Case Study: Benify achieves a unified customer experience with Genesys CX Cloud and Salesforce

Boosting efficiency through unified CCaaS and Salesforce CRM

Benify, a global employee engagement platform provider, needed to modernize its customer service for a 20-person team spread across five European countries. The company wanted to replace legacy PBX phone systems with omnichannel communications, real-time data, and an easier way for agents, team leaders, administrators, and developers to work across service channels using Genesys and Salesforce.

Genesys delivered CX Cloud from Genesys and Salesforce, a no-code integration that unified the contact center and CRM in about four hours. The solution gave Benify a single 360-degree customer view and streamlined data, bots, and channels, helping cut time to resolution by 20% while reducing open tabs and screen switching for agents.

Benify

Philip Hagenfeldt

Commercial System Lead