Case Study: a national non-profit organisation improves contact centre efficiency with Designpluz’s HubSpot and Genesys Cloud integration

National Non-Profit Organisation automates thousands of daily calls with Designpluz

A national non-profit organisation faced operational inefficiencies in its contact centre, which handled thousands of daily calls. Its existing Genesys Cloud telephony system was not integrated with its HubSpot CRM, forcing agents to manually search for caller information during live calls and log details laboriously afterwards. Designpluz was engaged to address this challenge.

Designpluz developed a custom cloud integration on Microsoft Azure to seamlessly connect Genesys Cloud and HubSpot. The solution automatically matches incoming calls to HubSpot contacts in real-time, provides agents with full customer history, logs call details, and enriches records with AI-powered transcription. This integration allowed the contact centre to operate more efficiently with less manual data entry, significantly improving agent response times and ensuring accurate call documentation.