Case Study: JLL improves service efficiency and builds an AI-ready CX foundation with Genesys Cloud

JLL boosts service agent productivity 7% with Genesys

JLL, a global real estate services company, faced challenges with its fragmented legacy on-premises contact center system, which led to delayed responses to urgent client issues, manual error-prone processes, and an inability to scale globally. To unify its operations and improve support, the company selected the Genesys Cloud CX platform from vendor Genesys.

By implementing Genesys Cloud with capabilities like Agent Copilot, JLL created a unified AI-ready foundation for its customer experience. The solution from vendor Genesys delivered significant results, including a 7-8% increase in service agent productivity, an 11% year-over-year decrease in staffing requirements, and a four-week reduction in onboarding time. The AI capabilities are also projected to deliver approximately $500,000 in year-on-year annual value within the next three to four years.

JLL