Case Study: InfoArmor achieves scalable, secure customer support and faster service with Genesys

Genesys builds trusted relationships between customers and agents

InfoArmor, a Scottsdale-based provider of employee identity protection used by more than 700 companies including many Fortune 500 firms, faced rapid growth and large variability in call volumes (~50%). Their legacy phone system couldn’t scale, customize IVR flows, or deliver accurate reporting, which hurt agent satisfaction and their ability to deliver consistent, white‑glove service as they aimed to grow without adding headcount.

By moving to the Genesys cloud contact center (Premier Edition) with CX Analytics, CX Builder and the Genesys Voice Platform, InfoArmor gained PCI Level 1 security, customizable IVRs, skill‑based routing and hour‑by‑hour forecasting for staffing. The platform improved personalization and automation, leading to 85% of calls answered within 20 seconds (a 7% gain), a 12% SLA improvement, fewer abandoned calls, better agent satisfaction, and the scalability to support planned growth.

Infoarmor

Doug Kaplan

Director of Customer Success