Case Study: Alight Solutions achieves greater uptime and lower costs with Genesys

Evolving the employer and employee experience

Alight Solutions, a provider of employer and employee experience services, was looking to improve customer experience while managing heavily customized client support across a complex environment. Working with Genesys, Alight used the Genesys Cloud platform to better orchestrate journeys, support agents, and streamline its contact center operations.

Genesys helped Alight consolidate disaster recovery and business continuity into one stable, high-availability platform hosted on AWS, while also enabling tools like the Genesys Tempo mobile app and gamification for workforce engagement. The results included 40% lower spending on IT and contact center partners, retirement of 10+ legacy systems, and significantly fewer incidents, with improved uptime and a stronger foundation for ongoing innovation such as IVR voicebots.

Alight Solutions

Robin Vallango

Vice President, Customer Care Technology