Case Study: HELPLINE achieves rapid remote‑work enablement and boosted client satisfaction with Genesys Cloud CX

Improving remote working and digital innovation

HELPLINE, a French IT‑services leader supporting over 200 customers with around 2,000 contact‑center agents across nine sites, needed to strengthen business continuity planning, accelerate its digital strategy, rapidly enable remote working and absorb unprecedented volume spikes. The company sought a platform that could maintain service levels for public organizations, financial institutions and retailers while reducing infrastructure complexity and cost.

By migrating from on‑premises Genesys PureConnect to Genesys Cloud CX in days, HELPLINE rapidly enabled home working and deployed voicebots, chatbots, chat, email, self‑service, callbacks and integrations. The move let the company handle about 50,000 requests daily, process 100% of interactions initially by AI, achieve over 80% first‑contact resolution, increase customer satisfaction despite a 30% volume surge, reduce handling times (calls answered in under 20 seconds) and cut operational complexity and costs.

HELPLINE

Lionel Florence

Director Users Digital Journeys