FCT

FCT seamlessly moved to the Genesys Cloud™ platform during a monumental shift in the way it does business. By processing transactions in the cloud, FCT can recognize customers before accepting their calls.

The real estate tech and title insurance company uses support for chat, PCI compliance and Salesforce integration, along with built-in workforce management capabilities. This allows the company to provide a more accurate and efficient level of service to its customers.

Customer story highlights

• Improved routing, reporting, workforce management and system integration
• Ensured data sovereignty and compliance
• Stress-free platform rollout
• Achieved the highest quarterly volume in company history
• Reduced call triage time
• More accurate and efficient resource management