Case Study: Red Hat achieves a unified global cloud contact center and 10% faster handling with Genesys Customer Experience Platform

Connecting Global Support in the Cloud with the Genesys Customer Experience Platform

Red Hat, a global open‑source software leader with 8,000+ employees in 30 countries, faced fragmented, legacy contact center systems that required manual call rerouting, disrupted capacity planning, and left them without true business continuity or the agility to support rapid growth.

By moving to the Genesys Customer Experience Platform and Workforce Planning in the cloud, Red Hat created a unified global voice queue, real‑time routing and Salesforce integration so agents receive screen pops and customers are routed to the best or last‑assigned engineer. The change delivered stronger redundancy and faster failover, a 10% reduction in handling time (with 15% of calls routed to the last engineer within three months), improved staffing efficiency, lower costs and better agent work‑life balance.

Red Hat

Lee Congdon

CIO, Red Hat, Inc