Case Study: Lenovo achieves unified omnichannel customer experience with Genesys

Lenovo boosts customer satisfaction 85% with Genesys

Lenovo, a global technology company, faced challenges with siloed operations and complex multivendor platforms after a period of significant growth and acquisitions. They needed to build a unified omnichannel customer experience to support their business transformation. To address this, Lenovo turned to vendor Genesys and implemented their solutions, including the Genesys Voice Platform and SIP solutions, to integrate and modernize their global contact centers.

The solution from Genesys involved upgrading call centers to a unified omnichannel platform, integrating channels like voice, web chat, email, and mobile apps, and connecting with back-office systems like Salesforce and SAP. This provided agents with a single desktop view and improved customer engagement through features like scheduled callbacks. As a result, Lenovo achieved an 85% increase in customer satisfaction ratings, an 80% boost in voice service level agreement performance, and reduced call abandonment and wait times.

Lenovo