Customer interview

Uber

Learn how the ride share company uses Genesys Cloud to globally support 20,000 agents

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By implementing the Genesys Cloud™ platform on a global scale, Uber can effectively support 20,000 agents in more than 60 countries.

To achieve this, Uber integrated its in-house customer care platform with Genesys Cloud. Deep use of APIs, Google DialogFlow and bots were crucial components to this seamless integration.

Customer story highlights

Enterprise scale of Genesys Cloud platform was crucial for Uber
Extensive API support allows Uber to continually deploy unique, thoughtful experiences for agents, drivers and customers
Able to support VoIP-restricted countries
Flexible allowed Uber to take advantage of Bring Your Own Carrier

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Genesys empowers more than 8,000 organizations 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 organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.