Case Study: BlueLink achieves flawless customer service and 7% productivity gains with Genesys Enterprise Workload Management

Genesys Enterprise Workload Management boosts BlueLink contact center performance and central oversight for world-renowned brands

BlueLink Group is a European customer-relationship specialist supporting world‑renowned brands with 850 agents across multiple centers and 28 languages. Faced with 200,000 monthly calls plus 200,000 back‑office tasks, BlueLink needed to raise customer and agent satisfaction, harmonize central management and resource use, gain market share, and meet 135 distinct SLAs while transitioning customers to digital channels.

BlueLink deployed the Genesys Customer Experience Platform and Enterprise Workload Management, centralizing routing and oversight on a Paris dashboard, automating task pushes and prioritization, and enabling real‑time routing changes. The result: roughly 7% higher productivity (7% reduction in unused agent time), faster back‑office processing, improved SLA compliance and agent satisfaction, better first‑contact/10‑second resolution rates, and a reduced call abandonment rate of about 1.5%.

BlueLink

Marc Breiner

Director of Operations