Case Study: O2E Brands achieves rapid remote enablement, smarter scaling and accelerated CX innovation with Genesys Cloud CX (Genesys)

From ordinary to exceptional customer experience

O2E Brands, a fast‑growing franchisor that turns everyday home services into exceptional customer experiences, needed a more scalable, reliable contact‑centre solution to sustain rapid growth and enable mass remote working during the COVID‑19 pandemic. Its on‑premises Genesys PureConnect setup was showing limits in stability, uptime and agility, and the company sought improved agent productivity, omnichannel capability and a way to reduce operational bottlenecks.

O2E Brands migrated to Genesys Cloud CX after a successful pilot, onboarding 500 remote workers in five days and replacing legacy tools with cloud WFM and engagement capabilities. The move cut IT tickets and support cases, delivered smarter scaling for peak periods, increased agent occupancy by 3.5%, reduced reliance on professional services and accelerated CX innovation—freeing resources to experiment with omnichannel services and CRM integration for more personalized customer experiences.

O2E Brands

Michael Downing

Vice President Business Operations