Case Study: Camden Property Trust achieves 24/7 streamlined customer service and faster maintenance resolution with Genesys PureConnect and Interaction Process Automation

Camden Property Trust deploys Genesys Interaction Process Automation

Camden Property Trust, a large publicly traded multifamily REIT, needed to maintain its high standard of fast, knowledgeable customer service but had outgrown a specialty contact center system. The company required greater functionality, customization and scalability—specifically the ability to automate and reliably manage maintenance requests and provide in-house 24/7 service.

Working with AVDS, Camden implemented Genesys PureConnect and Interaction Process Automation (IPA), integrated with its property management and CRM systems and backed by workforce optimization. The solution automated maintenance workflows and escalation rules, enabled agents to give ETAs and log interactions, captured prospect data directly into CRM, and expanded IVR/self-service options—resulting in faster, more accurate service, improved service quality and a clear competitive advantage.

Camden Property Trust

Alison Hall

Director