Case Study: Housing Direct improves productivity and reduces IT faults with Genesys Cloud

Housing Direct cuts IT faults from 1,200 to 3 with Genesys

Housing Direct, a provider of affordable housing maintenance for the Western Australian government, faced significant challenges with its failing legacy contact center technology. This resulted in over 1,200 annual IT faults and a lack of basic features, making it difficult to deliver a consistent customer experience. To address this, they turned to the vendor Genesys and implemented the Genesys Cloud platform.

By deploying the Genesys Cloud solution, Housing Direct achieved a dramatic reduction in IT faults, from 1,200 annually to just three. The Genesys platform also provided new capabilities that improved agent productivity and collaboration, while reducing agent training time from four weeks to just days. This newfound control allowed Housing Direct to quickly innovate with new services, including improved emergency call handling protocols.

Housing Direct