Case Study: Aterian achieves 65% lower TCO and better service levels with Genesys Cloud CX

Aterian cuts tech TCO by 65% with Genesys

Aterian, a retail consumer products company, faced challenges with a fragmented customer support infrastructure that made it difficult to handle complex service requests for thousands of products across different channels. They needed to consolidate platforms, add a voice channel, and improve agent engagement without increasing headcount. To address this, they implemented the Genesys Cloud CX platform from vendor Genesys.

Using the Genesys Cloud platform, Aterian integrated its own AI capabilities with Genesys tools like Agent Copilot to empower agents with real-time intelligence and automate responses. The solution from vendor Genesys resulted in a 65% reduction in total cost of ownership, a 30% increase in service level agreement achievement, and a 7% improvement in average email handle time. Agent satisfaction also increased by 33%.

Aterian