DAMAC decreased agent interactions by 46% with virtual agents

Providing a seamless, luxurious experience is at the heart of everything they do at DAMAC. The luxury real estate development firm moved to the Genesys Cloud™ platform to help continue to meet that goal — orchestrating optimal customer journeys in real time while empowering its associates. Using such core features as speech analytics, quality management, workforce engagement management and bots has contributed to improving several key metrics, such as a 4% increase in answer rate while reducing abandon rate, and a 46% decrease in interactions with associates since launching bots.