Case Study: Lianjia achieves omnichannel CX and 400% digital engagement growth with Genesys

Lianjia.com partners with Genesys to deliver an omnichannel customer experience for their online to offline real estate business

Lianjia is one of mainland China’s largest real estate brokerages, operating in 25 cities with over 6,000 offices and 12,000 employees. Rapid growth exposed limits in its legacy, voice‑only contact center: outsourced operations posed security risks, CRM integration was incomplete, and customers increasingly wanted digital channels such as web chat, WeChat, apps and SMS—driving the need for an online‑to‑offline (O2O) platform that could orchestrate customer journeys across channels.

Lianjia partnered with Genesys to deploy Digital, Inbound, Outbound, Self‑Service and Analytics capabilities, creating an omnichannel platform that links web, chat, WeChat and mobile app interactions and lets agents view full interaction histories. The platform enabled scheduled callbacks, centralized remote agent management (extending coverage toward 24 hours), and one agent handling three simultaneous cross‑channel engagements; digital engagement grew 400%, and 17% of generated leads entered the sales pipeline.

Lianjia

Ge Ming

Senior Manager, Contact Center