Case Study: Vivonet (POS provider) achieves faster deployment, improved customer satisfaction and reduced costs with Genesys PureCloud

Genesys cloud platform helps POS technology provider deliver superior tech support

Vivonet, a cloud POS and back-office analytics provider for the hospitality industry (~170 employees), struggled with a legacy Skype-for-Business hosted contact center that suffered frequent outages, inconsistent reporting, limited omnichannel capabilities and poor call-handling features—issues that drove up costs and harmed customer satisfaction.

After testing multiple vendors, Vivonet deployed PureCloud by Genesys (PureCloud 3 and PureCloud Voice with WebRTC) in a four-week rollout. The AWS-based, all-in-one solution delivered fast adoption, advanced routing, chat, quality monitoring and improved analytics; results included 99.99% uptime, reduced support costs, faster ROI, better operational efficiency and higher customer NPS.

Vivonet

Shafique Adatia

System Administrator