Case Study: Bitkub Exchange achieves scalable omnichannel CX and 8% employee productivity gain with Genesys Cloud CX

Bridging the cryptocurrency gap with an all-in-one customer experience platform

Bitkub Exchange, one of Thailand’s largest cryptocurrency platforms, grew rapidly from startup to unicorn and faced mounting customer inquiries that legacy systems couldn’t handle. The company needed to scale quickly, enable remote work, and unify multiple touchpoints (phone, email, chat, social) to maintain trusted, intuitive service as it expanded.

By deploying Genesys Cloud CX, Bitkub integrated its CRM, enabled work‑from‑anywhere operations, automated routine tasks, and gave supervisors real‑time performance dashboards. The result: a single view of customer interactions, an 8% rise in employee productivity, a 7% drop in call abandonment, improved customer satisfaction, and a scalable contact center able to support continued growth.

Bitkub Exchange

Chantika Chomchome

Chief People Officer