Case Study: Bosch Service Solutions achieves 70% more inbound calls and 40% more email processing with Genesys PureEngage

Bosch Service Solutions gives customers the leading-edge digital services they expect

Bosch Service Solutions, a global customer-service unit of Bosch with 9,000 employees across 27 locations supporting 35 languages, faced aging contact-center systems that lacked scalability, reliability and the digital capabilities customers now expect (chat links, video onboarding, mobile claims). With growing service scope and up to 800 daily routing strategies, Bosch needed an integrated, high-performance platform to maintain quality across channels.

Bosch implemented the Genesys PureEngage platform, rolling out inbound, outbound and email and quickly adding chat, SMS, callback and social media. The upgrade supported ongoing 15% annual growth and delivered strong results: inbound calls up 70%, outbound calls up 20%, email handling up 40%, and a 15% increase in routing rules—while enabling next steps like chatbots, AI, RPA and IoT-driven predictive maintenance.

Bosch Service Solutions

Jörg Fischer

Technical Vice President