Case Study: Yahoo! JAPAN improves customer experience and agent efficiency with Genesys PureConnect Cloud

Elevates the customer experience with an all-in-one cloud engagement solution

Yahoo! JAPAN, founded in 1996 and now the country’s top web brand, needed to modernize its contact center to gain greater security, flexibility and control. Its legacy PBX and lack of a unified multichannel platform were hampering business development and limiting improvements to customer service.

By deploying Genesys PureConnect Cloud (outbound, IVR, quality assurance, reporting/analytics and integrations), Yahoo! JAPAN unified communications channels and gained new visibility into performance, delivering a 10% improvement in average call response time, a six‑day reduction in system‑change lead time, and a cut in new account setup from one month to one day. The change also increased revenue, boosted agent productivity with fewer outbound errors, and ensured a more consistent customer experience.

Yahoo! Japan

Yuji Matsuura

Marketing Solutions Company, Operation Division Support Department Senior Manager