Case Study: We’re Out Of Office (Wooo!) improves customer experience and handles surge demand with acrinax and Genesys Cloud

We’re Out Of Office (Wooo!) - Customer Case Study

We’re Out Of Office (Wooo!) is a contact centre operational consulting and BPO provider that needed to help one of its clients respond quickly to a surge in customer demand during the Covid crisis. With in-house resources under pressure, demand at record levels, and customer experience suffering across multiple channels, Wooo! turned to acrinax and Genesys Cloud to find a faster, more flexible operating model.

acrinax implemented a secure, cloud-based Genesys Cloud solution with omni-channel routing, AI self-service, workforce management, and remote working support, enabling Wooo! to build a highly flexible team tailored to the client’s contact patterns. The result was a more scalable and integrated model that balanced demand with supply, improved workforce engagement, and helped protect customer experience while giving the client a cost-effective way to manage peaks and troughs.

We’re Out Of Office (Wooo!)

Alex Marples

Co-founder