Case Study: China Comservice achieves omnichannel cloud CX, a 3% call‑abandon rate and higher customer satisfaction with Genesys PureConnect

China Comservice delivers omnichannel CX with Genesys PureConnect on cloud

China Communications Services Corporation (China Comservice) is an overseas‑listed provider of call center value‑added and BPO services for telecommunications, media and technology companies. Facing the need for a stable, flexible, easy‑to‑maintain platform that could be deployed at large scale, support remote agents and adapt to ongoing client changes, they sought an omnichannel solution that met enterprise operational demands.

Deploying the all‑in‑one Genesys PureConnect Cloud platform delivered the required stability and flexibility while simplifying maintenance and remote agent support. The implementation lowered the call abandon rate to 3%, increased customer satisfaction and reduced customer complaints, improving overall efficiency and service quality.

China Comservice

Zhang Yi

Sales Director