Case Study: Global Payments achieves greater service efficiency and customer satisfaction with Genesys Cloud

Global Payments gains service efficiency and customer satisfaction with a cloud-based CX platform

Global Payments, a worldwide enterprise in the payments industry, needed to move away from a complex legacy software environment and improve service efficiency and customer satisfaction. To support the migration, the company worked with Genesys partner TTEC Digital and adopted Genesys Cloud and Genesys Voice Services, along with Salesforce integration.

With Genesys, Global Payments rolled out sites smoothly across multiple implementations, bringing the first 1,500 agents onto the cloud platform. Since implementation, agents have become more efficient and file fewer support tickets, call abandon rates have decreased, and customer use of virtual assistants has increased. Global Payments is also using Genesys Cloud AI tools and launching Agent Copilot to further improve productivity and agent assistance.

Global Payments

Beth Granberry

Director of Telecommunications