Case Study: Lighthouse Works achieves a 35% drop in call abandonment with Brightmetrics

Lighthouse Works cuts call abandonment by 35% with Brightmetrics

Lighthouse Works, a non-profit BPO and contact center management social enterprise, faced operational challenges after upgrading to Genesys Cloud, as the new platform lacked the advanced real-time analytics needed to fine-tune agent performance and achieve a dynamic operational environment. Seeking to enhance efficiency and customer experience, they turned to Brightmetrics for a solution.

By fully integrating Brightmetrics into their Genesys Cloud framework, Lighthouse Works gained cohesive real-time operational insights through intuitive dashboards and advanced analytics. This implementation by Brightmetrics led to remarkable results, including an 11.22% increase in agent productivity, a 28.81% reduction in average handle time, and a 35.19% decrease in call abandonment rates, significantly boosting their operational efficiency and mission-driven service delivery.

Lighthouse Works