Case Study: Lighthouse Works achieves faster, more accessible contact center service with Genesys Cloud CX

Lighthouse Works - Customer Case Study

Lighthouse Works, a business process outsourcing contact center and social enterprise, needed a more flexible, accessible platform to better support blind and visually impaired employees while improving service quality and uptime. Its older system lacked real-time data, scheduling, quality tools, and accessibility, making it harder for the team to operate efficiently and deliver consistent customer experiences. Genesys Cloud CX was chosen to help address these challenges.

Genesys implemented Genesys Cloud with omnichannel routing, workforce and quality management, speech-to-text, and assistive-tech compatibility. The results included average speed of answer dropping from 23 seconds to 8 seconds, after-call work time falling from 15 to 11 seconds, service levels rising from 85% to 91%, and 100% of campaigns becoming fully accessible. Genesys also helped Lighthouse Works cut 45–60 seconds from some calls, improve retention and scalability, and grow its share of blind and visually impaired employees from 57.7% to 70.7% over three years.

Lighthouse Works

Kyle Johnson

President and Chief Executive Officer