Case Study: Diabetes Victoria achieves 25% contact center productivity gain with PureCloud by Genesys

Diabetes Victoria boosts contact center capacity with QPC

Diabetes Victoria is a leading Victorian charity representing people affected by type 1, type 2 and gestational diabetes, with 40,000 financial members and services reaching more than 300,000 people. Facing rising demand, its 17-seat legacy phone system and limited CRM integration left the Campbellfield contact centre unable to handle increasing call volumes, maintain service standards and keep productivity up, with call abandonment rates above 20%.

Working with partner QPC, Diabetes Victoria deployed PureCloud by Genesys integrated with Salesforce in a 12-week rollout, adding screen-pop client records, call blending/predictive dialing and real-time wallboards. The cloud platform made the centre scalable and improved agent access to information, resulting in an estimated 25% increase in productivity and a drop in call abandonment to under 6%, positioning the organisation to expand to a national contact centre.

Diabetes Victoria

Lalith Abeysena

Chief Operating Officer