Case Study: Cendris achieves a 70% reduction in agent hours and improved customer satisfaction with Genesys PureConnect

Customer service provider partners with Genesys to increase business efficiency and customer satisfaction

Cendris Customer Contact, a call-center operator with offices in the Netherlands and Germany, provides inbound and outbound customer contact services focused on improving customer satisfaction. Faced with siloed systems, limited business intelligence, inability to route calls by agent skill and overall inefficiency, Cendris needed a best-in-class call center solution.

Cendris implemented Genesys PureConnect, a fully integrated platform that enabled skill-based routing, deeper data mining and an automated dialer; the dialer reduced agent hours by 70%, while the unified solution improved business efficiency and increased customer satisfaction scores.

Cendris

Freek Weijtens

Director of Strategy & Innovation