gave them more control, and they chose the Genesys PureConnect™ solution to meet their needs. Now, the company has all the tools they need at their fingertips.[cutoff co_thick="2px"] Benefits Saved hundreds of thousands of dollars annually on IT resources Ease of use wins new business 10% increase in agent efficiency 2.5% reduction in call abandon rates 50% reduction in agent turnover [fiblock] Challenges Lack of control hinders customer responsiveness Limited customization restricts business and efficiency Lack of innovative features threaten to diminish customer experience [cutoff co_thick="2px"] Product Genesys PureConnect Solutions Self-Service Digital Workforce Optimization Integrations [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FEMS-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Endesa Improves customer communications [orangebar] The utility Endesa needs to keep its channels of communication open to be able to respond to emergency situations such as blackouts. But with 12 million customers across the Iberian peninsula, it also needs to be able to handle a large number of more mundane inquiries. Traditionally the company has relied on the phone for 90 percent of inbound customer interactions, making its call center a critical part of the business. And there, Genesys has helped Endesa integrate offshore assets cost effectively to better handle peaks in demand. Genesys has also helped improve customer satisfaction by making it cheaper and easier to monitor calls and pick up on areas where training and other forms of agent support may be needed, lending more power to the electricity provider’s communications.[cutoff co_thick="2px"] Benefits Integrated a 200-agent call offshore call center to handle call peaks Took three million extra calls a year without increasing agents Reduced cost of speech analytics [fiblock] Challenges Manage increasing call volumes Improve call handling capacity Enhance customer service [cutoff co_thick="2px"] Solutions Genesys Customer Experience platform Outbound Workforce Optimization Self-Service [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FEndesa-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Enel Raising the bar on contact center performance [orangebar]Italy’s largest power company, Enel, manages around 50 million calls a year, along with customer interactions via digital and social media platforms. The utilities regulator benchmarks contact centers every six months and since 2010 Enel has always ranked top for performance. Key to this success is a service-to-sale strategy that relies on Genesys technology. It enables Enel to match customer profiles to agents with the most appropriate skills. Around a fifth of calls are now handled automatically. Supervisors constantly monitor internal processes and workflows to prevent bottlenecks and service level degradation. Customer satisfaction has rocketed from 5.7 to 8.5 out of 10, helping Enel drive growth in the energy-efficient services market. Improvements to core processes, such as metering, mean more accurate invoicing and fewer unpaid bills, reducing the need for credit collection and increasing profitability.[cutoff co_thick="2px"] Benefits 49% increase in customer satisfaction New revenue stream with 500,000-plus contracts Awarded best and most efficient contact center nine times in a row [fiblock] Challenges Improve service quality, efficiency, and performance Increase sales and competitiveness [cutoff co_thick="2px"] Solutions Self-Service Routing Inbound Outbound Digital Analytics [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FEnel-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

5% uplift in revenue

10% rise in customer satisfaction

25% savings in costs

Faster response to customer inquiries

Reduced agent workloads

Significant reduction in abandonment rates, call transfers and callbacks

3

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 Multicloud CX 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.”

ER-Telecom Innovating to drastically improve agent performance and drive customer satisfaction [orangebar]As one of Russia’s leading national telecom services providers, ER-Telecom operates in 566 cities and offers a comprehensive package of voice and data services, including landline telephony, broadband internet and cable TV offerings. Presently, the company controls about 13% of the cable TV market and 12% of the broadband internet access market in Russia. Customer migration — from voice to digital communication channels — is an obvious trend. To keep in line with customer expectations, ER-Telecom embraced an omnichannel customer experience strategy. The main goal was to meet the rising demand for an omnichannel experience and reduce the expenses of running customer service on digital channels. “We aim to provide our customers with a compelling customer experience leading to complete problem resolution, on any channel,” said Evgeny Chugaev, Head of B2B Product Development at ER-Telecom. “That’s why we planned to build an omnichannel ecosystem that would be able to empower our agents, boost their performance, automate critical business processes and let us introduce even more automation in the future." Benefits 85% increase in the number of customer requests an agent can handle simultaneously — up to four requests per agent 400% rise in use of digital channels 20% decrease in customer request resolution costs 100% rise in requests handled by agents per shift [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2Fdf299a85-er_telecom-ss-en-v2.pdf|title:Read%20the%20customer%20story||"][fiblock] Challenges Poor quality of customer experience in digital channels Lack of digital channels to create seamless customer experience High costs of customer request resolution in digital channels Poor overall performance of the digital contact center Platform Genesys Multicloud CXTM solution Solutions Chat Email Messaging Omnichannel Desktop Analytics and Reporting Integrations Social Media

25% increase in service levels

60% faster call response

17% fewer abandoned calls

49% increase in website sales conversions

72% reduction in website dwell time

Effective pandemic response 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 CX 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% increase

in employee productivity

Enhanced visibility

of staffing bottlenecks

10% cost savings

on IVR systems and call transfers

2x call and 3x email traffic surges absorbed

by remote agents

Performed market-by-market migration

in some cases over a weekend

Reduced training and on-boarding times

for new hires

Facing technology barriers

Etraveli Group is a worldwide online travel agency and leading global provider of flight technology. It operates in 80 countries — serving customers in 35 languages. With around 1,000 employees and 500 outsourced agents, the Swedish company prides itself on being the fastest, most precise way to plan a trip regardless of distance or complexity.

Following years of sustained growth, Etraveli urgently needed to consolidate an array of standalone on-premises contact center technologies. It had been using a patchwork of Mitel and Avaya systems throughout its global operations, but wanted to enhance its customer experience and improve efficiency with new features and functionality. It determined that a cloud-based solution would meet those needs.

“Technology had become a barrier to improving customer experience and efficiency,” said Mikael Örtelind, CTO at Etraveli Group. “We could not integrate our flight systems and had multiple IVR services. There was no clear omnichannel roadmap and without workforce management 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.”

Handling off-the-scale traffic spikes

After considering its options, Etraveli decided to standardize on Genesys Cloud CX. “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 CX enables 900 agents to efficiently serve the travel needs of customers through inbound, outbound and email communications — all managed from one desktop application.

While rolling out the new solution, Etraveli felt the full force of the COVID-19 pandemic. “During the crisis, most people were forced to work from home,” said Örtelind. “We got great support from Genesys and our partner, GlobalConnect, and switched over to Genesys Cloud CX market by market — in some cases over a weekend. We normally sell 20,000 tickets a day. Although sales fell, our agents were amazing throughout and dealt with twice as many calls and three times more email as customers sought refunds or to amend travel plans.”

Speeding up innovation

Etraveli has largely automated basic customer inquiries through self-service menus that extend to more requests and languages. “We can now prioritize customers based on their travel date and use text analysis to rank email conversations,” said Örtelind. “Payments will be automated shortly via IVR as well.”

Tapping into Genesys AppFoundry^® Marketplace, Etraveli integrated its IVR system with Shelf knowledge automation, reducing training and onboarding times for new hires. Automation has also reduced the time and effort needed for frequent back-office tasks like reporting and scheduling.

“Even though we hired specialists to manually gather data and prepare resource plans, our outsourced operations were a blind spot,” added Örtelind. “Now, with Genesys Workforce Engagement Management, all customer service sites and channels are on the same system. So, it’s much easier to spot bottlenecks and move people around or swap outsourcers.”

Staying competitive

Etraveli has come through one of the most difficult periods the travel industry has known — and it’s strongly positioned for success. As the market evolves, Örtelind believes customers will be less price-conscious as they look to online agencies to enhance their travel experiences.

“We’ve improved customer experience. Our employees are 15% more productive and we’ve made a 10% savings on IVR systems and call transfers,” concluded Örtelind. “Next, we intend to add chatbots for frequently asked questions and introduce Shelf Agent Assist to detect customer intent and surface relevant information faster to agents.”

Falabella Provides an innovative multichannel customer experience [orangebar]Falabella is one of the largest retail companies in Latin America with several lines of business: department stores, home improvement, CMR credit card, retail banking, travel and insurance. As business grew, Falabella needed to add capabilities to its contact centers in Chile, Argentina, Peru and Colombia. It was looking for a world-class solution that would support continued growth while enabling new communications channels and high service availability, reducing operating costs, and ensuring a consistent customer experience. The company implemented a Genesys Contact Center Modernization solution across 3,000 agents and 1,800 positions in the four countries.  After migrating the traditional voice channel, Falabella integrated the additional channels its customers desired into a single multichannel, multi-site platform which supports 99.99% availability. Today, Falabella enjoys better operational performance, while delivering a value-added multichannel customer experience that sets them apart from the competition.[cutoff co_thick="2px"] Benefits Reduced cost and administrative overhead with simplified contact center infrastructure without PBXes Simplified the handling of peak demands with a single, flexible virtual pool of resources across the company Improved operational performance and channel availability Differentiated itself from competitors with a consistent, value-added customer experience [fiblock] Challenges Add new capabilities to contact center infrastructure in four countries Communicate with customers through their channels of choice Ensure a consistent customer experience across all channels [cutoff co_thick="2px"] Product Genesys Multicloud CX [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FFalabella-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

90% self-service

of more than 1.5 million queries

4.5/5

customer satisfaction score

Real-time data

provides key customer insights

Fannie Mae is a leading source of mortgage financing for lenders in the US, providing access to affordable mortgage financing in all markets and in all economic cycles. To meet its mission of creating more affordable housing opportunities for buyers and renters across the nation, Fannie Mae has invested in innovative technologies and procedures to optimize the customer and lender experiences.

Challenge

As Fannie Mae sets the industry standard for the selling and servicing of mortgages, it is critical that the rules and regulations are easy to understand. However, these vast, numerous and sometimes complicated regulations are updated on a monthly basis.

“We heard from our customers that it was really difficult for them to find the answers they needed in order to do business with us,” said Bill Cleary, Vice President, Policy, Fannie Mae. “Our business guidelines are complex, updated frequently and can be up to 2,500 pages long. We knew we had to make it easier for our customers to get the answers they needed.”

The digital transformation process for Fannie Mae to provide greater agility to its service operation meant that it needed to review new technologies, including artificial intelligence (AI). The team wanted to work in the digital space to meet the needs of customers in applications they are working with every day. To do this, Fannie Mae needed a way to deliver information 24/7 in a simple, straightforward and understandable format.

Solution

Fannie Mae opted to design and implement an interactive experience powered by natural language processing (NLP) using the Genesys DX™ digital engagement solution.

Ask Poli and Pocket Poli are the innovative, interactive guide, search and navigation interfaces that allow servicers to ask questions, in their own words, about the more than 2,500 pages of policies and requirements to deliver loans. As a result, lenders and borrowers can understand, in plain language, what Fannie Mae requires, and it also captures the latest updates related to these rules.

“What made Genesys DX rise to the top was that they offer the full package of being easy to use, easy to maintain and easy to implement,” said Cleary. “And on top of that, Genesys DX brought to the table a breadth and depth of industry experience from across their client base. However, more than any other company, the Genesys DX team took the time to understand our problem.”

Genesys data processing and pattern-matching abilities help Fannie Mae to understand how customers search for information. It provides the team with key insight into the types of questions asked and the number of questions on a specific topic. It also allows the team to see, in real time, how the customer is posing their question so they can best match information to the requests.

Results

Since the launch of Ask Poli, the platform has received more than 1.5 million queries, with over 90% of questions handled through self-service.

“Genesys DX has played an integral role in the success of Ask Poli,” said Christine Kilmer, Ask Poli Product Manager at Fannie Mae. “It allows us to provide a great customer service experience and achieve a much higher customer satisfaction score. Working with Genesys DX to develop Ask Poli has helped us demonstrate to our customers how Fannie Mae is keeping up with technology advances to provide them with an enhanced level of service.”

“We’ve heard from customers who have been in the mortgage industry for years that this is the best tool they have ever used,” added Cleary.

FE CREDIT Delivering highly efficient omnichannel customer experiences [orangebar]FE CREDIT is a leading Southeast Asian unsecured consumer lender with 53% market share in Vietnam. It has developed a 9,000-strong partner ecosystem with 13,000 points of sales (POS) 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 solution and is keen to digitize its legacy platform to personalize customer communication, increase response times, enhance convenience across customer touch points, and improve security. 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 to access the system, resulting in considerable time wastage. An agent could not open and work on various applications simultaneously while unmanaged wait times increased the probability of dropped calls. Troubleshooting was also arduous, often involving taking down the entire system. Benefits 85-90% increase in service levels 85-89% increase in CSAT 30% increase in connection rates 100% reduction in ringing and waiting times for outbound calls [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FFE-Credit-final-version.pdf|title:Read%20the%20customer%20story||"][fiblock] Challenges Innovate and digitize legacy contact center platform Increase agent productivity Improve customer experience Solutions Customer self-service Inbound Workforce optimization Business automation Digital customer experience System integration Product: Genesys Multicloud CX solution

Feros Care Enabling bolder living through the cloud [orangebar]Feros Care is an Australian not-for-profit primarily providing in-home care services. With over 25 years of experience, the organization enables seniors, people living with disability and veterans to lead bolder lives through a wide-range of care services. With the unique Feros Care clientele — a mix of seniors and their adult children engaging on behalf of their parents — it was crucial to support customers of all technical abilities. In addition, Australian government reform enhanced consumer choice for senior services, making the industry more competitive. To better serve and retain existing clients and attract new ones, Feros Care needed to focus on providing a positive customer experience to set themselves apart from other providers. Through the Genesys Cloud CXTM platform, Feros Care was able to transform its customer experience to achieve shorter wait times and lower call abandonment rates. Benefits Decreased call abandonment rate to 2-5% Reduced call wait times Less time and effort spent on training Greater visibility of agent performance Ability to quickly add agents, sites and digital channels [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FSS-Feros-Care-EN.pdf|title:Read%20the%20customer%20story||"][fiblock] Challenges Lack of proper reporting Insufficient workforce management tools High call wait time and call abandonment rate Respond to government reform and growing competition Product Genesys Cloud CX Solutions Inbound Outbound Analytics and Reporting Automated Routing Call Recording Workforce Management Digital

2 days for go-live

100% of staff transferred to home working

98.3% customer satisfaction

Lowest abesenteeism among peers

10% increase in sales conversion rates

Up to 90% time saving per client report

Staying 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 CX platform and were up and running within two days. “Genesys Cloud CX 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 CX 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 150 home-based advisors within 48 hours

63% fewer abandoned calls

30-second reduction in call handle time

Saved £305,000 in costs

Halved the amount of time needed for quality audits

Fourfold reduction in employee attrition rates

A 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 Foehn helped scout the market and benchmark suppliers against the company’s 15 key requirements. “Along with extensive reporting and analysis, Genesys Cloud CX 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 CX 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 CX.

Superior advisor and member experience

FirstCare advisors and nurses quickly understood Genesys Cloud CX 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 CX 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.”

Fonterra Personalization, innovation and agility with cloud technology [orangebar]Fonterra produces 30% of globally traded dairy products yet runs a lean contact center operation — around 70 seats across four separate contact centers. The biggest center, known as Farm Source, supports the co-operative’s nearly 10,000 New Zealand farms. For many years, Fonterra 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 CX™ platform, using implementation partner Pyrios. Now, with the Genesys Cloud CX 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. Benefits 29% decrease in the number of inbound calls through the introduction of additional channels 21% reduction in overflow calls to a third-party provider 10% improvement in agent adherence over a four-month period Six full-time employees repurposed into higher-value roles Enabled work-from-home capabilities to ensure business continuity Achieved single view of the customer with Salesforce integration [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FSS-Fonterra-EN.pdf|title:Read%20the%20customer%20story|target:%20_blank|"] Challenges Aging on-premises solution lacked control, real-time insights and workforce planning Long lead times on system updates and changes Establish a scalable contact center platform, including Salesforce integration, to unite contact center operations Empower managers with tools and information Product Genesys Cloud CX Solutions Inbound Chat Co-browse and Screen Share Integrations Workforce Management Partner Pyrios

FORUM All-in-one communications solution replaces disjointed infrastructure [orangebar]With four vendors supplying various components of the FORUM Credit Union hardware-based contact center infrastructure, technology decision makers faced challenges not only in vendor management, but also in updating and customizing contact center features. At the time, FORUM used Avaya for PBX, voicemail and contact center solutions; Mercom for call recording; Maxxar for IVR; and LivePerson for online web chat. Because the leasing contract that FORUM had with Avaya was coming to an end, it seemed like the perfect time to explore the benefits of an all-in-one solution. “Avaya was a very closed system,” said Cameron Piercefield, Vice President of Technology at FORUM Credit Union. For example, when the credit union looked to add outbound dialing, Avaya couldn’t provide a dialer that would work with existing hardware at FORUM. To avoid the cost and complexity of managing solutions from multiple vendors, FORUM sought an all-in-one contact center system from a single vendor that includes IVR, outbound dialing, recording and webchat — and a solution that could be customized in-house.[cutoff co_thick="2px"] Benefits 20% reduction in system maintenance costs Reduced time and money spent on vendor management Unified messaging increased enterprise-wide productivity [fiblock] Challenges Replace multiple vendors with an all-in-one contact center solution to eliminate a dependence on legacy hardware-based systems. [cutoff co_thick="2px"] Product Genesys PureConnect™ platform Solutions Digital Self-Service Inbound Outbound Workforce Optimization Omnichannel Desktop Analytics Collaboration [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FForum-Credit-Union-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Fraser Health Modernizing disparate contact center operations with all-in-one customer engagement platform [orangebar]Fraser Health provides primary healthcare, community home care, mental health and addiction services, as well as acute medical and surgical services. It is one of six publicly funded healthcare regions operating within British Columbia, and is one of Canada’s largest and fastest-growing health authorities. Fraser Health operates 12 hospitals, including Level 1 and 3 Trauma centers, as well as the province’s first state-of-the-art outpatient care and surgery center. Legacy systems and disparate architecture created inefficiencies at The Fraser Health Switchboard contact center — one of three centers operating within the authority. These agents are responsible for transferring a multitude of call types to one of 12 hospitals. The switchboard also takes code calls, which are calls that involve potentially life-threatening incidents. Switchboard relied on Nortel and NEC Systems for PBX and ACD functionality. As these systems reached end-of-life, Fraser Health looked to not only modernize functionality but also consolidate and standardize across their two Switchboard sites. Using the open, all-in-one multichannel customer engagement platform positions Fraser Health for rapid and cost-effective growth, while empowering the healthcare services organization to deliver faster, more accurate services that contribute to life-saving procedures.[cutoff co_thick="2px"] Benefits 25% reduction in call handle times Critical calls answered in seconds Improved agent performance with integrated recording and reporting [fiblock] Challenges End-of-life ACD and multiple siloed systems Manual, paper-based processes hurt productivity and created errors Lack of integrated recording or reporting results [cutoff co_thick="2px"] Product Genesys PureConnect™ solution [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FFraser-Health-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Over half of chat inquiries solved automatically

30% savings on licensing and support costs

80% faster response through email

95% first call resolution

5% rise in agent productivity

Making 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 CX 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 CX solution, Fremtind Service has unified operations across its Oslo and Belgrade service centers. “The Genesys Cloud CX 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 CX 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 CX 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 CX 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.

Gaitame.com Shifting to cloud incites contact center transformation [orangebar] From the dawn of the foreign exchange (FX) market in Japan, Gaitame.com has led the industry with advanced technology and reliable support. With more than 470,000 clients, Gaitame.com provides an environment in which customers can trade with confidence — and the call center is the one important element of its service. “FX trading is basically completed online. However, sometimes there are cases where the account is locked, the FX app does not work well or the transaction cannot be done properly. At that time, the call center is the last fort,” said Yasutaka Nakane, Customer Support Office, Senior Vice President at Gaitame.com. “The call center operates 24 hours a day — from 7 AM on Monday to 7 AM on Saturday — so that customers can trade in FX with peace of mind during trading hours. In addition to these factors, it is important for us to flexibly change services as the number of sudden inquiries increases, and continue to provide new services in line with future customer needs. Replacing the call center’s voice infrastructure required a solution that was both stable and promising.” Gaitame.com decided to shift from its on-premises telephone system with only basic functions to a cloud-based omnichannel contact center solution that has rich functions and can evolve with the company. After evaluating options, Gaitame.com felt the Genesys Cloud CX™ platform offered extra advantages, such as IT compliance and speed of deployment. Benefits Migration completed within 2 months Absorbed 6% increase in calls without increasing staff 10% reduction in handle time 100% first call resolution Ability to innovate [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FGaitame.com-SS-EN.pdf|title:Read%20the%20customer%20story|target:%20_blank|"][fiblock] Challenges Improve market reach and attractiveness Simplify and improve service delivery Replace and integrate older systems with separate phone and IVR Change call flow and IVR menu quickly and easily Product Genesys Cloud CX Solutions Inbound Self-Service Digital Automated Routing Integrations

Group Pierre & Vacances Center Parcs Delighting vacationers with a five-star customer experience Europe’s leader in local tourism, Groupe Pierre & Vacances Center Parcs, owns 213 properties, welcoming more than two million clients annually. Vacationers enjoy a rich variety of short breaks offered through the Adagio, Maeva and Village Nature brands, as well as longer-term holiday facilities like Center Parcs. In the face of fierce competition from accommodation-sharing websites, the company continues to open new properties and destinations throughout Europe — with a fast-growing presence in Asia. As part of a global innovation and digital acceleration project to maintain business leadership, the group wants to ensure that its clients receive the best experience possible — before, during and after their holidays. Located throughout eight contact centers, 250 agents handle about 650,000 calls in six languages, generating €270 million in bookings. And the Genesys Cloud CXTM application assures those experiences and revenues. Benefits More self-service by customers 15-second reduction in call handling time 5% increase in overall quality of service 10-point rise in customer satisfaction scores 5% savings in headcount [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F73ac7e22-groupe-pierre-and-vacances-center-parcs-success-story-en.pdf|title:Read%20the%20customer%20story||"][fiblock] Challenges Optimize customer experience management across eight contact centers Improve collaboration and efficiency Product Genesys Cloud CX Solutions Inbound Integrations Chat Self-Service Digital Sales and Service Automation

Groupama Moving closer to clients [orangebar]With 2,000 sales agencies throughout France, it’s vital Groupama maintains close presence and strong relationships. To streamline customer experience, the insurance company extended call steering capabilities to the agency network and back-office teams using Genesys Smart Link technology. Now, when a customer phones, they speak with their personal advisor who is already familiar with the case. Calls can also be directed to a specialist branch, to a specific geographic area, or to a particular expert—depending on the nature of the inquiry. Groupama advisors focus more on welcoming, listening to, and providing advice to customers. Also, when a website quotation is requested, the Genesys solution generates a telephone reminder.[cutoff co_thick="2px"] Benefits Clients routed to the closest expert associated with their issue every time On track to improve call response rates by 20% Website quotes acted on within 15 minutes [fiblock] Challenges Improve customer experience Make service more efficient and personalized [cutoff co_thick="2px"] Product Genesys Multicloud CXTM application Solutions Digital Inbound Self-Service Outbound Workforce Optimization Analytics [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FGroupama-Case_Study-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Harambee Closing the unemployment gap [orangebar]Harambee keeps the South African job market moving. With a multichannel contact center and expertly run outbound campaigns it connects and matches candidates to jobs in which they’re most likely to succeed. Yet, performance became capped because advisors had to manually dial numbers and there was no insight into why connections were missed. Now, with the Genesys PureConnect™ solution, Harambee has cut capital expenditure and enjoys higher pick-up rates, thanks to new features such as chat, advanced IVR, workforce optimization and outbound dialers. Agents are 45% more productive. They spend nearly twice as much time ensuring that candidates are invited for interviews. Attendance rates at skill assessments, training seminars and other events are up by as much as 50%. In addition, Harambee is strongly positioned to leverage social media and close the employment divide further still.[cutoff co_thick="2px"] Benefits 30X increase in outbound call volumes 32% increase in engagement with job candidates 50% improvement in event attendance 45% rise in workforce productivity [fiblock] Challenges Extend into communities and reach more job candidates Improve contact center insights and productivity [cutoff co_thick="2px"] Product Genesys PureConnect [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FHarambee-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Healthcare Revenue Recovery Group Maximizes agent performance and revenue with speech analytics [orangebar]Healthcare Revenue Recovery Group (HRRG) is a division of TeamHealth, one of the largest suppliers of outsourced professional staffing and administrative services to US hospitals and healthcare providers. HRRG works closely with clients and their patients to find fast, favorable resolutions to payment problems, helping to improve cash flow while preserving positive patient relations. HRRG deployed Speech Analytics within the Genesys Multicloud CXTM solution to maximize revenue recovery by optimizing agent performance and patient experience. HRRG identified their top and bottom performing agents in terms of revenue collected. Then, Speech Analytics identified the skills that differentiated agent performance, revealing that top performers utilized specific techniques much more often than bottom performers. To leverage this information, HRRG implemented some business process adjustments. Training, coaching, and self-learning programs were refocused on the skills that Speech Analytics had identified as critical to success. The skills were not just taught but also practiced in role plays and evaluated with real customer calls during training, coaching and self-learning sessions until the agents became very proficient with them. In the first few months after training, phone payments increased by 33%. This contributed to a dramatic increase in collections revenue which exceeded expectation by 20% or an additional $3,234 per agent per month.[cutoff co_thick="2px"] Benefits Maximum impact skills identified Training, coaching and self-learning refocused on key skills More than 13% improvement of key skill usage prompted 32.5% more phone payments Actual revenue was 20% more on average per month than expected revenue after the training and skills ramp-up period—a 20% improvement that translated to an additional $3,234 in collected revenue per agent per month [fiblock] Challenges Needed a more cost-effective, systematic way to monitor and assess agent performance Unable to identify which agent skills were crucial to these goals or measure skills usage Wanted to increase collections revenue and phone payment rate [cutoff co_thick="2px"] Product Genesys Multicloud CX Solutions Speech Analytics Workforce Optimization [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FHealthcare_Revenue-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

97% client retention rate

Handled 30,000 daily contacts efficiently

Five-day rollout for home working

Increased client satisfaction despite 30% volume increase

Faster access to data and reports

80% reduction in client onboarding time

Experts at solving IT issues

With 11 sites and over 200 customers, HELPLINE is the European user experience leader. At the heart of the business is a team of 2,000 skilled technicians that 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^TM 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. “We deal with around 30,000 daily inquiries with utmost efficiency. 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 CX 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 ultra-fast, easy migration

A few months later, the trial moved to a full rollout when the COVID-19 pandemic put France — and the world — into lockdown. “We signed up for Genesys Cloud CX 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 the company’s 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.

Agile digital innovation

Having transformed BCP agility and resilience, HELPLINE is now focused on using the Genesys Cloud CX platform as a digital accelerator. The first step is to automate service delivery by adding voice and chatbots, along with predictive routing. Other plans include eliminating manual quality and work scheduling tasks with the introduction of Genesys Workforce Management.

“Thanks to Genesys Cloud CX, we’re in a much stronger position to get through the crisis and bounce back with newfound agility,” concluded Lionel. “And, we have faster access to our reports and can onboard customers even faster.”

HengFeng Bank HengFeng Bank delivers omnichannel customer experience with Genesys [orangebar]HengFeng Bank, previously known as Yantai Housing and Savings Bank, was approved by The People’s Bank of China in 2003 to become one of the 12 joint-stock commercial banks in the country. The Bank has 18 branches and 306 sub-branches nationwide. In the last three years, it has achieved a profit of 31.2 billion. HengFeng Bank is ranked 7th among National Commercial Banks in the China Banking Association 2016 Evaluation of Stable Development for Commercial Banks. It’s also ranked 143rd in the British Banker magazine list of the world's top 1,000 banks. The biggest challenge for Hengfeng Bank was their omnichannel services and digital operations. After adopting the Genesys Multicloud CXTM solution, HengFeng Bank saw big improvements in customer and employee satisfaction rates.[cutoff co_thick="2px"] Benefits Customer satisfaction increased by 2% First Contact Resolution increased by 3% Average Talk Time reduced by 12 seconds Increased employee efficiency & satisfaction [fiblock] Challenges Unable to support omnichannel services Flawed system in terms of digital operations [cutoff co_thick="2px"] Product Genesys Multicloud CX [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FHengfeng-Bank-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Home Credit China Manages the growth and consistency of great customer experience [orangebar]Home Credit China (HCC), a leading provider of consumer finance in China. Providing secure and affordable loan services to customers not covered by traditional bank loans, HCC has over 60 million customers and operates over 260,000 point-of-sale locations. With more than 2,200 agents and growing, it was important for HCC to find a solution to streamline the management of their workforce and give employees more control of their own schedules. To meet the needs of a big data-oriented strategy, Home Credit China initiated their Changsha contact center in 2014. With the multichannel application and SIP-based Genesys solutions, the company’s professional agents could offer daily 24-hour nonstop service, to deliver better customer service. Partnering with Genesys since 2007, Home Credit has evolved from a single call center into a scalable and fully-virtualized, three-site contact center that takes advantage of the flexibility and integration capability offered by the Genesys Multicloud CXTM solution.[fiblock] Product Genesys Multicloud CX Solutions Digital Self-Service Omnichannel Desktop Workforce Management [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FHome-Credit-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Homecare Medical New Zealand Connecting Kiwis with seamless care when they need it [orangebar]Homecare Medical New Zealand is a social enterprise that runs digital telehealth services — offering more than 20 free health, mental health and addictions support lines across digital channels. Driven by an ambition to virtually support Kiwis to stay well, the organization connects the public seamlessly with care when they need it. The professional workforce of over 1,200 is spread across nine contact centers, with 400 of those working remotely. Consisting of medical professionals across a wide spectrum of health specialties, the Homecare Medical team responds to around 3,000 New Zealanders a day, across multiple channels. Homecare Medical was able to quickly implement the cloud-based Genesys PureConnect™, enabling it to accommodate remote workers and scale for large volume spikes in its contact center. The organization is at the forefront of the New Zealand government’s emergency response to COVID-19. At the start of the pandemic, both inbound and outbound call rates soared virtually overnight by 1,000%. Homecare Medical was able to effectively scale to meet public demand. Benefits Quick implementation delivered on budget Scalability to accommodate service spikes of 1,000% Seamless virtual contact center with over 40% of the workforce working remotely [cqblock][fiblock] Challenges Transform the employee experience Deliver omnichannel experience for clients Replace a stagnant 9-5 service on a legacy siloed platform Minimize IT complexity and cost Product Genesys PureConnect

Housing Direct Swaps IT complexity for autonomous customer experience innovation 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 complex contact center technology made it difficult to deliver 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. Everything changed with the implementation of the Genesys Cloud CXTM 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 CX could do, we stopped looking.” Benefits Reduced IT faults annually from 1,200 to three Improved productivity and collaboration Reduced training time for agents, from four weeks to days Ability to innovate and improve services [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FHousing-Direct-SS-EN_.pdf|title:Read%20the%20customer%20story"][fiblock] Challenges Gain control and reduce IT complexity Transform service with omnichannel customer experience Product Genesys Cloud CX Solutions Digital Inbound Integrations Partner Datacom

ICICI Bank Transforms their customer experience with Genesys [orangebar]ICICI Bank is India’s largest private-sector bank. This well-respected financial institution has a network of 4,050 branches and 12,475 ATMs across the country. Until now, the bank’s contact centers operated in silos according to the specific channel they managed, which resulted in inconsistent customer experiences and increased service costs. Facing stiff competition from the large, nationalized banks in India, it was critical for ICICI Bank to boost their competitive advantage by enhancing their business processes and the overall customer experience. Genesys helped ICICI Bank replace their old system with the comprehensive Genesys Multicloud CXTM solution to offer a single routing and reporting system and provide a universal view for managing interactions across multiple channels. This scalable application now orchestrates customer information gathered from all channels in an omnichannel agent desktop, providing agents with a full picture of each customer’s previous interactions with the bank.[cutoff co_thick="2px"] Benefits Holistic and transparent view of customer interactions 10% increase in customer satisfaction, from 65% to 75% 15% improvement in agent productivity Simplified operational processes and optimized workflow Reduced TCO [fiblock] Challenges Siloed customer interaction channels Increased competition Limited efficiencies and business processes within the contact center [cutoff co_thick="2px"] Product Genesys Multicloud CX Solutions Omnichannel Agent Desktop Outbound Inbound Self-Service Digital [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FICICI_Bank_Case_Study.pdf|title:Read%20the%20customer%20story||"][cqblock]

Ignite Travel Group Taking customer experience to the cloud and mobilizing for international expansion [orangebar]Australia’s fastest-growing retail travel business, Ignite Travel Group, presents corporate clients, retail customers and tourism partners with hand-picked holiday packages that always deliver unprecedented value for their customers. The fully-fledged online business continues to expand, both organically and through its partnership with Flight Centre Travel Group, to create new distribution networks, supplier channels and revenue streams. Pivotal to its success is a contact center based on the Gold Coast with 110 sales and customer service specialists. To deliver the next stage of growth, the Ignite Travel Group wanted to target new markets with a more nimble, lower-cost business model. As a long time Genesys on-premises customer, Ignite Travel wanted to continue the success they had experienced but were attracted to the benefits of the cloud-based Genesys Cloud CXTM solution. “Although our on-premises contact center solution had given us what we needed at the time, our requirements changed. We needed more space and wanted to be able to expand internationally without adding hardware or having agents tied to one location,” said Conrad Dickson General Manager – ICT at Ignite Travel Group. Benefits Can open in-country contact centers without major investment 87% faster training and onboarding — from two days to two hours Improved forecasting and scheduling 30% savings on licenses Better use of IT resources for innovation [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2Fca32e0e8-ignite-travel-ss-en.pdf|title:Read%20the%20customer%20story||"] Challenges Build cloud platform for rapid growth Offset investment with cost and time savings Product Genesys Cloud CX Solutions Inbound Outbound Workforce Engagement Management Open Platform

iiNet Listens to the true voice of the customer [orangebar]See how Genesys helped iiNet deliver a "follow-the-sun" contact center model, with expanded coverage across three sites and time zones, and improve NPS results by 20%–truly listening to the customer.[fiblock] Product Genesys Multicloud CXTM solution Solutions Workforce Forecasting and Scheduling [cqblock]

100% increase in the level of contact

60% of contacts reached through three interactions

Reduced operating costs

100% relocation of contact center

Improved ability to scale to meet changes in demand

Since 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 CX 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 CX, 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 CX 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 CX, 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 CX 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.

Inland Revenue New Zealand Simplifies customer interactions with the Genesys Multicloud CX solution [orangebar]Inland Revenue plays a critical role in improving the economic and social well-being of New Zealanders. They collect and disburse social support program payments and provide the government with policy advice. Inland Revenue is currently undergoing a business transformation, which will simplify interactions with customers. Using the Genesys Multicloud CXTM solution, they are putting customer experience at the center of these improvements.[fiblock] Product Genesys Multicloud CX [cqblock]

Zero downtime despite failure of other IT systems

Up to 97% reduction in abandoned call rates

Increased productivity for clinicians

Better targeting for funding and awareness campaigns

Greater agility and scope for working from home

Downtime isn’t an option

With 900-plus staff across 45 locations, Integral Care helps people build health and wellbeing, so everyone has the foundation to reach their full potential. In addition to supporting adults and children living with mental illness, the agency provides a 24-hour Crisis Helpline that’s often the first point of contact for people needing immediate emotional support. It’s complemented by other key services, such as ongoing counseling to improve mental health, drug and alcohol treatment for recovery, and housing to regain health and independence.

However, technology issues degraded service levels. “Our legacy on-premises contact center system was unreliable, hard to scale, and expensive to maintain and add features,” said Sunila Levi, CIO at Integral Health. “On average, we used to suffer two or three outages a month — each lasting 15 minutes to 5 hours, and additional hours/weeks on identifying root cause analysis (RCA) of these outages. During that time, we’d be unable to answer critical calls, which was totally unacceptable.”

No more missed calls

After examining a host of leading contact center suppliers, Integral Care chose the Genesys Cloud CX platform. “Moving to a cloud model with triple active redundancy was a big attraction,” said Levi. “Now, we are not dealing with a shaky contact center infrastructure interrupting our calls. We have Genesys, and they manage everything, including our phone lines.”

 

Tested and deployed within a month, the Genesys Cloud CX solution has a specifically designed IVR menu for fast self-service and efficient call and email handling for up to 50 concurrent users. Chat will be added soon, too.

Timing of the migration was crucial as feelings of isolation, stress and job threats multiplied. “When COVID-19 struck, we set up a special hotline but were still forced to socially distance in the office,” said Teresa Williams, Director of Clinical Programs at Integral Care. “We’re grateful Genesys was able to prioritize and move us over so quickly. They jumped on issues like number-porting and we felt well-supported throughout.”

Custom-built for the job

Genesys Cloud CX open APIs reduce effort for the Integral Care IT staff. Contact center functionality has been integrated with the agency’s Netsmart myAvatar electronic health system, improving workflow management and clinical support decision-making. And integration with Microsoft Teams makes it easier for case managers to conduct telehealth video calls with clients and collaborate effectively with other agencies.

In addition, call workflows have been customized to automatically connect non-native-speaking clients with translators. And not only does Integral Care handle calls coming through its own helpline, it also receives traffic from calls to the National Suicide Prevention lines originating in 60 Texas counties. The Genesys Cloud CX platform intercepts and routes calls containing neighboring area codes automatically, making best use of local knowledge and resources.

Simple management and proven resilience

Previously, system crashes often meant there were up to 91 abandoned calls a month. When this happened, agents had to physically go into the system to retrieve numbers and call clients back. In the first month of using Genesys Cloud CX, there were only two abandoned calls — a 97% improvement.

“We used to spend every Friday planning for the worst,” said Williams. “Now, we just want to have a big party. Since moving, we’ve had three instances of internet and Active Directory server outages. But Genesys Cloud CX just kept on going, enabling agents to continue to take helpline calls.”

IT management also is much simpler, now requiring one internal engineer as opposed to the dozen or so external support staff needed before. “It’s been a wonderful journey so far,” added Levi. “The amount of time Genesys took to make sure everything was set up correctly has really paid off. For each of those three incidents, we would have had hours of downtime and interminable meetings to fix the problem.”

Access to facts makes a difference

Genesys reporting tools offer the newfound ability to drill down and visualize the effects of small changes. Agents can also search for keywords. “We used to ask agents to fill in tally sheets,” said Williams. “Now, we can quickly identify how many times people say words like COVID, homeless or abuse. So, it’s easier to apply for funding or accelerate awareness in a specific area backed up by hard facts.”

Integral Care has a better foundation for growth, drawing on the elasticity of its cloud architecture to rapidly add seats and capacity to extend services, for example. In 2019, it provided 595,918 service instances to 29,733 people across all of their programs for mental health, substance use disorder and intellectual and developmental disabilities. This included over 69,000 calls to the 24/7 Crisis Helpline — up 13% over the previous year.

With COVID-related calls, the agency has seen those volumes rise by 12% so far this year. During this time, monthly appointment bookings for individuals in Austin-Travis County have risen from around 7,000 to more than 10,000.

Continuous 24-hour service

with assured response

Client experience enhanced

with chatbot

Managed from one desktop

all calls, emails, chats and WhatsApp conversations

Significant productivity savings

especially on outbound campaigns

Infrastructure management eliminated

IT resources released from managing infrastructure

Reduced from four to one

service 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 CX platform. “The contact center as a service offer was very attractive,” added Santos. “We replaced four service provider relationships with one. Genesys Cloud CX 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 CX 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 CX data with Tableau analytics, creating a 360-degree view of client journeys and behavior.

“Genesys Cloud CX provides the stability and opportunities we lacked before to surpass client expectations and deliver the best possible service,” concluded Santos.

Itaú Unibanco Reinvents how customers bank with best-in-class customer experience solutions [orangebar]Itaú Unibanco is the largest private financial conglomerate in the Southern Hemisphere and is among the largest banks in the world. Itaú offers a wide range of banking products and services to a diverse base of individuals and legal entities. Its product portfolio includes, among others, credit and several investment, insurance, foreign exchange, and brokerage options. Itaú wanted to reinvent how customers do banking, and wanted to be present in every channel the customers might choose. By partnering with Genesys, Itaú was able to achieve first contact resolution in excess of 95%, high customer retention rates, and agent satisfaction ratings of over 85%.[cutoff co_thick="2px"] Benefits Centralized customer service operations Increased efficiency and productivity Reduced infrastructure and optimized platform availability [fiblock] Challenges Integrate customer service operations into one platform Simplify operations management Increase productivity and customer satisfaction [cutoff co_thick="2px"] Product Genesys Multicloud CXTM application Solutions Digital Automated Routing Omnichannel Desktop Inbound [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FItau%CC%81-Unibanco-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

JPIMedia Bringing cloud innovation to advertising [orangebar]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 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 CX™ 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.” Benefits Improved process efficiency and effectiveness Better agility and disaster recovery Faster onboarding of new recruits Increased control and freedom for IT to innovate [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FJPIMedia-SS-EN-2.pdf|title:Read%20the%20customer%20story||"] Challenges Boost sales and marketing campaigns Improve business insight and productivity Product Genesys Cloud CX solution Solutions Inbound Outbound Integrations Partner Foehn

K-Electric Making a contact center transformation Shine [orangebar]K-Electric is making power safer and more affordable for Pakistan’s rising population. It runs one of the the country’s largest contact centers. When demand peaks during bad weather, care teams have to resolve issues straightway. Trying to do this across multiple customer touchpoints using limited, siloed, and inflexible systems was tough. Customer experience has been transformed by implementing the Genesys Multicloud CXTM solution. With one omnichannel desktop agents respond faster. Service is also more satisfying now that customers don’t have to listen to repeated messages. Call-handling capacity has doubled, while outbound campaigns achieve better results and require less effort. Unique services link calls with Net Promoter Score and automatically update databases. Innovating digital channels has made it easier for customers to report safety hazards and to stay updated on energy best practices. 87% of contacts answered within 20 seconds 13% reduction in average handling time 21% increase in first call resolution [fiblock] Challenges Make optimum use of consumer care teams Track and periodically improve customer satisfaction [cutoff co_thick="2px"] Product Genesys Multicloud CX Solutions Digital Omnichannel Desktop Self-Service Outbound [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FK-Electric-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Kiwi.com Keeping the travel industry on the move [orangebar]Kiwi.com is a disruptive start-up that was founded in 2012 by Oliver Dlouhý and Jozef Képesi. Powered by a proprietary algorithm, Kiwi.com has created the planet’s largest local flights database, allowing customers to choose from 750 million flight combinations. Kiwi.com is now one of the world’s fastest-expanding online travel platforms—with more than 2,100 staff and 8,400 daily bookings. Behind the scenes, however, that meteoric business growth placed increasing demands on the company’s contact center in Brno, in the Czech Republic. With legacy on-premises infrastructure stretched to the limit, it was hard to add agents and features. Tracking basic metrics, such as average handle times and agent productivity, wasn’t possible. Downtime also became more frequent. After a rigorous evaluation process, Kiwi.com chose the Genesys Cloud CXTM platform, designed and installed by local contact center specialist Foehn. “Moving to a cloud-based solution offered obvious benefits, such as better scalability, mobility and resilience,” explained Kamil Jagodziński. “Plus, it was commercially attractive because we escaped paying equipment maintenance.” Benefits Doubled sales year over year without increasing costs and headcount Significant gains in case management, handle time and first call resolution Ability to adapt resources and service to events as they change Increased efficiency through agent multitasking Improved visibility and access to metrics [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2Fbe2de5af-kiwi-ss-en.pdf|title:Read%20the%20customer%20story||"][fiblock] Challenges Contact center couldn’t keep up with growth Poor visibility and tracking of metrics Frequent downtime Product Genesys Cloud CX Solutions Inbound Digital Self-Service Business Automation Systems Integrations Partner Foehn

L’olivier Cloud clears way for innovation [orangebar]For French vehicle insurer, L’olivier – assurance auto the contact center is a vital business driver for everything from outbound sales to claims handling and specialist vehicle coverage. However, a hard-to-scale IT infrastructure diminished customer experience and prevented the team from maximizing learning and plans for effective contact handling. Moving to the Genesys Cloud CXTM platform provided advanced routing, real-time reporting and a path to unify email, chat and social interactions — all for a per-user monthly price. Agents now feel empowered and work efficiently, switching effortlessly between inbound and outbound tasks. Managers have real-time data at their fingertips and can measure so much more. Most issues are resolved during the first interaction and abandonment calls have dropped from 18% to 3%. Routine jobs, such as loading data for sales campaigns, are automated and less time-consuming. The IVR system invites customers to rate their experience, which consistently exceeds 90% for satisfaction.[cutoff co_thick="2px"] Benefits Maintains 90% customer satisfaction rates 15% reduction in abandonment rates, from 18% to 3% Improved efficiency and first contact resolution Future integration of channels and operations [fiblock] Challenges Raise agent performance and improve customer experience Facilitate collaboration and information sharing [cutoff co_thick="2px"] Product Genesys Cloud CX Solutions Inbound Outbound IVR Self-Service Email Chat Social Workforce Optimization [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FL%E2%80%99olivier-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Ability to quickly adapt service to local markets and changing demands

Greater visibility and control of factors that affect customer experience

Improved reporting and satisfaction tracking

Continued evolution with innovation roadmap

Time and money savings on IT maintenance

Treating 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 CX 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 CX 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 CX 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 CX 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 CX 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 CX 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 CX 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.

Lenovo Creating an exceptional customer experience with omnichannel-unified systems [orangebar]Lenovo Group Ltd. is a Chinese multinational technology company with headquarters in Beijing, China and Morrisville, NC. It is the world's largest personal computer vendor by unit sales, with annual sales revenue that exceeds $43 billion. Lenovo operates customer service centers in over 40 countries and more than 40 languages; their 6,000 agents serve both personal consumers and enterprise users. The Genesys Multicloud CXTM solution 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 contact 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 call back capabilities throughout their facilities in China. Over the years, Lenovo implemented several Genesys solutions, including callback, IVR mobile engagement and the Gplus Adaptor for Salesforce/SAP CRM. Lenovo also uses Genesys Interactive Insights for reporting the Interaction Workspace for disaster recovery and Genesys Pulse to obtain real time contact center statistics. Benefits Reduce call traffic Lower call handle time Enable agent skill segmentation Eliminate call abandon and improve agent use Increase voice customer satisfaction rate by 85% Achieve voice SLA of 80% in 60 seconds 98% integration with Salesforce.com [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2Fddf5cf1e-lenovo.pdf|title:Read%20the%20customer%20story||"][fiblock] Challenges Complicated multivendor platform integration Need to build omnichannel customer experience to support future development Product Genesys Multicloud CX Solutions Digital Workforce Optimization System Integrations Self-Service Reporting and Analytics

Leroy Merlin Full control, flexibility and scalability in the cloud [orangebar]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 point between them and the competition — 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 CXTM solution best fit its need. Leroy Merlin quickly implemented the Genesys Cloud CX solution, with the help of partner Bizmatica, who specializes in supporting companies through a digital transformation. With the Genesys Cloud CX application, Leroy Merlin can leverage real-time data to streamline business decisions, scale in terms of functional and structural coverage, and support its customers through various channels — live chat, chatbots, dynamic FAQs and an always-evolving IVR. Benefits Seamless omnichannel experience for customers Visibility into real-time performance metrics Increased control, flexibility and scalability [cqblock][fiblock] Challenges Flexibility to deliver platform changes that align with business demands Improve customer experience by offering a variety of channels Product Genesys Cloud CX Partner Bizmatica

Lowell Norway Perfects credit management services [orangebar]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 cash flow 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.” Tired of maintaining hardware, Lowell Norway switched to a more flexible approach with the Genesys Cloud CXTM platform. Installed and managed by local cloud specialists Advania, the solution provides a single desktop for securely handling inbound, outbound, IVR, email and chat communications. Benefits 94% and higher average response rates 35% increase in automatic identification on first contact 25% reduction in average handle time 90% or higher first call resolution 20% boost in agent productivity [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F6319aeb8-lowellnorway.pdf|title:Read%20the%20customer%20story||"][fiblock] Challenges Unreliable contact center platform Inability to integrate people, tools, processes, and data Complex, lengthy upgrades with no clear omnichannel roadmap Product Genesys Cloud CX Solutions Inbound Outbound IVR Email Chat Partner Advania

Lyreco Group Building the business around customers 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. Benefits 95% rate for customer satisfaction 50% reduction in time to answer 100% tracking for interactions Unified roadmap for 25 global contact centers [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FLyreco-SS-EN.pdf|title:Read%20the%20customer%20story||"] Challenges Inability to support long-term growth Inefficient workforce performance Unable to share skills, knowledge and resources between subsidiaries Product Genesys Cloud CX solution Solutions Inbound Outbound Workforce Management Digital Open Platform

Marks & Spencer Joined-up shopping experience keeps the focus on customers [orangebar]Premium customer experience has always been at the heart of the 130-year history of Marks & Spencer. That means insuring customers never need to retell their story each time they make contact. But the company’s channels didn’t talk to each other. An omnichannel model serving both digital channels and 1,253 retail outlets was needed. And delivery timescales were incredibly tight. The new contact center had to be fully operational before Marks & Spencer hit their peak Christmas sales period. The result is an integrated, omnichannel operation that enfolds all areas of the company’s business. All channels are connected—parcels and mail, voice, email, social media, SMS, web chat and web engagement. The service paid for itself after just four months and is now being expanded into a full online sales support tool. Benefits Better service and contextual customer experience across all channels: voice, email, social media, SMS, web chat, website and even the post room Two-year project involving 30 suppliers completed in just 30 weeks with no interruption to normal service Significant increase in revenue in first four months with web chat [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FMarksSpencer-SS-EN.pdf|title:Read%20the%20customer%20story||"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F0061ca07-success-snapshot_ms.pdf|title:View%20the%20story%20summary||"][fiblock] Challenges Inconsistent online and in-store customer experience Lack of integration and insight into all stages of the customer journey Product Genesys Multicloud CX™ Solutions Workload Management Reporting and Analytics Email Social Media Messaging Chat

mBank Balancing service efficiency with omnichannel customer lifestyles [orangebar]Poland’s first fully internet-based financial institution, mBank, is one of the country’s strongest and fastest-growing financial brands — with an increasing presence in Czech and Slovak markets. Among its 5.4 million retail and 22,000 corporate clients are 1.7 million active mobile banking users. Success at mBank is founded on three strategic pillars: satisfy clients with the best, friendliest service; build a dominant position in mobile banking; and manage resources efficiency. And it wanted to achieve this while growing the business without increasing headcount. This strategy is underpinned by sustained investment in customer experience innovation — driving service improvements, paperless processes and greater productivity for 700-plus agents based at the company’s twin contact centers in Lodz. “The idea was to tightly align our customer service system and banking processes,” said Jaroslaw Scigala, Manager, Contact Center Development Division at mBank. “This meant improving routing, IVR and outbound with a solution that offered digital and social media support through easy integration. The answer was PureConnect™.” Benefits 58% drop in abandoned calls 32% decrease in call transfers 30% drop in call wait times Faster and more cost-efficient system changes 100% capture across all interactions [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F0e568fd3-mbankcasestudy-ss-en_v3.pdf|title:Read%20the%20customer%20story||"][fiblock] Challenges Transform customer experience with intelligent routing and IVR Grow outbound and omnichannel capabilities including chat and social media support Product Genesys PureConnect Solutions Inbound Outbound Email Mobile Chat Self-Service Automation

Memira Increasing service levels and preparing for future growth [orangebar]Memira is the largest chain for eye surgery in Scandinavia, with 50 clinics throughout the region, 29 of which are based in Sweden. The Swedish customer service center is located at the head office in Uppsala, which is one of three customer service locations in the region. A total of 45 customer advisors are employed at the three customer service centers, with five to 15 of them located in Uppsala. The customer service centers in Norway and Denmark each are staffed with four full-time customer advisors. And extensive service hours demand the use of additional part-time employees to fulfill high service levels for customers. In total, the three customer service centers handle several thousands of calls every week; hundreds of leads are generated through the website contact form. And a smaller proportion of cases, around 15%, come in via email. "Our customer service platform had few features, and each country had its own PBX solution,” said Daniel Gellerbrink, CIO at Memira. “We realized that we needed to use our customer service centers more efficiently, for example, by being able to transfer calls between them at peaks. In the systems we used, we could basically just take calls and transfer them onward."[cutoff co_thick="2px"] Benefits Increased number of interactions Improved productivity Shorter response times Finely tuned resource planning with statistics [fiblock] Challenges Gather telephony, web forms and email in the same system to improve customer service for Memira customers in three countries—Sweden, Denmark and Norway. [cutoff co_thick="2px"] Product Genesys PureConnect™ Solutions Email Workforce Optimization Routing Reporting and Analytics Integrations Inbound Omnichannel Desktop [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2Fb8b344d8-memira-ss-en.pdf|title:Read%20the%20customer%20story||"][cqblock]

Seamlessly shift

traffic loads across regions

Significant reduction

in call transfer rates

Substantially shorter

wait times

Improved accuracy

of reporting at a global level

Savings of time and money

from decommissioned infrastructure

Legacy challenges

Microsoft empowers people and organizations to achieve more through innovations such as Xbox, Windows, Azure and Office. Integral to success is a diverse partner ecosystem and an immense support organization that handles over 73 million calls a year, in 37 languages, from anywhere around the globe.

Delivered from over 80 regional contact centers, those service operations ran on hundreds of local telephony (PBX, IVR and ACD) systems, along with various reporting and database servers. This complex on-premises model was costly and time-consuming to maintain. It also obscured information on staffing levels, wait times, agent performance and, ultimately, customer satisfaction.

“Our call center operations needed to replace our legacy infrastructure with next-generation SaaS offerings that could drive standardization and provide new capabilities and enhanced integration for our support and sales activities,” said Matt Hayes, Senior Director, Contact Center Technology at Microsoft. “So, moving to a single cloud contact center platform was a logical progression.”

Smoother customer journeys

Enriched by Microsoft applications such as Azure, Skype and Dynamics, the Genesys Multicloud CX solution is now helping Microsoft transform customer experience and productivity for more than 25,000 agents throughout North America, Europe and Asia.

“Before, it wasn’t always possible to transfer calls to the appropriate support team due to the different infrastructure that was in place,” said Hayes. “Now we can see all interactions across the globe and route traffic from anywhere to anywhere, without customers ever leaving the platform.”

Rapid response capabilities

As a result of this migration, 35 different phone systems and 214 separate IVR platforms have been decommissioned, reducing IT maintenance costs and simplifying navigation across Microsoft product offerings. Agent response times also have improved, assisted by the newfound ability to load balance across regions.

“Having the capability to shift loads from one region to another has enabled us to provide a tremendous advantage,” said Hayes. “As a result, we’ve seen a significant reduction in hold times during peak periods by leveraging agents in remote centers, rather than relying on a single region to support all call volumes.”

Better customer experience intelligence

Decision-making is no longer constrained by fragmented legacy reporting systems. For example, KPIs like Net Promoter Score (NPS) and average handle time (AHT) were tracked at a regional level and calculated in different ways. With the Genesys Multicloud CX solution, there is a unified method for tracking and maintaining KPIs across the globe.

“We now report at a global level and with greater visibility and accuracy,” said Hayes. “Each line of business has its own custom-built dashboard, making it easy to pull, digest and share data such as handle times, transfers, disconnects and abandons. Providing a line of business leader with that real-time insight is powerful. And, by introducing centralized call recording, we’re able to better capture customer sentiment.”

Combining this rich data with Microsoft Power Business Intelligence analytics is already bearing fruit. Transfer rates have declined significantly, while closely monitoring global staffing levels has uncovered opportunities for optimization.

Agile growth model

Built with open APIs, the Genesys solution allows for contact center customization through smart integrations with Microsoft applications. In addition, growth is no longer tied to the purchase of new hardware or service provider lead times, which has enabled the onboarding of new suppliers and sites in a fraction of the time.

“Genesys Multicloud CX gives Microsoft and our partners the levers we need to optimize a global pool of agents with multiple language skills and deliver consistent customer experiences,” concluded Hayes.

MOHELA Improves borrower experience with omnichannel customer engagement [orangebar]As a nonprofit organization that helps people manage their education loans, MOHELA has different standards for success than a collection agency. “We’re focused on keeping borrowers from going into default, as opposed to simply collecting on a debt,” said Don Bertier, CIO at MOHELA. “Our goal is to keep our loan portfolio in good standing and ensure that borrowers know what options are available.” In addition to outbound calls to delinquent borrowers, MOHELA launches outbound campaigns to alert borrowers of changes in their payment plans. They also field inbound calls from borrowers who have questions about their accounts. A new solution was also needed to help MOHELA meet its growth objectives.[cutoff co_thick="2px"] Benefits Threefold increase in outbound call capacity. Improved self-service capabilities. Call quality and consistency improvements. New business opportunities with PureConnect flexibility. [fiblock] Challenges Faced difficulty keeping up with demand for services Wanted a single platform contact center solution that offered ability to scale [cutoff co_thick="2px"] Product Genesys PureConnect™ Solutions Self-Service Inbound Outbound Workforce Optimization [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FMohela-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

MyBudget Delivering extraordinary omnichannel connectivity [orangebar]MyBudget is a personal budgeting services company established in 1991. They help their customers gain control of their finances, achieve their financial goals and manage debt by assisting them with personal budgeting. MyBudget, so far, has helped over 100,000 Australians improve their financial position and financial health with over 270 staff spread across Australia and other parts of the world. They have 11 offices and are managing close to $1 billion every year on behalf of their clients. With customer experience being at the heart of every interaction, it is important for their clients to be able to contact MyBudget anytime, anywhere. Before moving to the Genesys Cloud CX™ platform, MyBudget was using an on-premises contact center solution which was expensive and inflexible to change and lacked important features such as voice to text, voice authentication, and intelligent routing. The existing features and roadmap of upcoming Genesys Cloud CX functionalities were highly appealing to MyBudget. Benefits 85% agent schedule adherence — up from 60% 19% increase in employee satisfaction After-call work reduced from over 10 minutes to 90 seconds Increased customer satisfaction — star rating increased from 3.8 to 4.5 Cost-effective roadmap for AI and future service improvements [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F2a0fc048-mybudget-ss-en_v5.pdf|title:Read%20the%20case%20study||"][fiblock] Challenges Inability to add or change features and functionalities Lack of key functionalities High cost of solution Product Genesys Cloud CX Solutions Inbound Self-Service Automated Routing Social Media Messaging Unified Communication

Nahdi Medical Company Empowering the community pharmacy [orangebar] Nahdi Medical Company is a leading Saudi Arabian retail pharmacy, and one of the region’s fastest growing companies—with stores in 125 cities and villages across the kingdom. In addition to dispensing medicine to the public, they play a pivotal role in educating communities through health awareness programs and disease prevention campaigns. Central to this mission, the company’s Jeddah contact center performs two core functions: assist customers with general inquiries and run outbound campaigns; and provide a helpdesk to support pharmacists and corporate and distribution center users all over the country with their IT related issues and inquiries. But conducting those operations on a traditional contact center infrastructure was proving difficult. “Our on-premises solution was adding complexity,” said Ahmed Salem Bamohrez, IT Operations Manager at Nahdi Medical Company. “The admin effort involved in managing 15 servers was stretching our modest IT team. We also knew that achieving full redundancy and giving agents remote access so they could cover out-of hours would have meant significant investment. Running our contact center in the cloud took all those problems away.” Benefits Three days to install the cloud contact center Better customer experience with greater self-service choices Improved call routing to best-placed experts with the right language skills Reduced reliance on IT teams [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2Fc6dadcb7-nahdi-medical-company.pdf|title:Read%20the%20customer%20story||"][fiblock] Challenges Improve customer and agent experience Replace resource-hungry IT model Accelerate innovation Product Genesys Cloud CX™ Solutions Inbound Self-Service Business Automation Outbound

New Zealand Ministry of Justice Increases efficiencies and collects more outstanding fines [orangebar]Find out how New Zealand Ministry of Justice met their goals of efficiently increasing the collections rate, resolving fines faster and minimizing operating costs. In these times of economic constraint, governments everywhere are keeping a watchful eye on their fiscal responsibilities. Revenue shortfalls can have the cascading effect of restricting services and operations, and reducing aid to citizens. Therefore, as part of their accountability toward good governance, agencies must strive to implement the most effective way possible to collect on revenues owed. Clearly, debt collections activities are of vital importance to this end, as the New Zealand Ministry of Justice Collections Unit—which is responsible for the country-wide collection and enforcement of an ever-growing number of fines—is only too keenly aware. The large number of disparate systems made it impossible for managers to quickly get a consolidated view of any part of the operation, so there was no way to prioritize or execute work on a national basis, let alone measure the associated costs. The need for streamlined workflow management was very apparent. “With Genesys iWD, we now have immediate, clear visibility into the pipeline of fine collection activities and every aspect of the operation—from a national perspective right down to individual team members’ assignments—so that we can understand the greatest areas of opportunity,” said Says Bryre Patchell, General Manager, New Zealand Ministry of Justice Collections Unit.[cutoff co_thick="2px"] Benefits Prioritized global task list consolidated all sources of work and allowed tasks to be automatically pushed to the right person based on skills and availability, not location Ability to effectively manage and monitor workload facilitated optimization of whole organization More effective use of data gave access to tens of thousands of additional people with outstanding fines Improved staff efficiency, reinforced desired behaviors and created sense of being part of one national team; accomplished more without adding extra resources Reduced backlog of fines and increased fine collection capacity [fiblock] Challenges Resolve growing backlog of uncollected fines Address inefficient work practices: Employees choose what they worked on and set the pace; No ability to distribute work based on profile, priority or loading; Inconsistent processes resulted in duplication, confusion and wasted time; Operating in geographic silos; Departments, spread across the whole country, worked independently Too many separate, uncoordinated systems and sources of work Monitoring and reporting were highly inefficient manual processes that impeded decision making No clear sense of priority [cutoff co_thick="2px"] Solutions intelligent Workload Distribution [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2Fnew-zealand-ministry-of-justice.pdf|title:Read%20the%20customer%20story||"][cqblock]

Next Taking customer experience to a new level with AI [orangebar]Next, born from Brazilian bank Bradesco, is a fully digital bank designed to serve a young, tech-savvy demographic. Next was created with the customer’s journey in mind — available when and how they prefer. “We want Next to be a gateway by which we can help them in these journeys to fulfill their dreams,” said Head of Customer Experience, Eder Gonzaga. To better service their customers, Next uses the Genesys Multicloud CX™ solution and IBM Watson. In fact, most of their customers prefer to use self-service — with 85% of interactions conducted through artificial intelligence (AI). Watson is the first point of contact and has enabled Next to achieve much higher productivity. For Next, Watson isn’t only a new way to communicate with customers, it's a differentiator. Results Over 75,000 discrete questions and native slang handled by chatbots 300,000 customers onboarded in year one 95% utilization of digital channels for journeys 85% served through AI [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2Ffbaabc5b-bradesconext-ss-en_v2.pdf|title:Read%20the%20customer%20story|target:%20_blank|"][fiblock] Challenges Launch new digital bank targeting 18- to 35-year-old customers Maximize opportunity for AI and self-service Product Genesys Multicloud CX Solutions Chatbot Email Inbound Integrations

Nordea Bank Nordea Bank innovation grows digital connections, enabling customers to make contact on their terms [orangebar]Nordea Bank is on a journey of sustained innovation. Workforce optimization, speech recognition, advanced call routing, chat and email, were all part of the transition to a Genesys Multicloud CX™ contact center. Removing the need for agents to switch between different screens made service faster and friendlier. The latest advance has created more digital connections. Now, customers can enjoy a confidential, personalized video call from the comfort of their homes — removing the cost and hassle of traveling to the branch. With a growing social media audience, agents can detect when customers browse the Nordea Bank Facebook page to quickly intercept common requests. By simply providing a link, the agent switches the conversation to instant messaging, where they can talk safely one on one.[cutoff co_thick="2px"] Benefits Closely align service with customer expectations Video banking eliminates the need for branch visits Social media supports new business and future growth [fiblock] Challenges Simplify and grow digital connections with customers [cutoff co_thick="2px"] Product Genesys Multicloud CX Solutions Mobile Social Chat Email Messaging Workforce Optimization Omnichannel Desktop [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F6c1667b1-nordea-bank-ss-en.pdf|title:Read%20the%20customer%20story||"][cqblock]

33% drop in after-call work — from 27 seconds to 18 seconds

Over 50% reduction in daily and weekly report preparation time

Improved customer experience

Increased employee satisfaction

97% decrease in wait time for after-hours service

Three legacy on-premises systems replaced

Northern Beaches Council, an amalgamation of three former councils, looks after 266,000 residents and almost half the beaches in Sydney. It provides a wide range of community services, such as affordable childcare for growing families, road safety, health and municipal services, and community activities for the young and senior citizens.

The merger of three separate councils to become one entity required a unified contact center platform that could promptly respond to residents who need assistance. The council’s legacy on-premises system and IVR-based solution were ineffective in handling high call volumes. So, it sought to leverage cloud technology to achieve greater operational efficiency.

Integrating processes for a seamless experience

A major limitation of the previous contact center system was its inability to seamlessly view a customer’s profile and their journey. “The old system could not integrate with our Customer Relationship Management (CRM) system, Salesforce, which led to an inefficient process and frustration for callers. There was no data look-up option available to our customer service agents inside the old platform, so customers had to spell out their names every time they called. This was a time-consuming and inefficient activity for both our customers and agents,” said Jane Kercher, Business Analyst at Northern Beaches Council.

The implementation of Telstra Contact Centre Genesys Cloud CX in December 2019 has enabled integration between Salesforce and the agent screen, giving a complete view of the customer journey. This enhanced visibility gives agents relevant information to assess customer needs and preferences — and proactively assist customers.

Contact center reporting, previously a cumbersome procedure that took supervisors almost one day per week to manage, is now available with a single click on the new platform. Real-time insights into agent performance and call activity are available to key stakeholders, enabling the council to reduce the time spent on weekly reporting from nearly one day to one hour.

Ease of scalability and business continuity planning

In the Northern Beaches region of Sydney, natural disasters such as floods and storms are frequent occurrences. Prior to moving to Telstra Contact Centre Genesys Cloud CX, the council had struggled with its inflexible on-premises legacy system and business continuity planning.

“Immediate scaling up of licenses during emergency events was very difficult, almost impossible. On the other hand, Telstra Contact Centre Genesys Cloud CX can be scaled up to additional licenses in no time,” said Kercher.

Two months after implementation, a major storm hit Sydney. It was a weekend when an outsourced after-hours answering service would assist customers by taking their details. This information would then be passed to the contact center for call backs on Monday. Fortunately, the new cloud-based solution allows Northern Beaches Council agents to effectively respond to emergency situations at any time — from any remote location.

“Telstra Contact Centre Genesys Cloud CX gave us the ability to quickly switch over the phone lines from the after-hours service back to the contact center team, as our agents are now able to take calls from home or other nearby council offices. This had a hugely positive impact on the customer experience we were able to provide during this emergency incident, as we could answer the calls quicker and escalate issues much faster than the after-hours service,” said Kercher.

With Telstra Contact Centre Genesys Cloud CX, the council can deliver superior customer experiences with swift response times when dealing with surges in call volumes.

Boosting visibility to enhance employee engagement

An inherent lack of employee visibility in its previous on-premises system had a compounding negative impact on Northern Beaches Council operations. “Agents did not have access to their daily personal performance metrics, like the number of calls they took, their talk time and duration of breaks,” said Kercher.

Using Telstra Contact Centre Genesys Cloud CX has given agents and supervisors visibility over individual performance metrics and real-time data on agent productivity. Agents can now monitor their own performance in real time and spot areas for improvement. The immediacy of information makes it easier for them to deliver superior customer experience.

“Telstra Contact Centre Genesys Cloud CX is such a user-friendly platform and allows agents to access information with ease and wrap up calls much faster. The average time spent on after-call work has reduced from 27 seconds to 18 seconds,” she added.

In addition, the internal chat functionality of the platform lets agents share knowledge and foster better engagement amongst each other. Plus, integrations with the CRM and knowledge base have significantly reduced the need for manual work, contributing to a superior employee experience.

Northumbrian Water Leading UK utility provider transforms customer experience [orangebar]Northumbrian Water is a leading UK utility, providing water services for both residential and business customers. As customers’ demands have changed, so Northumbrian Water have needed to listen and change the way they interact with their customers. As customers want to communicate over multiple channels so NWG are changing their models to accommodate this, which has resulted in a huge CX Transformation project being undertaken. Genesys is the Pixie Dust in their new customer experience transformation strategy for 2018 and beyond.[fiblock] Product Genesys Multicloud CX™

NSPCC Protecting millions of children from abuse [orangebar]As 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. “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.” The charity embarked on its most complex technology challenge. Implemented by Connect Managed Services, the solution blends calls, email and webchat using the Genesys Multicloud CX™ product, integrated with Zoom recording and Microsoft Dynamics CRM applications.Benefits: Maximum uptime assured for helpline services Improved access to counselors and supervisors Better control and resource planning Cost-effective platform for adopting new technologies [cqblock][fiblock]Challenges: Optimize effort from volunteers and part-time resources Provide more children with the support they need [cutoff co_thick="2px"]Product: Genesys Multicloud CX[cutoff co_thick="2px"]Solutions: Inbound Chat Workforce Management Integrations[cutoff co_thick="2px"]Partner: Conn3ct[cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FNSPCC-SS-EN-FINAL.pdf|title:Read%20the%20customer%20story"]

30% reduction in call handling times

48% reduction in time spent on outbound campaigns

20% drop in escalations

100% of sessions recorded

Increased team collaboration

Unlimited scalability

Pursuing 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 Multicloud CX 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 Multicloud CX 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 Multicloud CX 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.

Optimind Winter Cloud-based platform eliminates customer experience risk [orangebar]Rigid, expensive-to-maintain telephony made it hard for Optimind Winter to adapt as customers sought a more convenient, digital and personal experience. Now, with the Genesys Cloud CX™ platform, the business no longer suffers from IT outages, ensuring calls aren’t missed. Supervisors manage traffic queues in real time, while agents easily transfer calls or share expertise via chat messaging. Clients spend less time waiting and receive service faster, which has led to a significant reduction in complaints. The cloud-based platform also enables the company to accelerate innovation as it looks to build a better dashboard to manage KPIs and proactively offer agent assistance when customers visit its website.[cutoff co_thick="2px"] Benefits 90% of customer interactions completed within five minutes, compared to 75% previously 100% service uptime, leading to significant reduction in complaints Greater skill and knowledge-sharing among agents [fiblock] Challenges Improve customer experience and satisfaction levels Create future omnichannel innovation roadmap [cutoff co_thick="2px"] Product Genesys Cloud CX [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FOptimind-Winter-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]

Orient Bank Creating winning customer experiences [orangebar]Orient Bank sought to increase efficiency, deliver better customer experience and optimize debt collection at all stages by ensuring effective communication throughout the term of each loan. A new team was created to oversee the project, which included hiring new agents as the contact center grew. Working with Genesys, the bank re-engineered its processes for debt collection, workforce management and customer service. “We liked the fact that Genesys offered a single platform that encompassed multiple contact center solutions to meet all our business needs,” said Nino Kodya, Chief Operating Office at Orient Bank. With the implementation of Genesys Multicloud CX™ software, Orient Bank automated its contact center workflow and greatly reduced the proportion of manual operations. Agent productivity increased by 35%. Benefits 12.5 times more outbound calls 250% increase in outbound call completions 10% more interactions handled by agents 15% less agent downtime, so agents spend up to 85% of their time with customers [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F91abd8ff-orient-bank-ss-en.pdf|title:Read%20the%20customer%20story||"][fiblock] Challenges Increase revenue Reduce debt recovery expenses Optimize workloads and resources Product Genesys Multicloud CX Solutions Outbound Inbound Messaging Email Workforce Optimization Reporting and Analytics

Otkritie Group Improving customer service with call center unification and next-generation IVR capabilities [orangebar]Otkritie Group, one of Russia’s largest private financial corporations, offers services that include banking, investment banking, brokerage and insurance services, as well as asset management. Before unifying operations, each company within the group had a separate call center that ran on its own process platform. As of today, seven companies within the group that are separate legal entities use the services of this unified call center. The previous platform had its own solution for managing the call center and telephony that included recording and quality monitoring systems as well as other standard tools. These disparate call centers were spread across different regions and used different software. There were no harmonized customer service solutions. “We intended to create a single call center that would ensure continuity and seamlessness in customer experience, and guarantee manageability of the technological process,” said Sergey Rusanov, Member of the Board and CIO at Otkritie Bank. “We had prior experience working with Genesys and, from this experience and the tender results, we could see that, unlike the competitors, Genesys was able to offer a solution that would cover all of our needs with Genesys Multicloud CX.” An up-to-date unified platform was needed to implement innovations. The Genesys Multicloud CX™ solution made it possible for Otkritie Group to implement a holistic development strategy, promote and launch new services and functions simultaneously, and allowed all companies within the group to scale as needed. Benefits 24.4% use of self-service capabilities Call center unification Lower operating expenses Seamless customer experience Creation of new service channels Personalization through chat and IVR [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FOtkritie-CS-EN.pdf|title:Read%20the%20customer%20story||"] Challenges Unify disjointed call center operations and business processes Reduce customer service costs Lower platform development and support costs Increase the number of service channels Give customers an easy-to-use IVR Product Genesys Multicloud CX Solutions Inbound Outbound IVR Workforce Engagement Management Self-Service and Automation Chat

Paipaidai Innovating in the new financial industry [orangebar]One of China’s first and leading digital consumer finance platforms, PPDAI Group (Paipaidai), offers short-term loans to more than 82 million users. The company has grown quickly by appealing to Internet-savvy borrowers aged 20 to 40 years. To keep pace with rapid growth, Paipaidai boosted their customer service capacity. The company equipped more than 2,000 agents across four sites over a 12-month period. However, as loan volumes rocketed, vital tasks like payment collections became more difficult to manage. “We’d arrived at a crossroads where the business was being held back substantially by expensive legacy contact centers unable to scale or support digital channels,” said Cheng Lei, Senior IT Manager for Paipaidai. “We needed a new path that could guarantee a reliable, automated and efficient omnichannel customer service.” After scouting the market, Paipaidai decided to upgrade to the Genesys Multicloud CX™ product. Benefits 20% increase in productivity Systematic approach to risk management Platform support for artificial intelligence and future innovations [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F8837cd97-paipaidaicasestudy-ss-en.pdf|title:Read%20the%20customer%20story||"][fiblock] Challenges Transform contact centers into growth enablers Empower agents to deliver amazing customer experience Expand marketing endeavor while meeting tighter compliance and regulation requirements Product Genesys Multicloud CX Solutions Email Chat Messaging Self-Service Inbound Outbound Business Automation Integrations

Onboarded 1,000 agents to help with COVID-19 response

Significant increase in real-time schedule adherence

59% less agent churn

Integration with Slack, Tableau, in-house call scripting and CRM systems

Improved visibility and management of employees

Enhanced 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 CX. 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 CX 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 CX 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 CX,” 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 CX 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 CX, 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 CX, 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 marketing through the German service desk to regional subsidiaries

Up and running quickly with meaningful reporting

Administrators can make changes themselves

Managed solution rollout with nearly no outside assistance

Seamless Salesforce integration

The 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 CX 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 CX 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 CX 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 CX 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 CX 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 CX 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 CX 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 CX 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 CX 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 CX platform is indispensable.

Meeting a desire for simplicity and high performance

The Genesys Cloud CX 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.

PayPal Scales support to meet rapid growth [orangebar]A global financial and technology company operating in more than 200 markets worldwide, PayPal is an online payments system offering electronic alternatives to traditional paper methods like checks and money orders. The PayPal motto is “we put people at the center of everything we do.” To make good on this promise, more than 8,500 PayPal agents, called “teammates,” use the Genesys Multicloud CX™ product to service more than 170 million consumers and 13 million merchants around the globe. Learn how Genesys provides the flexibility and stability PayPal needs to drive innovation at scale, while creating a frictionless experience to resolve problems.[cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FPayPal-SS-EN.pdf|title:Read%20the%20customer%20story||"][fiblock] Product Genesys Multicloud CX Solutions Workload Management Email Messaging Chat Business Automation Reporting and Analytics

Pentafon Transforming customer and employee experiences for bottom-line benefits [orangebar]Pentafon is one of Mexico’s top business process outsourcers, providing clients in finance, telecommunications, retail and government with solutions for everything from outbound sales to revenue collection. The company’s contact centers employ more than 2,600 agents in four cities, handling over 86 million contacts annually. To stand out and stay ahead, Pentafon adopted the Genesys Multicloud CX™ application. “We felt Genesys Multicloud CX offered the safest, shortest path to omnichannel and digital transformation,” said Paola Ferrer, Director of Innovation and Development for Pentafon. “Prior to that, we had the usual problems like systems going end-of-life, lack of support and inability to customize. Having two different platforms meant we couldn’t get a complete view of customer interactions or agent performance and training needs.” The move to the Genesys Multicloud CX application resulted in several quick wins. Consolidating voice, email and webchat on a single desktop allows agents to multitask without the need to toggle between different tools and screens. Improving the experience even further, customers can switch seamlessly between channels without having to repeat information. Benefits 92% time savings on schedule creation — from 3 days to 2 hours Improved accuracy for budget control and forecasting with less effort Better agent performance Real-time tracking of agents and daily reviews Higher employee satisfaction with no payroll discrepancies and just one application to learn [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F7a2b53c3-pentafon-ss-en.pdf|title:Read%20the%20customer%20story||"][fiblock] Challenges Systems going end-of-life, lack of support and an inability to customize Incomplete view of customer interactions, agent performance and training needs Products Genesys Multicloud CX Solutions Email Chat Inbound Outbound Workforce Optimization Integrations

Philips Genesys PureConnect Cloud transforms Philips global contact centers [orangebar]Hospital imaging centers that purchase systems from Philips must keep downtime to a minimum to make the most of their investments. “Utilization of this equipment has always been critical,” said Erwin Thomas, Senior Director of the Customer Care Solutions Center for Philips. “To ensure maximum use by these centers, we’ve made resolving their questions and problems a top priority.” Philips had opened a contact center at its U.S. headquarters in Atlanta that employed about 650 engineers, radiation technologists and clinical personnel, such as nurses—all of whom fielded queries from imaging equipment users. At the time, an on-premises system supported the contact center. “Our on-premises system had major limitations,” said Thomas. “For instance, it limited the number of virtual engineers we could have available to callers at any one time. At peak times, we needed to have 200 clinicians accessible, but the system only allowed 64 of them in the queue.” The on-premises system was also limited in its ability to support multichannel interactions. “The bottom line was that our system was at the end of its lifespan and out of date,” said Thomas. Benefits Reduced costs through a global platform that supports worldwide contact centers. Relieved pressure on IT department and increased operational efficiencies. [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FPhilips-SS-EN.pdf|title:Read%20the%20customer%20story||"][fiblock] Challenges Replace an outdated on-premise contact center solution with a more cost-effective cloud solution that scales to thousands of users across global sites. Product Genesys PureConnect™ Cloud Solutions Email Chat Self-Service Inbound Omnichannel Desktop Reporting and Analytics Integrations

Increased employee satisfaction, productivity and NPS

360-degree view of customer journeys

Simpler reporting based on real-time data

20% reduction in average handle time

Blended office/remote working model

Future roadmap for omnichannel and AI

Ending 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 CX 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 CX,” 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 CX, 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 CX,” 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.