Case Study: Audika achieves faster, more efficient customer care with Genesys Cloud CX

Audika boosts customer satisfaction to 92% with Genesys

Audika, a hearing care provider, faced challenges with fragmented multichannel customer engagement, high agent workload, and extensive after-call work that hindered its ability to scale operations while maintaining quality. To address these issues, Audika partnered with vendor Genesys to implement the Genesys Cloud CX platform.

Using the AI-powered capabilities of the Genesys solution, including Agent Copilot and Supervisor Copilot, Audika streamlined customer interactions. This implementation resulted in a 67% reduction in after-call work, a 20% increase in appointments booked per hour, and a rise in customer satisfaction to 92%, significantly boosting both efficiency and customer experience.

Audika