Case Study: Actavo achieves 100% uptime and faster customer response with Genesys PureCloud

Actavo transforms the contact center into a cloud-based business growth enabler

Actavo is a UK provider that manages critical field and customer support services for telecom, energy and public-sector clients, with about 500 field staff and 100+ contact center agents. Facing end-of-life contact-center infrastructure and rapid growth, Actavo needed a painless, six-week migration to a scalable cloud platform to turn its contact center into a business growth enabler.

Actavo migrated to the Genesys PureCloud platform (implemented by Wren Data), using inbound, outbound, self-service, automation and workforce-optimization features to streamline operations. Since going live they’ve seen 100% uptime, ~80% of calls answered within 20 seconds, under 5% abandonment, higher agent productivity and more efficient outbound campaigns—while gaining the ability to scale and add channels quickly.

Actavo

Alexander Barr

Customer Services Director