Stepping up CX with AI excellence

No looking back

As the country’s leading outsourcer, Rainmaker is a shining example of the unique advantages Finland offers to clients looking for high-quality services and technological innovation. Expertly managing
15 million omnichannel interactions annually, Rainmaker helps clients update their customer service, as well as field and telesales strategies assisted by digital and AI innovation.

“We originally implemented Genesys Cloud so we could quickly pivot to remote working during the pandemic, and haven’t looked back since,” said Henri Forss, Sales and Development Director at Rainmaker. “We felt Genesys had the best and most future-proof platform. And we learned loads from Genesys Professional Services, who made sure our first client migration went very smoothly.”

Creating unique selling points

Connecting nine offices in Finland and one in Spain, Genesys Cloud ensures 250 agents manage inbound, outbound, chat and email communications with total efficiency. That’s underpinned by Genesys Cloud Predictive Routing, which leverages AI to analyse hundreds of data points to detect patterns and connect contacts with the agents most likely to provide the best outcomes.

“The technology speaks for itself, but the value of our partnership with Genesys goes way beyond that,” said Forss. “It’s about strong collaboration, experimentation and the willingness to jointly develop exciting client propositions — helping Rainmaker stand out through differentiated experiences with high-performing bots and predictive routing, for example.”

Rainmaker was the first Finnish outsourcer to offer AI solutions for both customer service and sales. Other results achieved during the first year of deploying Genesys Cloud include a 25% overall increase in agent efficiency, a 28% increase in FCR and a 15% decrease in AHT. And the company realised a 20% cost savings, a 4% increase in customer satisfaction and up to 115% sales uplift for one client.

Better positioned to win new business

Previously, when bidding for new contracts, Rainmaker didn’t always find it so easy to fully satisfy tender requirements due to limitations with its other contact center solutions.

“Clients often specify which systems they want our agents to use, along with other requirements like CRM, ERP and knowledge base integrations, which can all be bid showstoppers,” said Petteri Reponen, Business Manager at Rainmaker. “The Genesys Cloud open APIs and AppFoundry Marketplace make things so much easier. So, there’s less chance of losing out and more chance of winning new business.”

Empowering agents to work using one single interface — and being able to physically show clients the advantages — is a massive advantage. It’s one that’s significantly bigger, thanks to the addition of nine new apps and integrations from the Genesys AppFoundry.

Turning ideas into solutions

As the Genesys Cloud user count has grown to 250 agents, the company’s innovation plan continues to accelerate.

As one of Finland’s early adopters of Genesys Cloud Workforce Engagement Management, Rainmaker was already bringing AI-driven automation to forecasting, scheduling, agent assistance and knowledge base. The company will soon support the rollout of gamification and scorecards once sales data can be used with the solution. Also on the horizon are copilot and voice transcriptions to help make the agents’ work more efficient. And ready-made AppFoundry solutions will enable quick integrations with other systems.

“We’re currently developing a voicebot with Finish language support to help a client improve their newspaper distribution,” concluded Reponen. “It’s a simple idea that would not have been on the table before.”