Case Study: eco24 achieves scalable, integrated customer communications with Genesys Cloud

eco24 reduces telephony costs and scales 80% home-office service with Genesys

eco24 GmbH, a German debt consulting company, faced challenges with its outdated communication systems that lacked integration with its Salesforce CRM and could not handle sudden spikes in call volume. The company needed a reliable, cloud-based solution to maintain a consistent view of client requests and support its rapid growth. To address this, eco24 selected the Genesys Cloud platform from vendor Genesys.

The solution implemented by Genesys provided a centralized, cloud-based contact center that integrated seamlessly with Salesforce. This allowed for intelligent call routing, automated callbacks, and improved data visibility across departments. As a result, eco24 achieved significant cost savings on telephony, gained resilient reporting, and improved scalability to handle its 20,000 monthly calls. The vendor, Genesys, also enabled the company to quickly adapt to remote work during the pandemic and plans to integrate new messaging capabilities.

eco24 GmbH