Case Study: DAMAC cuts agent interactions by 46% with Genesys Cloud

DAMAC decreases agent interactions by 46% with Genesys

DAMAC, a luxury real estate development firm, sought to provide a seamless and luxurious customer experience. The company turned to the Genesys Cloud platform from vendor Genesys to help orchestrate optimal customer journeys in real time and empower its associates.

By implementing the Genesys Cloud platform, DAMAC utilized core features including speech analytics, quality management, workforce engagement management and bots. This solution from Genesys yielded significant improvements, contributing to a 4% increase in answer rate, a reduction in call abandon rate, and a 46% decrease in interactions handled by associates since launching bots.

DAMAC