Case Study: Gaitame.com achieves rapid, secure contact center transformation with Genesys Cloud

Delivering a customer-first experience with PureCloud

Gaitame.com, a leading Japanese FX broker serving over 470,000 traders, depended on a 24/6 contact center as a critical customer service channel. The company faced limits from an on‑premises telephone system and separate IVR that made updates slow and costly, and needed a secure, flexible platform that could scale and comply with strict finance‑grade security policies.

Gaitame.com migrated to Genesys Cloud in two months, integrating live exchange data via API, enabling same‑day call‑flow changes and smart routing to appropriate agents. The move absorbed a 6% rise in calls while cutting average handle time by 10% and maintaining 100% first‑call resolution, and provided a global‑standard CX platform that supports future digital channels and innovation.

Gaitame.com

Yasutaka Nakane

Customer Support Office - Senior Vice President