Case Study: Cegeka achieves consolidated contact centers and 90%+ SLA response times with Genesys

Genesys helps Cegeka, a European ICT solutions provider, offer world-class customer service at lower cost

Cegeka, a European ICT solutions provider with 3,200 employees and 150 contact-center agents across five countries, struggled with a distributed, multi-vendor contact-center environment that made it difficult to get a single view of operations, handle high email volumes, and enable effective agent collaboration.

Cegeka deployed the Genesys Customer Experience Platform (Inbound SIP, Digital Engagement, Workspace) integrated with Microsoft Lync and hosted across two data centers to centralize channels, automate email routing, and support a software-based, scalable architecture. The result: SLA response rates rose above 90%, email response times fell from hours or days to near real-time, call-flow deployment dropped from about a week to minutes, and agent collaboration and onboarding of new contact centers became much faster.

Cegeka

Luc Greefs

Director Shared Delivery Services