Case Study: CAPITAL Card achieves performance boost and unified multichannel contact center with Genesys PureConnect

CAPITAL Card Services gets performance boost with all-in-one communications software

CAPITAL Card Services, a servicer of MasterCard and Visa accounts serving about 500,000 cardholders, operated 200 contact center agents across two South Dakota sites and handled roughly 500,000 inbound calls per month. The company relied on multiple incompatible telephony systems that hampered upgrades, reporting, call recording and the ability to scale into new channels or additional contact centers.

CAPITAL deployed Genesys PureConnect, an all-in-one IP contact center platform providing multichannel routing, IVR, recording, monitoring, analytics and workforce optimization. The unified solution simplified rollouts, enabled call recording for coaching and client validation, improved reporting and supervisor coaching time, and gave CAPITAL a scalable, cost-effective foundation for adding channels and expanding operations.

CAPITAL Card

Jill Point

Senior Vice President