Case Study: HELPLINE improves business continuity and client satisfaction with Genesys Cloud

HELPLINE switches to Genesys Cloud in 5 days and handles 50,000 requests daily

HELPLINE, a European IT services company and user experience leader, faced challenges in improving its business continuity planning and accelerating its digital innovation strategy. To address these needs, the company partnered with vendor Genesys and implemented the Genesys Cloud platform to rapidly enable remote work and handle significant volume spikes.

Genesys provided a cloud-based solution that included AI-powered voicebots and chatbots built with the Dialog Engine Bot Flows. The implementation allowed HELPLINE to handle 50,000 daily requests with 100% of interactions initially processed by bots, achieving over 80% first-contact resolution and increased client satisfaction despite a 30% volume increase. Genesys also enabled an 80% reduction in client onboarding time and provided the agility to switch to remote working in just five days.

HELPLINE