Case Study: Cegid achieves greater customer satisfaction and business continuity with Genesys Cloud

Cloud deployment assures client focus and employee safety

Cegid, the French SaaS provider, needed to replace aging, disparate on-premises contact center systems to improve customer support, agent flexibility, and business continuity. Its legacy setup made it hard to optimize calls, connect back-office systems, and deliver a consistent customer experience.

Genesys implemented Genesys Cloud for Cegid, enabling ticketing integration, call flow optimization, real-time reporting, and better KPI visibility. The results included 400 agents moved to remote work in 48 hours with near-zero customer impact, a 57% reduction in IVR numbers, nearly 10% higher customer satisfaction, and a 20% improvement in SLA performance.

Cegid

Thierry Galvagni

CIO