GoodLeap achieves a 173% productivity increase with CX in the cloud

At GoodLeap, delivering a personalized, empathetic customer experience (CX) starts with providing CX technology so easy for its agents to use they can focus on service excellence. The Genesys Cloud™ platform is helping the technology and financial services provider to achieve this goal. One collections team increased its outbound calls nearly 3X — from 15,000 to 41,000. Other improvements include an 80% Net Promoter Score and a less than 1% abandon rate.