Case Study: Xerox achieves unified global CX and faster transformation with Genesys Cloud CX

Achieving ambitious business outcomes faster

Xerox, a global workplace-technology leader expanding into software and services, faced fragmented customer experiences across disparate legacy systems, reliability and functionality issues, and the urgent need to support remote operations during the pandemic. The company sought to standardize CX, improve service quality, and provide a consistent omnichannel experience worldwide.

Partnering with Genesys Professional Services, Xerox migrated 3,600 agents in 14 languages to a single Genesys Cloud CX platform via a 100% remote implementation, retiring seven legacy platforms. The unified, composable solution delivered stronger analytics, simplified operations, faster time-to-value, improved service quality and resilience, and the flexibility to add new capabilities and evolve customer journeys.

Xerox

Naresh Shanker

Chief Technology Officer