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Partenamut

Belgian social security company enhances customer experience with dynamic IVR from Genesys

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Partenamut is a social security firm with 1,000 employees servicing 1.4 million customers in Belgium. A voice customer since 2008, they recently upgraded to a dynamic IVR from Genesys.  With the previous IVR, agent training had taken up to eight weeks, resulting in high costs and high churn rates.  In addition to reducing training costs and churn, the Genesys dynamic IVR, which included automatic caller recognition through phone number and social security number, decreased transfer rates from 15% to 0%.

Partenamut

Challenges

  • High internal training costs and high churn
  • Original flat IVR constrained maintaining Knowledge Base

Solutions

“With the Genesys IVR we’ve achieved cost savings equivalent to 6.2 FTE [100 agents in total in the call centre].”

Peter Claes, Contact Centre Manager, Partenamut

Genesys.com
+44 1276 457000
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Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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