Case Study: Dutch Lottery achieves faster deployment and higher customer satisfaction with Genesys Cloud (Genesys)

Dutch Lottery Applying a functional, flexible platform to increase customer satisfaction

Dutch Lottery, the leading provider of games of chance in the Netherlands, handles roughly 500,000 calls annually and faced challenges with business efficiency, insufficient business intelligence, and the need to improve both internal and external customer experiences. The organization required a scalable contact center platform that could be deployed quickly to handle growing demand.

Dutch Lottery implemented Genesys Cloud with workforce optimization and system integrations, going live within one month. The solution delivered faster deployment, improved agent efficiency and scalability, better business intelligence through workforce management, and measurable gains in employee and customer satisfaction.

Dutch Lottery

Dirk Jan Verdonk

WFM Manager