Case Study: bpost (Belgian Post Group) achieves rapid, flexible IVR and intelligent call steering with Genesys App Automation Platform

Bpost chooses Genesys app automation platform solutions

bpost, Belgium’s leading postal operator, faced a need to respond quickly to changing operational conditions, inform customers about service impacts, and introduce intelligent call steering and self‑service—requirements their inflexible, bespoke IVR could not meet without lengthy IT involvement.

Working with NextiraOne, bpost deployed the Genesys App Automation Platform in six weeks, enabling business users to make real‑time IVR changes, personalize customer journeys and run A/B tests. The new solution improved routing and customer communication (e.g., rapid pension notices), reduced IT dependency and contact‑center volumes, sped up pilots and deployments, and delivered clear operational and cost benefits.

bpost

Wim De Groeve

Operations and Organization Manager