Case Study: Brighton & Hove Albion Football Club achieves 30‑minute daily productivity savings and unified omnichannel support with Genesys Cloud CX (Genesys)

Brighton & Hove Albion Football Club - Customer Case Study

Brighton & Hove Albion Football Club, a Premier League club serving 30,000+ fans at the Amex Stadium, needed to modernize its small support services team (five full‑time and up to 20 flex agents). Using a legacy on‑prem system and hard desk phones, the club had limited visibility into agent performance, lacked key functionality and remote‑working capabilities, and wanted to accelerate its move to the cloud to boost the agent and supporter experience.

Working with partner Foehn, the club rolled out Genesys Cloud CX™ to unify voice, email and webchat and add inbound/outbound and integrations. The change delivered ~30 minutes of daily productivity savings per agent, launched the first Premier League club chat service, improved reporting and quality assurance, raised staff morale and development, enabled 4,500 calls to vulnerable supporters in three months, and helped raise £371,000 for local charities.

Brighton & Hove Albion Football Club

Brian Kearney

Digital Systems Project Manager