Case Study: NEC Personal Computers achieves doubled response rates and 19,000 fewer repair calls with Genesys

Genesys allowed NEC to provision services that make full use of the IT infrastructure for quick and accurate solutions to customers’ problems

NEC Personal Computers, Ltd., a leading Japanese PC maker and member of the NEC Lenovo Japan Group, runs the 121 Contact Center (about 500 agents handling 4,000–5,000 calls daily) to provide pre-sale advice, usage support, repairs and paid services. The center struggled with low response rates, inconsistent customer troubleshooting skills, and inefficiencies in contact-center management.

By deploying the Genesys Customer Experience Platform (self-service, routing and analytics), NEC introduced wait-time announcements, automated repair-diagnosis IVR, skills-based routing, and callback/reservation menus. These measures doubled response rates, cut answered repair calls by 19,000 in 2.5 months, improved self-service completion and training efficiency, reduced costs, and delivered a highly reliable voice infrastructure with 99.8% availability.

NEC Personal Computers

Masahiko Nishi

Manager, ICT Strategy Division