Parents and organizations around the globe trust Bright Horizons to provide high-quality education and care. Its agents handle around 80,000 monthly calls, plus email, text and chat conversations, with maximum efficiency from one workspace. In addition, AI-powered Genesys Cloud Workforce Engagement Management has significantly reduced the time spent on manual work and alleviated mental strain with smart automated processes.
$110,000
telecom cost savings
Three
legacy systems retired
Reduced
costs and handle time
Bright Horizons offers high-quality early education and childcare, as well as family benefits and workforce solutions. Along with its popular brick and mortar childcare centers, it provides more than 1,000 of the world’s top employers with solutions including tuition assistance, student loan repayment and in-home care services.
Keeping its US operations on track is the job of 350 agents spread across three contact centers. However, their performance suffered due to siloed communications and supporting systems that ran on disparate on-premises products — racking up costs and obscuring a single customer view.
“The happier we can make our employees, the better the services they’re likely to provide, and that comes across through every voice and digital experience,” said Bruce Lambert, Director, Resource Planning and Reporting at Bright Horizons. “That meant a more integrated omnichannel approach that reduced agent effort and made it easier to connect customer journeys and data.”
“We’ve now got a clearer understanding of customer intent and call drivers, thanks to the analytics available within Genesys Cloud. That’s allowed us to focus on particular agent behaviors that reduce our costs and handle time.”
Bruce Lambert
Director, Resource Planning and Reporting, Bright Horizons
After evaluating offers from various leading providers, Bright Horizons chose the Genesys Cloud™ platform. Standout advantages included a highly robust IVR, weekly feature releases and, crucially, a native cloud fabric with open APIs and off-the-shelf connectors.
“The fact Genesys Cloud is built from the bottom-up with AWS microservices was a big plus because it effectively gave us inbuilt back-up and business continuity,” said Lambert. “Having a comprehensive platform also allowed us to retire three systems — telephony, callbacks and quality assurance — straight off the bat. And we’ve saved around $110,000 in telecoms costs.”
Acquiring toll-free numbers from Genesys has required a fraction of the effort compared to the company’s previous carrier. “Genesys has been far more reliable, and we’ve been able to simplify our phone routing,” added Lambert.
Not only has the switch considerably reduced expense, but it’s also made technical assistance a lot simpler. Tickets are now raised online and quickly resolved with a Genesys specialist over the phone.
Further quick gains came from integrating Genesys with the company’s CRM system. Now, agents handle around 80,000 monthly calls, plus email, text and chat conversations with maximum efficiency from their Microsoft Dynamics 365 workspace.
“Our agents feel more comfortable, for example, when setting up outbound SMS campaigns to notify parents of summer camp places and drive enrollment across the country,” said Lambert. “Also, it’s much easier to create scripts with accurate account information, which is another huge time saver.”
“Having a comprehensive platform also allowed us to retire three systems straight off the bat. And we’ve saved around $110,000 in telecoms costs.”
Bruce Lambert
Director, Resource Planning and Reporting, Bright Horizons
Contact center transformation doesn’t stop there. AI-powered Genesys Cloud Workforce Engagement Management (WEM) has significantly reduced time spent on manual work and alleviated mental strain with smart automated processes.
“Our schedulers found WEM to be very user friendly and simple to set up,” said Lambert. “Plus, they can use workgroups with other features within Genesys Cloud when distributing tasks and responsibilities, thereby avoiding bottlenecks.”
Employee training and personal development plans are informed by insights captured through call and screen monitoring. Likewise, managers have more reports and data than ever before.
“We’ve now got a clearer understanding of customer intent and call drivers, thanks to the analytics available within Genesys Cloud,” concluded Lambert. “That’s allowed us to focus on particular agent behaviors that reduce our costs and handle time. Going forward, we see AI and data analytics as being instrumental in helping to grow up-sell and cross-sell opportunities.”
To learn more about the solutions featured in this case study, visit www.genesys.com.
