Case Study: De Persgroep achieves efficient, measurable customer service with Genesys PureConnect

De Persgroep - Customer Case Study

De Persgroep, a leading publisher in the Netherlands, needed a scalable way to connect a customer service team that had doubled in size and locations after merging with Wegener in 2015. To handle millions of newspaper-related contacts across its operations, the company chose Genesys PureConnect to create one virtual contact center and improve efficiency and measurability.

Genesys implemented PureConnect with inbound, outbound, and digital capabilities to unify service on one open platform. The result was faster first-contact resolution, shorter queue times, better visibility into agent performance, and increased customer satisfaction, with 85% of customer interactions automated.

De Persgroep

Michael Waalwijk

Product Owner Ominchannel Squad