Customer Success Stories, Call Center Case Studies

Leading Organizations Realize Strategic Goals with Genesys

At Genesys, there is no better indicator of our success than a customer who has become a beacon of exceptional customer loyalty and retention in their industry. Read how we've helped our customers deliver real business results.

Insight Cards

listen-to-demoBy implementing a cloud-based inbound IVR services via Genesys Premier Edition VCC, Insight was able to raise the level of call containment from 55% to more than 70% of all calls in just one month.


Western Union

listen-to-demoWestern Union selected the Genesys Self-Service solution to automate kiosk transactions, which resulted in a 10 percent overall increase in automation for the company, and a savings of $1.5 million in agent time required per year.


Harbor Freight Tools

listen-to-demoThe Genesys Self-Service solution delivered Harbor Freight Tools a 50% reduction in the number of calls that must be handled by agents or more than $3 million in savings.


Marketo

listen-to-demoTo improve call routing, Marketo wanted to accelerate the company's ability to quickly identify customers by name to help speed overall customer support services.


City of Avondale

listen-to-demoThe City of Avondale selected the Genesys inbound and outbound IVR solutions to help the city build —in less than 90 days — a consolidated IVR platform solution designed to support a range of services.


Securus

listen-to-demoSecurus migrated to the Genesys cloud-based IVR CX Solution, boosting automation by 50%, and continues to see a year over year increase.


AstraZeneca Biopharmaceuticals

listen-to-demoAstraZeneca replace disparate and costly IVR applications, increased containment by as much as 80% and has achieved savings of more than one million dollars per brand.


Ambient Devices

listen-to-demoAmbient Devices provides excellent customer service with Genesys


Election Protection

listen-to-demoGenesys gets the vote from Election Protection for flexible solution with ability to make changes on the fly, in real-time.


Health and Benefits System

listen-to-demoGenesys solutions helped solidify HBS’s role in effectively monitoring and managing their clients’ employee development.


International Republic Institute 

listen-to-demoIRI cuts reporting time from 2-3 days to real-time with Genesys


Lifebooker

listen-to-demoLifebooker realized significant savings by reducing the number of calls going to live agents and increased agent productivity tremendously with Genesys...a true IVR success story!


Melwood

listen-to-demoWith Genesys, Melwood realized immediate savings and now has a more efficient vehicle donation process to enable easy expansion of donation efforts


National Vision

listen-to-demoThe fourth largest optical retailer in the U.S. used Genesys IVR and increased outbound surveys to nearly 13,000 a week with a completion rate of 14%


Princeton University

listen-to-demoPrinceton University increased containment, call volume and customer satisfaction using Genesys.


TARP Worldwide

listen-to-demoGenesys empowered TARP Worldwide to help its clients improve employee retention rates in call centers by as much as 20%.


Walter Reed

listen-to-demoAngel helped Walter Reed set up a crisis hotline in 3 days which handled more than 1,300 calls in the first month.