Case Study: Philips achieves scalable, cost-effective 24/7 global customer service with Genesys PureConnect Cloud

Genesys PureConnect Cloud Transforms Philips Global Contact Centers

Philips, the global technology and healthcare company, needed to replace an aging on-premise contact center that constrained capacity (only 64 concurrent clinicians queued at peak) and lacked modern multichannel features. The challenge was to find a cost-effective, scalable cloud platform that could support thousands of users across global sites and add email, chat and advanced routing capabilities.

Philips chose Genesys PureConnect Cloud for its ease of use, predictable pricing and broad feature set, deploying without dropped calls and enabling multichannel routing, IVR, unified messaging and presence management. The cloud solution now supports thousands of clinicians across dozens of sites, reduced IT overhead and costs, enabled remote agents and 24/7 follow-the-sun service, sped rollout of new capabilities (like device “phone‑home” alerts), and improved uptime and disaster recovery.

Philips

Erwin Thomas

Senior Director of the Customer Care Solutions Center