DCX Use Cases

Here you will find use cases from practice:

Intelligent omnichannel contact routing – Etraveli Group

Customer experience is moving in the right direction at Etraveli Group. Now, 2,800 customer service agents handle queries much more efficiently using the Genesys Cloud® platform. Along with a 15% productivity gain and 10% cost savings, the company has removed integration challenges and can see into its outsourced operations. Meanwhile, Genesys enables Etraveli Group to tightly orchestrate connected experiences. For example, it uses speech and text analytics to quickly identify and switch customers to channels with the highest resolution rates, such as chat and virtual assistants.

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Voicebot as concierge – Saga

The insurance company analyzes voice interactions to determine whether the caller is inclined to take out supplementary insurance or extend their existing tariff. The AI-based routing uses these insights and forwards the interaction to employees who specialize in sales in these business areas.

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Customer Experience Tracking – Eesti Energia

Standardizing on the Genesys Cloud™ platform, Eesti Energia has unified its contact centers across five countries, while driving greener operations from a smaller IT footprint. With faster resolution of issues like billing queries, contract renewals, power issues and solar panel installation, customers always experience efficient service. Team leaders have a common dashboard and set of metrics for service-level tracking. Meanwhile, advisors spend less time searching and entering data, with the added attraction of hybrid working.

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Intelligent omnichannel contact routing – Helpline

100% of interactions are handled by voice or chatbot, without a human being being involved to categorize the requests and forward them to employees if necessary.

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Digital quality management – Coca Cola Bottlers’ Sales and Services

Coca-Cola Bottlers' Sales and Services has improved the customer experience while saving costs and IT effort by switching to the Genesys Cloud platform. Over 80% of calls are now correctly identified and routed by voicebots. In addition, the shared services organization benefits from highly efficient workforce engagement management and video chat. Results include a 12% increase in fault resolution rates, $1 million savings in technician visits and 50% savings in total cost of ownership (TCO).

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Agent Assist

The integration of Genesys and Enterprise Bot heralds the future of call center operations. Introducing Agent Assist powered by GenAI – a game-changing platform tailored to elevate the efficiency, accuracy, and security of your call center agents.

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Live-Chat – Dental Axess

WhatsApp is the preferred channel for customers to describe the problem with supporting material such as screenshots and images. This helps the technical experts considerably in solving the problem.

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Predictive Communication – Electrolux

Genesys Predictive Engagement helps Electorlux to connects the dots on website journeys by leveraging artificial intelligence and analytics to uncover visitors’ behaviors and interests — and then personalizes engagements in real time based on those insights. As the customer navigates through the website, the system recognizes when they need help finding information or making a decision and automatically offers the option to speak to an employee.

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Customer identity and access management – Raiffeisen Schweiz Genossenschaft

Customers have to authenticate themselves when talking to the service center agent by answering security questions. This interrupts the flow of the conversation, extends the duration of the call and is perceived as pain point by customers.

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