Customer Experience Success Stories

Prvidr

Relentless pursuit of service excellence

APAC

Hexaware

60% of calls are fully automated

APAC

Western Sydney University

Western Sydney University transforms communication in the cloud

APAC

APM

Increased efficiency leads to $1 million savings

APAC

Coca-Cola Bottlers’ Sales and Services

Quenching the thirst for innovation

Rainmaker

Rainmaker leverages integration for greater sales and service success

EMEA

PATLive

Resetting for remote customer experience management

Schneider Electric

Transforming customer experience while optimising operational efficiency worldwide

EMEA

Narayana Health

Narayana Health achieves greater patient care and operational efficiency

APAC

Woolworths

Conversational AI ingenuity

APAC

Singapore Airlines

Personalising the online travel experience

APAC

QBE

QBE ignites customer experience evolution with Genesys Cloud

APAC

Nexon Asia Pacific

Transforming a workforce for the digital age

APAC

Kiwibank

Being there when needed most

APAC

Localsearch

Empowering business continuity in a crisis

APAC

Lenovo

Creating an exceptional customer experience with unified omnichannel systems

APAC

Fonterra

Personalisation, innovation and agility with cloud technology

APAC

Digicall Assist

Delivering superior CX at the roadside

APAC

Countdown New Zealand

Retail giant unlocks growth with cloud

APAC

Atomy

Accelerating global expansion with cloud

APAC

Affin Bank

Delivering outstanding experiences and optimising business performance

APAC

Astellas Pharma Inc.

Strengthening customer experience and operational excellence

APAC

Aioi Nissay Dowa Insurance

Treating customers as valued guests with an end-to-end cloud solution

APAC

National Domestic Violence Hotline

Transforming service to survivors and enabling workforce mobility through cloud and AI innovation

Eesti Energia

Achieving sustainability in the cloud

EMEA

PureGym

PureGym solves peak demand challenges with digital and AI

EMEA

Uplift Inc.

Creating memorable vacations

Unisys

Unisys enhances client experiences on a global scale with Genesys Cloud

Beyond Bank

Beyond Bank activates new AI capabilities to streamline call handling and improve service

APAC

Electrolux Group

Electrolux Group puts customer centricity and agent empowerment first

EMEA

Aeromexico

Aeromexico elevates customer and employee experiences

LATAM

Anglicare Sydney

Improving staff and client experience with Genesys Cloud

APAC

Security Bank

Crafting better banking journeys with omnichannel experiences

APAC

Arvig

Unlocking business value with customer journey management

Maxicare

Enhancing customer experience and improving agent productivity in healthcare

APAC

Virgin Atlantic

Elevating travel experiences by reimagining digital service

EMEA

Tata CLiQ

Tata CLiQ revolutionizes customer experience with Genesys

APAC

Robinhood

Elevating customer experience in food delivery

APAC

Maximus

Transforming global BPO operations

Northumbrian Water

Booting employee experience and operation efficiency

EMEA

BPHA

Building better customer and employee experiences with digital

EMEA

AdaptHealth

Redesigning experience with highly engaged contact centres

Etraveli

Etraveli Group unifies contact centres, improving customer experience

EMEA

B&O Service

German housing leader gains much-needed reliability and scalability

EMEA

Missouri Department of Social Services

Transforming customer experience with digital engagement

Probe Group

Transforming customer and employee experience

APAC

Cathay Pacific

Elevating lifetime relationships with an innovative customer experience platform

APAC

Blibli

Orchestrating a high-tech, high-touch online shopping experience

APAC

Humm Group

Scaling CX operations with one consolidated system

APAC

DKV

Omnichannel customer service at its best

EMEA

Rabobank

Pioneering conversational banking

EMEA

Spark

Sparking a better customer experience

APAC

Farmers Mutual Group

Delivering exceptional experiences from the comfort of home

APAC

Tuhu

Revving up a great customer and employee experience

APAC

Bitkub Exchange

Bridging the cryptocurrency gap with an all-in-one customer experience platform

APAC

Tonik Digital Bank

Pioneering digital-only banking in the Philippines

APAC

Xiaomi Corporation

A global deployment to deliver consistent experiences

APAC

Service NSW

There during the toughest times

APAC

Tokopedia

Winning the hearts of customers and sellers across thousands of islands

APAC

DNB

Integrating AI into the CX Journey

EMEA

Fanatics

Enhancing the fan experience for over 100 million sports enthusiasts

Prvidr

Relentless pursuit of service excellence

APAC

Odity

Setting new standards in customer experience for over 130 premium brands

EMEA

Grupo Sabin

Bot-blended regional services with a personal touch

LATAM

IONOS

Growing revenue with seamless, personalized journeys

EMEA

Digital Dialog

Achieved ROI in three months

EMEA

Hexaware

60% of calls are fully automated

APAC

City of Clearwater

Zero staff attrition since implementing Genesys Cloud

RedSalud

Reduced contact center costs by 30%

LATAM

BAC

Boosting efficiency with digital channels

LATAM

O.phon

Processing support requests 64% faster

EMEA

King Price Insurance

48% lower total cost of ownership with Genesys Cloud

EMEA

Pluxee Romania

95% of all chat conversations are resolved using a Genesys bot

EMEA

Modivcare

$17 million cost savings and rising

APM

Increased efficiency leads to $1 million savings

APAC

Benify

Boosting efficiency through unified CCaaS and Salesforce CRM

EMEA

Fibrus Networks

Matching high-speed broadband services with digital-first customer care

EMEA

Kiwibank

Aligning AI-driven efficiency, productivity and financial benefits to brand values

APAC

The Trevor Project

Providing hope through 24/7 crisis support services

Western Sydney University

Western Sydney University transforms communication in the cloud

APAC

Rainmaker

Rainmaker leverages integration for greater sales and service success

EMEA

Auto Trader

Boosting the UK’s largest digital automotive marketplace with cloud contact center transformation

EMEA

Narayana Health

Narayana Health achieves greater patient care and operational efficiency

APAC

PureGym

PureGym solves peak demand challenges with digital and AI

EMEA

Beyond Bank

Beyond Bank activates new AI capabilities to streamline call handling and improve service

APAC

Aeromexico

Aeromexico elevates customer and employee experiences

LATAM

Anglicare Sydney

Improving staff and client experience with Genesys Cloud

APAC

Arvig

Unlocking business value with customer journey management

Virgin Atlantic

Elevating travel experiences by reimagining digital service

EMEA

Security Bank

Crafting better banking journeys with omnichannel experiences

APAC

Robinhood

Elevating customer experience in food delivery

APAC

Maximus

Transforming global BPO operations

Maxicare

Enhancing customer experience and improving agent productivity in healthcare

APAC

Northumbrian Water

Booting employee experience and operation efficiency

EMEA

Electrolux Group

Electrolux Group puts customer centricity and agent empowerment first

EMEA

BPHA

Building better customer and employee experiences with digital

EMEA

Eesti Energia

Achieving sustainability in the cloud

EMEA

AdaptHealth

Redesigning experience with highly engaged contact centers

Etraveli

Etraveli Group unifies contact centers, improving customer experience

EMEA

National Domestic Violence Hotline

Transforming service to survivors and enabling workforce mobility through cloud and AI innovation

B&O Service

German housing leader gains much-needed reliability and scalability

EMEA

Unisys

Unisys enhances client experiences on a global scale with Genesys Cloud

Missouri Department of Social Services

Transforming customer experience with digital engagement

Somerset Council

Putting customers first by unifying five separate service organizations and empowering frontline teams

EMEA

Bankaya

Bankaya improves contact rate and account recovery

LATAM

Schneider Electric

Transforming customer experience while optimizing operational efficiency worldwide

EMEA

GSG

Displaying the way to higher engagement, better experience and greater revenue

QBE

QBE ignites customer experience evolution with Genesys Cloud

APAC

Alight Solutions

Alight Solutions elevates highly personalized interactions worldwide

Canadian Red Cross

Connecting the nonprofit donation journey

Lighthouse Works

Maximizing talent pools

Nuuday

Digital CX innovation at scale

EMEA

The University of Texas Rio Grande Valley

Putting student well-being first

Stanley Steemer

Removing deep-down experience inhibitors

TechStyleOS

Native digital shopping by design

BancoEstado

Boosting customer satisfaction and productivity with a cloud solution

LATAM

Sage France

Empowering digital superheroes

EMEA

Coca-Cola Bottlers’ Sales and Services

Quenching the thirst for innovation

Pluxee

Personalizing customer care

EMEA

Cathay Pacific

Elevating lifetime relationships with an innovative customer experience platform

APAC

Humm Group

Scaling CX operations with one consolidated system

APAC

SV Gruppe

Accelerating the digital future

EMEA

Blibli

Orchestrating a high-tech, high-touch online shopping experience

APAC

Farmers Mutual Group

Delivering exceptional experiences from the comfort of home

APAC

Rabobank

Pioneering conversational banking

EMEA

Spark

Sparking a better customer experience

APAC

Bitkub Exchange

Bridging the cryptocurrency gap with an all-in-one customer experience platform

APAC

Independent Health

Empowering a member-first culture

DKV

Omnichannel customer service at its best

EMEA

Eni Plenitude

Frictionless customer-first care

EMEA

Helpline

Empowering remote work and digital innovation

EMEA

Tuhu

Revving up a great customer and employee experience

APAC

Xiaomi Corporation

A global deployment to deliver consistent experiences

APAC

Edenred Brazil

Cloud contact center transforms customer service

LATAM

Uplift Inc.

Creating memorable vacations

Heineken Mexico

Transforming the customer and employee experience

LATAM

Metergy

Making changes for maximum impact

O2E Brands

From ordinary to exceptional customer experience

Tokopedia

Winning the hearts of customers and sellers across thousands of islands

APAC

Service NSW

There during the toughest times

APAC

Grupo Vanti

Digital transformation provides a 360-degree view

LATAM

Dolfi1920

Pushing passenger experiences to new heights

EMEA

Utility Warehouse

Delivering on the promise of personalization

EMEA

Aeroporti di Roma

Driving strategy towards customer and business benefits

EMEA

ACEA

Embracing digitalization by going beyond the phone

EMEA

BetFlag

Agile customer management with a scalable cloud solution

EMEA

Sicredi

Brazilian bank invests in cloud contact center for scalability and innovation

LATAM

DenizBank Financial Services Group

Building proactive banking models

EMEA

Woolworths

Conversational AI ingenuity

APAC

See Tickets

Ticketing leader transforms service with AI

EMEA

Probe Group

Transforming customer and employee experience

APAC

Presbyterian Healthcare Services

Managing from a distance

CarGarantie

Customer-centric all the way

EMEA

Woolworths Finance Shared Services

Blended cloud and RPA transformation

APAC

DNB

Digital-first banking in critical times

EMEA

Xerox

Achieving ambitious business outcomes faster

Localsearch

Empowering business continuity in a crisis

APAC

Twiddy & Company

Making vacations even more memorable

Digicall Assist

Delivering superior CX at the roadside

APAC

NatWest Group

Enhancing customer experience with digital

EMEA

Countdown New Zealand

Retail giant unlocks growth with cloud

APAC

Banco Bolivariano

Omnichannel chatbot enhances customer-centricity

LATAM

FCT

Invested in superior customer experience

Siemens Healthineers

Harmonizing customer experience around the globe

EMEA

Matmut

Building loyalty among policyholders

EMEA

Co-op Group

Accelerating business transformation

EMEA

Multilaser

Reaching a new level of customer service

LATAM

Nexon Asia Pacific

Transforming a workforce for the digital age

APAC

Utilita

Finding self-service success

EMEA

State of Iowa

Elevating the resident experience with AI

Atomy

Accelerating global expansion with cloud

APAC

CarTrawler

Fueling the world’s leading B2B ground travel platform

EMEA

Arvato

Gaining an edge with a cloud-first strategy

EMEA

Seyco

Digital transformation and innovation reshape collection model

LATAM

Inter

Setting new service standards

LATAM

3 Denmark

Uniting sales and customer service

EMEA

Aioi Nissay Dowa Insurance

Treating customers as valued guests with an end-to-end cloud solution

APAC

Astellas Pharma Inc.

Strengthening customer experience and operational excellence

APAC

PATLive

Resetting for remote customer experience management

Tokio Marine Management Australasia

Delivering superior customer experience with leading cloud technology

APAC

Conrad Electronic

Fast cloud rollout supports personalized customer service

EMEA

Brighton and Hove Albion Football Club

Building closer bonds

EMEA

Banco Solidario

Crafting a better experience across channels

LATAM

Universal Assistance

Omnichannel innovation and high-quality service in critical times

LATAM

Carestream Dental

Delighting customers and engaging employees

Dental Axess

AI-powered visibility and collaboration

EMEA

Ilumno

Transforming online higher education through the cloud

LATAM

Paul Hartmann

Cloud enables cross-border contact center communication

EMEA

American Heart Association

Driving innovation and cost savings with a custom cloud solution

Deutsche Glasfaser

Connecting the country through digitization and broadband

EMEA

Field Management Ireland

Matching hot leads with top performers

EMEA

Telefoonaanname.nl

Maintaining strong client connections with cloud

EMEA

FirstCare

Building top-class HR support services

EMEA

Pihlajalinna

Putting patient needs first

EMEA

NSW Department of Communities and Justice

Agile cloud solution empowers agents to provide same-day customer outcomes

APAC

Bolsa de Valores de Colombia

Omnichannel integration creates a premium customer experience

LATAM

Legrand

Adapting service for all buying journeys

EMEA

Round Room

Mobile retailer transforms operations with an all-in-one cloud platform

ConTe.it

Fast tracking
time to value

EMEA

Cegid

Cloud deployment assures client focus and employee safety

EMEA

Edenred Mexico

Boosting business results through innovation

LATAM

UNITEC

Going digital to provide an omnichannel experience

LATAM

Entel

Perfecting cognitive AI customer experience

LATAM

Carglass

Improving the customer experience and boosting profits

EMEA

TSB Bank

Enabling a cloud-powered future

APAC

Fonterra

Personalization, innovation and agility with cloud technology

APAC

BIS Contact Center

Fast migration to the cloud to grow 10x more

LATAM

Bank Millennium

Standing up to every challenge

EMEA

eco24

Positioned for growth and innovation with cloud

EMEA

Singapore Airlines

Personalizing the online travel experience

APAC

Bank OCBC NISP

Holistic customer engagement in a mobile-first world

APAC

SITA

Contact center innovation sees productivity take off

EMEA

JPIMedia

Bringing cloud innovation to advertising

EMEA

Vivo

Cognitive interaction improves customer experiences

LATAM

CallPageboy

Reinventing customer experience in the cloud

EMEA

Western Governors University

Personalizing the student learning experience

Ethiopian Airlines

Business transformation and continuity during a pandemic

EMEA

Cetelem

A journey to digitization

LATAM

FE CREDIT

Fast, easy lending to millions of unbanked customers

APAC

BARMER

BARMER builds a user-friendly digital front door

EMEA

Lyreco Group

Building the business around customers

EMEA

NSPCC

Protecting millions of children from abuse

EMEA

Housing Direct

Swapping IT complexity for autonomous customer experience innovation

APAC

VIPKid

Transforming online education experiences

APAC

Feros Care

Enabling bolder living through the cloud

APAC

Ignite Travel Group

Taking customer experience to the cloud and mobilizing for international expansion

APAC

Pentafon

Transforming customer and employee experiences for bottom-line benefits

LATAM

Gaitame.com

Shifting to cloud incites contact center transformation

APAC

Fine-tuning AI for natural speech

LATAM

Fremtind Service

Steering toward innovation in the public transport sector

EMEA

TOT Public Company Limited

Embracing the power of cloud and AI

APAC

Leroy Merlin

Full control, flexibility and scalability in the cloud

EMEA

BBVA Argentina

Optimizing customer experience through cloud technology

LATAM

QuinStreet

Unleashing performance marketing with cloud techonology

LATAM

MyBudget

Delivering extraordinary omnichannel connectivity

APAC

Ping An Insurance

Delivering seamless omnichannel customer experience

APAC

Kiwi.com

Keeping the travel industry on the move

EMEA

Nahdi Medical Company

Empowering the community pharmacy

EMEA

Paipaidai

Innovating in the new financial industry

APAC

Sureway

Cloud solution creates scalability to match changing demand

APAC

Dutch Lottery

Applying a functional, flexible platform to increase customer satisfaction

EMEA

Company Nurse

Better experiences and ROI with composable CX

Lenovo

Creating an exceptional customer experience with unified omnichannel systems

APAC

Affin Bank

Delivering outstanding experiences and optimizing business performance

APAC

Lowell Norway

Perfecting credit management services

EMEA

The First MicroFinanceBank Limited

Pakistani bank bridges the social and economic divide

EMEA

Saga

Unlocks business insights to improve sales performance and customer satisfaction

EMEA

Orient Bank

Creating winning customer experiences

EMEA

Westpac New Zealand

Building an elite services company

APAC

A1

Business rules change the game for A1

Actavo

Empowering customer experience heroes

EMEA

tel-inform

Customer service provider with long history transforms into a digital service champion

EMEA

Swisscard

Building loyal relationships that drive business growth

EMEA

Falabella

Provides an innovative multichannel customer experience

LATAM

Banorte

Simplifies their contact center to deliver superior customer service

LATAM

Vodafone

AI-based unified digital messaging amplifies the customer experience

EMEA

Welsh Water

Makes their customer experience vision a reality

EMEA

Groupama

Moving closer to clients

EMEA

New Zealand Ministry of Justice

Increases efficiencies and collects more outstanding fines

APAC

Marks & Spencer

Joined-up shopping experience keeps the focus on customers

EMEA

Australia Post

Creates personal relationships with customers

APAC

iiNet

Listens to the true voice of the customer

APAC

Bupa Australia

Delivers customer-led transformation

APAC

eFinancial

Redesigning the life insurance experience

Home Credit China

Manages the growth and consistency of great customer experience

APAC

City of Helsinki

Shaping public services around citizens’ needs

EMEA

Swisscom

Delivering on innovative ideas and a passion for customer experience

EMEA

ICICI Bank

Transforms their customer experience with Genesys

APAC

Inland Revenue New Zealand

Simplifies customer interactions with the Genesys solution

APAC

Datamétrica

Transforming service operations for dramatically improved results

LATAM

Quicken

Meeting all customer experience needs with a flexible, scalable cloud solution

Vivonet

Cloud solution delivers superior tech support to customers

Proximus

lifts efficiency and optimizes service business

EMEA

Telefónica Chile

Transforms the customer experience through operational efficiency

LATAM

Diabetes Victoria

Diabetes Victoria boosts contact centre capacity with Genesys in partnership with QPC

APAC

Al Romansiah

Serving up fine food with an unbeatable customer experience

EMEA

Rapid Financial Solutions

Growing financial services company improves customer service and agent satisfaction

K-Electric

Making a contact center transformation Shine

EMEA

Rose-Hulman Institute of Technology’s AskRose Homework Help

AskRose Homework Help improves the student experience through the Genesys Cloud platform

Cleartrip

Cleartrip streamlines customer experience with self-service options

APAC

Optimind Winter

Cloud-based platform eliminates customer experience risk

EMEA

Nordea Bank

Nordea Bank innovation grows digital connections, enabling customers to make contact on their terms

EMEA

Axis Bank

Improved customer experience and sales productivity

APAC

RCB

Revenue recovery firm achieves pinpoint accuracy

LATAM

Enel

Raising the bar on contact center performance

EMEA

DWP

Contact center transformation puts focus on citizens

EMEA

Banca Mediolanum

Offering better customer experience through innovation

EMEA

Bouygues Telecom

Uniting digital customer journeys

EMEA

L’olivier

Cloud clears way for innovation

EMEA

Cielo

Cielo jumpstarts a channel revolution with Genesys

LATAM

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Customer stories

Prvidr

Hexaware

Western Sydney University

APM

Coca-Cola Bottlers’ Sales and Services

Rainmaker

PATLive

Schneider Electric

Narayana Health

Woolworths

Singapore Airlines

QBE

Nexon Asia Pacific

Kiwibank

Localsearch

Lenovo

Fonterra

Digicall Assist

Countdown New Zealand

Atomy

Affin Bank

Astellas Pharma Inc.

Aioi Nissay Dowa Insurance

National Domestic Violence Hotline

Eesti Energia

PureGym

Uplift Inc.

Unisys

Beyond Bank

Electrolux Group

Aeromexico

Anglicare Sydney

Security Bank

Arvig

Maxicare

Virgin Atlantic

Tata CLiQ

Robinhood

Maximus

Northumbrian Water

BPHA

AdaptHealth

Etraveli

B&O Service

Missouri Department of Social Services

Probe Group

Cathay Pacific

Blibli

Humm Group

DKV

Rabobank

Spark

Farmers Mutual Group

Tuhu

Bitkub Exchange

Tonik Digital Bank

Xiaomi Corporation

Service NSW

Tokopedia

DNB

Fanatics

Prvidr

Odity

Grupo Sabin

IONOS

Digital Dialog

Hexaware

City of Clearwater

RedSalud

BAC

O.phon

King Price Insurance

Pluxee Romania

Modivcare

APM

Benify

Fibrus Networks

Kiwibank

The Trevor Project