Case Study: Lenovo achieves a unified omnichannel customer experience and 85% higher satisfaction with Genesys

Lenovo bolsters customer experience with omnichannel platform

Lenovo, the global IT giant and world’s largest PC vendor, faced fragmented systems and operational silos after rapid growth and multiple acquisitions. With contact centers in 40+ countries supporting consumers and enterprises, Lenovo needed to integrate multivendor platforms and build a unified omnichannel customer experience to support its digital transformation and future development.

Working with Genesys, Lenovo implemented an omnichannel Customer Experience Platform—upgrading voice to SIP, adding web chat, mobile callbacks, IVR, Salesforce/SAP integrations, workforce optimization and analytics—giving agents a single desktop and end-to-end visibility across channels. The solution reduced call traffic and handle times, enabled skill-based routing and back-office collaboration, and delivered measurable gains: an 85% increase in customer satisfaction, an 80% improvement in voice SLA for 60-second response, and 98% Salesforce integration.

Lenovo

Ronald Mitchell

Director of World Wide Contact Centers