Case Study: Bright Horizons achieves lower costs and improved agent efficiency with Genesys Cloud CX

Driving personal and business growth

Bright Horizons, a US education and childcare provider with 350 agents across three contact centers, was struggling with siloed contact center technology that made it hard to connect customer journeys and data. The company needed a more integrated omnichannel approach to support high-volume service across voice and digital channels, and it selected Genesys Cloud CX to improve efficiency and reduce agent effort.

Genesys implemented Genesys Cloud CX with inbound, email, chat, SMS and Workforce Engagement Management capabilities, integrated with Microsoft Dynamics. As a result, Bright Horizons retired three legacy systems, saved about $110,000 in telecom costs, and reduced costs and handle time while managing around 80,000 monthly interactions from a single workspace.

Bright Horizons

Bruce Lambert

Director, Resource Planning and Reporting