Case Study: PPDAI Group achieves 20% productivity gain and unified omnichannel customer experience with Genesys PureEngage

Customer service center unification optimizes customer experience to raise revenue and productivity at Paipaidai

PPDAI Group (Paipaidai), one of China’s leading digital consumer finance platforms serving over 82 million users, faced scaling limits as loan volumes surged. With more than 2,000 agents across four sites, legacy contact centers strained payment collections, omnichannel support and compliance needs, constraining growth and efficiency.

Paipaidai upgraded to the Genesys PureEngage platform, integrating an advanced CRM and consolidating channels (inbound, outbound, email, SMS, webchat) onto a single agent desktop. The unified, automated omnichannel solution improved agent efficiency, boosted productivity by 20%, enhanced outbound capacity and risk management, reduced operating costs and positioned the company for AI-driven innovations.

PPDAI Group

Cheng Lei

Senior IT Manager