Case Study: Digicall Assist achieves 22% higher agent productivity and faster roadside assistance with Genesys Cloud CX (Genesys)

Delivering superior CX at the roadside

Digicall Assist is a white‑label roadside assistance provider serving more than 30 major clients across Australia and New Zealand. Facing an aging on‑premises contact center, partial CRM integration, frequent maintenance downtime, manual roster and reporting processes, and difficulty pinpointing customer locations, the company launched a digital transformation to future‑proof operations and improve customer experience.

Working with Synergy Enterprise Solutions, Digicall implemented Genesys Cloud CX and built a custom InQ‑IQ SMS/web form and API integrations to capture photos with GPS, auto‑populate dispatch cases, and enable real‑time call monitoring and workforce engagement. The changes delivered a 22% increase in agent productivity, 23 seconds saved in average handle time, more than 20 hours saved monthly in manual reporting, eight hours saved in maintenance, improved QA and higher CSAT — while meeting ISO 27001 data‑protection requirements.

Digicall Assist

Rebecca Goss

Contact Center Operations Manager