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Featured Customers

	One of the world’s largest warehouse retailers serves millions of members using 4000 agents. During the holiday season, even with additional resources, increased call volumes resulted in hold times up to 45 minutes, frustrating both agents and customers Business Challenge / Results After implementing Genesys GVP and Virtual Hold for Genesys, the warehouse retailer saved $10,000 in toll charges on the first day of online holiday shopping, reduced call abandonment by 60%, acheived ROI in under nine months and increased agent and customer satisfaction. close
	Woori Investments & Securities is one of Korea’s largest securities firms with 118 national branches. One hundred and eighty agents handle 100,000 daily calls. A proactive business model actually reduced phone sale revenues when the existing contact center couldn’t leverage agents as the new model required. Business Challenge / Results Woori I&S centralized call handling, using Genesys to route customers to skilled resources and to integrate self-service with agent-assisted services for 75% fewer call transfers, greater efficiency and improved customer satisfaction. close
	Telefónica Móvistar Perú is the leading provider of mobile communications in Peru With 72 million customers and an increasing call volume, the company was under pressure to increase the quality of the customer experience while at the same time improving the operation and cost structure of the contact center. Business Challenge / Results A Genesys Dynamic Contact Center solution that includes a SIP Server reduced staffing costs by 30%, reduced hold times and call length, improved linkage with marketing and promotions, and increased customer satisfaction. close
	Thomson, a UK-based travel & tourism company, wanted to ensure a consistently high level of customer service across multiple sites, lower operational costs, and protect its brand identity. Business Challenge / Results Established a Dynamic Contact Centre, reduced average call wait times from 5 minutes to 13 seconds, and enabled consistent delivery of customer service regardless of agent location. close
	Multienlace is Colombia’s largest provider of call center solutions, customer service, telesales, and telemarketing. Multienlace was handling over 100 million calls with thousands of agents in six contact centers in two different cities, and under pressure to improve the customer service it offered through features such as customer segmentation and skills-based routing. Business Challenge / Results With Genesys IP/SIP Server and enterprise routing, Multienlace now has 23% of the fast-growing Colombian call center outsourcing market despite local and international competition. It generates increased revenue by better identifying cross-selling opportunities, provides a better customer experience with faster, more focused customer service and has achieve a contact center environment that can dynamically respond to market changes. close