Case Study: Korea Expressway achieves 97% call answer rate and 20% higher agent productivity with Genesys

Genesys Helps Korea Expressway Drive Customer Service Improvements

Korea Expressway Corporation (KEC) is a public agency that builds and manages South Korea’s high‑speed toll roads and needed a more reliable way to handle public inquiries about tolls, traffic and road conditions. Its legacy contact‑center software was unstable—frequent crashes, CTI failures and no management console—leaving callers and agents frustrated and managers without the reporting needed to improve operations.

KEC worked with Genesys and local partner E‑novation to deploy a Genesys contact‑center platform (IVR, dynamic routing, recording, reporting and outbound capabilities) in about three months. The new solution raised calls answered from 70% to 97%, increased agent productivity by 20%, eliminated crash‑related outages, provided real‑time and historical reporting for better workforce planning, and created a scalable foundation for remote agents and future multichannel services.

Korea Expressway

Ji-Sung Ahn

IT Manager, Korea Expressway Corporation