Case Study: Deutsche Glasfaser Wholesale GmbH achieves rapid customer‑service modernization and real‑time reporting with Genesys Cloud CX (Genesys)

Connecting the country through digitization and broadband

Deutsche Glasfaser, a nationwide FTTH fiber‑optic provider driving broadband expansion in rural Germany, needed to modernize its contact‑center infrastructure. About 95% of daily inbound calls were routed through a third‑party telephony system, preventing centralized control, flexible routing and integration of multiple service providers — so the company sought a new solution to regain control and scale quickly.

In a 14‑day pilot and three‑month rollout with Genesys partner Damovo, Deutsche Glasfaser deployed Genesys Cloud CX to centralize routing, CTI/customer recognition, NPS surveys and real‑time reporting for 340 agents. The cloud platform delivered immediate gains in efficiency, flexibility and transparency, let teams add call flows and features themselves, enabled outbound campaigns and set the stage for adding email and messaging channels while providing scalable, self‑operable telephony on SIP trunks.

Deutsche Glasfaser Wholesale GmbH

Niklas Bone

Business Analyst