Case Study: Carestream Dental LLC achieves 15% faster response times, improved schedule adherence and record NPS with Genesys Cloud CX Workforce Engagement Management

Delighting customers and engaging employees

Carestream Dental, a global leader in digital dental technology that captures 2 billion images annually, supports 30+ products through 225 distributed customer care advisors. Burdened by legacy phone systems and growing IT complexity, the company needed a more agile, cloud-based contact center to improve response times, schedule adherence, customer satisfaction (NPS) and overall business continuity.

Carestream deployed Genesys Cloud CX Workforce Engagement Management, integrated with eMite analytics and its knowledge base, consolidating 10 teams, enabling remote work within hours, and adding gamification and real‑time metrics. Results included 15% faster response times, 10% better schedule adherence, 10% lower abandonment, a 6‑point (highest‑ever) NPS lift, seamless COVID-era remote ops with no missed calls, and rapid onboarding of 100+ partner agents.

Carestream Dental LLC

Brian Harris

Director, Americas Remote Support