Case Study: DM reduces call handling time and boosts customer satisfaction with Genesys Cloud

DM reduces call handling time by 20% with Genesys

dm, a fast-growing financial institution in Brazil, faced challenges with a fragmented legacy system that hindered agility and limited visibility into the customer journey. This created operational inefficiencies and risks to their customer loyalty as they scaled through acquisitions. To address this, they partnered with Genesys to implement the Genesys Cloud CX platform.

The Genesys solution provided AI-powered experience orchestration, including tools like Agent Copilot and speech analytics. This unified their operations and provided real-time insights. As a result, dm reduced average call handling time by 20%, increased customer satisfaction by five percentage points, and raised IVR retention to 50% within just three months of implementation.

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