Case Study: FCT achieves faster, more accurate customer service with Genesys Cloud CX

Invested in superior customer experience

FCT, a leading Canadian real estate technology and title insurance provider with more than 1,000 employees across multiple centres, needed to replace an on‑premises legacy contact system that left agents “blind” to caller data. The company sought better routing, reporting and workforce management, seamless voice/chat integration, Salesforce linkage, and assurance that customer data would remain in Canada.

FCT deployed Genesys Cloud CX in a three‑month phased rollout, delivering omnichannel voice and chat, PCI‑compliant payments, Salesforce integration and workforce engagement tools with Canadian data residency. The implementation had no major issues, enabled agents to identify customers before answering calls, reduced triage time, sped up payments and improved resource management while supporting the company’s highest quarterly volumes.

FCT

Pat Smolak

Director Operations, Residential Solutions