Case Study: Dental Axess achieves 24/7 omnichannel support and saves 1.5 workdays/week with Genesys Cloud CX

AI-powered visibility and collaboration

Dental Axess is a global market leader in digital dentistry with teams across Australia, New Zealand, Europe and North America. The company struggled with isolated VoIP systems, inefficient handovers, language barriers and limited after‑hours contact options, which hurt collaboration and customer satisfaction and obscured key performance metrics.

By implementing Genesys Cloud CX (with partner TechneValue) Dental Axess unified phone, email, WhatsApp, web chat and social channels on a single desktop, created one global support queue and launched an AI chatbot for 24/7 basic handling. The change saved about 1.5 workdays per week across the team, enabled an overnight shift to remote working, delivered 100% call answering and much better visibility into service metrics — improving productivity and customer experience.

Dental Axess

Patricia Zoller

Marketing Manager