Case Study: Fanatics achieves greater flexibility, efficiency, and fan experience with Genesys Cloud

Enhancing the fan experience for over 100 million sports enthusiasts

Fanatics, a global leader in sports merchandise, collectibles, and iGaming, needed to improve fan service across millions of annual contacts while supporting remote work, simplifying channel management, and reducing reliance on multiple legacy systems. The company had been using Genesys Engage, but wanted greater flexibility, faster IT changes, and a more unified customer experience for its contact center “athletes.”

Genesys helped Fanatics move to Genesys Cloud, consolidating channels onto a single platform and enabling faster deployment, easier self-service changes, and better routing across 10 sites. The results included a 13% reduction in AHT, an 8% increase in FCR, 9% savings in IT costs, up to 10 weeks less IT deployment time, and two days saved in employee training time.

Fanatics

Nigel Ponds

Senior Director