Case Study: Xiaomi achieves consistent global customer service and improved CSAT with Genesys Cloud CX

A global deployment to deliver consistent experiences

Xiaomi, a fast-growing global tech company serving millions across 23 markets, faced a major CX challenge: scaling a unified, multilingual customer service operation with real-time visibility, compliance controls and access to voice recordings. Rapid traffic growth exposed gaps in agent scheduling, call monitoring, data sharing and the ability to analyze calling patterns across regions.

By deploying Genesys Cloud CX globally, Xiaomi created a language-based contact center with remote agent support, real-time monitoring, automated call recording and seamless Salesforce and Microsoft Dynamics integrations. The rollout—covering 13 contact centers and routing calls across multiple locations—cut average handle time by 10%, improved CSAT by 1.8%, boosted pickup/SLA performance by about 5%, and delivered a consistent, more efficient global service operation.

Xiaomi

Wang Chuanpeng

International Services Product Director