Case Study: JM Bullion achieves integrated multichannel customer service and 25% more call handling with Genesys

How an online retailer integrated email, phone, and chat

JM Bullion is a leading online retailer of gold and silver that competes on service rather than product differentiation. The company struggled with siloed voice, email, and chat systems from three different providers, causing hold times up to 20 minutes, phone-system crashes, inconsistent email and chat handling, and heavy micromanagement of agent workloads.

JM Bullion implemented Genesys Premier Edition to unify inbound voice, IVR, email, chat, analytics and outbound engagement on a single cloud platform, enabling automatic distribution of interactions by availability, priority and skill. Agents now handle every channel from one interface, supervisors gain holistic reporting and call recording for coaching, and management time spent on work distribution has been cut. Results include 25% more call volume handled with only three new agents, transfer rate reduced from 8% to 3%, and an average time to answer of 30 seconds, improving CX and competitive positioning.

JM Bullion

Thomas Fougerousse

VP of Operations