Case Study: B&H (Consumer Electronics Retailer) achieves streamlined operations and improved customer service with Genesys PureConnect

Genesys PureConnect Suite streamlines consumer electronics retailer operations

B&H, the New York–based consumer electronics retailer, faced an aging PBX and end-of-life contact center system that limited features, visibility and manageability. To protect its reputation for superior service and product knowledge, the company needed a single, easy-to-manage telephony and contact center platform with integrated call recording and richer functionality.

B&H chose Genesys PureConnect’s all‑in‑one multichannel suite—covering PBX, ACD, IVR, recording, workforce optimization and Salesforce integration—which now supports 1,000+ employees. The consolidated platform simplified administration, improved call visibility and agent performance, sped sales through Salesforce screen pops, and delivered measurable gains in operational efficiency and customer service.

B&H

Jerry Zorek

Business Development Manager