Case Study: Grupo Equatorial achieves 50% better first-call resolution with Genesys Cloud CX

Eir saves up to a minute per call with Agent Copilot

Eir faced the challenge of modernizing customer service to support omnichannel interactions, improve training and performance management, and meet changing regulatory expectations. With Genesys Cloud CX, the company needed a more efficient, consistent way to deliver service across channels and locations.

Genesys implemented a cloud-based omnichannel customer experience platform with capabilities like IVR, digital channels, speech analytics, and workforce engagement management. The results included a 50% improvement in first-call resolution, a 26% reduction in repeat calls, and 100% system availability, while also improving operational efficiency and customer satisfaction.

Eir

John Connors

Director of Business Transformation