Case Study: Best Buy Canada achieves 20% lower operational costs with Genesys Cloud

Best Buy Canada realizes a 20% reduction in operational costs with Genesys Cloud

Best Buy Canada needed a more efficient way to manage customer interactions and improve agent productivity across multiple systems. Working with Genesys and its Genesys Cloud platform, the retailer wanted to streamline operations, reduce handle time, and support better customer experiences while lowering costs.

Genesys implemented a unified, AI-powered customer experience platform with natural language IVR, virtual agents, Agent Assist, workforce and quality management, predictive routing, and Intent Miner. As a result, Best Buy Canada achieved a 19% decrease in average handle time, a 40% reduction in call transfers, and a 20% reduction in overall operating costs, while also improving training, scheduling, and service efficiency.

Best Buy

Mick Robinson

Director of Customer Care