Case Study: Harambee achieves scalable AI-powered youth support with Genesys Cloud

Harambee achieves 90% first-contact resolution with Genesys Cloud

Harambee Youth Employment Accelerator, a nonprofit tackling youth unemployment in South Africa, faced challenges scaling its support services. Its decentralized and manual contact center lacked multichannel and AI capabilities, creating inefficiencies. To address unprecedented demand, the organization turned to the vendor Genesys and implemented the Genesys Cloud CX® platform.

By deploying the Genesys Cloud platform, Harambee gained AI-powered capabilities including a conversational chatbot, digital engagement, and workforce management tools. The solution enabled the nonprofit to seamlessly manage high volumes of interactions across voice, web messaging, email, and WhatsApp. The results were significant, including a 92% first-contact resolution rate, a 95% outbound answer rate, and 24,900 hours of productivity gained. This allowed Genesys to help Harambee scale its support from 500,000 to 4.5 million work-seekers.

Harambee