Case Study: Microsoft achieves global contact center transformation and improved agent and customer experience with Genesys Engage

Global contact center transformation improves agent and customer experience

Microsoft, which handles more than 73 million support calls a year in 37 languages across 80+ regional contact centers and 25,000+ agents, faced a costly, fragmented on‑premises telephony and reporting environment. Hundreds of PBX/IVR/ACD systems and disparate regional reporting obscured staffing, wait times and agent performance, limiting visibility and agility for global support operations.

Microsoft migrated to a single Genesys Engage cloud contact center integrated with Azure, Skype and Dynamics, enabling global routing, load balancing and unified KPIs. The move decommissioned 35 phone systems and 214 IVRs, reduced hold times and transfer rates, improved reporting accuracy with centralized recording and Power BI analytics, and lowered IT costs while speeding onboarding and scalability.

Microsoft

Matt Hayes

Principal Program Manager