Case Study: Auto Trader achieves cloud contact center transformation with Genesys

Auto Trader - Customer Case Study

Auto Trader, the UK’s largest digital automotive marketplace, needed to replace legacy contact center systems that were creating a disjointed customer experience and making it difficult for 300 agents and supervisors to manage more than 60,000 monthly calls. The company also lacked a full customer view and effective real-time reporting, so it looked for a cloud contact center solution and chose Genesys Cloud AI-Powered Experience Orchestration.

Genesys helped Auto Trader complete a self-implemented cloud migration over six months, including the challenging period of remote work during lockdown. The result was a more unified customer, agent, and IT experience, with several old systems retired, improved data and decision-making, and greater flexibility to add or change features as needed.

Auto Trader

Mike Braid

Head of Enterprise IT