Case Study: Amica achieves a 12% increase in service levels with Genesys Cloud CX

Amica lifts service levels by 12% with workforce engagement management

Amica Insurance needed greater visibility into data and resources while continuing to improve customer experience across its contact centers. To support this, Amica moved from Genesys PureConnect to the Genesys Cloud CX platform, including Workforce Engagement Management, to modernize service delivery, resource planning, and performance management.

Genesys implemented a phased cloud migration with professional services support, zero downtime, and integrated tools like Salesforce and Parlance. As a result, Amica saw service levels rise by up to 12%, with lower queue times, faster handling, improved forecasting and scheduling, and innovation cycles reduced from months to weeks.

Amica