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 optimise 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 optimisation. Now, customers reach the right expert the first time and are served faster.