Case Study: Optimind Winter achieves improved customer experience and agent efficiency with Genesys PureCloud

Cloud-based platform eliminates customer experience risk

Optimind Winter, a leading French risk-management firm, relied on its contact center to deliver specialist support to insurers and banks but was held back by an aging, hard-to-maintain telephony system. Unreliable connections led to missed calls, supervisors lacked real-time visibility, and the center was strained by growing demand for digital, omnichannel customer journeys—pressing the company to improve customer experience and simplify IT management.

With partner Coverage Communications, Optimind Winter migrated to the cloud-based Genesys PureCloud, adding chat, video and desktop sharing while enabling real-time queue management and easier knowledge sharing. The result was uninterrupted service, faster agent adoption and measurable gains: 90% of interactions completed in five minutes (up from 75%), 18 million monthly cross-channel contacts handled centrally, 86% of customers routed to the best agent within seconds, a 10-second average hold-time reduction and a 50% cut in IVR handling time, leading to fewer complaints and plans for further CX innovation.

Optimind Winter

Thibaud Hager

Director of Employee Benefits