Case Study: PayPal achieves scalable global customer engagement and faster issue resolution with Genesys Customer Experience Platform

How PayPal relies on a single customer experience platform from Genesys to differentiate customer service and manage explosive growth

PayPal, a global fintech operating in 200+ markets and serving hundreds of millions of customers and merchants, faced rapid, double‑digit growth that exposed limits in its regionally tied legacy routing system. The old platform couldn’t scale for global demand, caused multiple transfers and long hold times, and left PayPal without unified visibility into front‑ and back‑office channels, making forecasting and efficient service difficult.

PayPal implemented the Genesys Customer Experience platform—bringing skills‑based global routing, enterprise workload management, digital engagement, and unified reporting—to consolidate interactions, integrate legacy systems, and deploy new data centers in months. The result: faster, first‑contact resolutions and reduced transfers, NPS improvements up to 30 points in some markets, teammate attrition down roughly 33%, scalable daily routing of hundreds of thousands of contacts, better forecasting, and 24/7 global availability.

PayPal

Dar Andrews

Senior Director of Service Delivery and Engineering