Case Study: Lincoln Financial achieves enterprise-wide customer experience transformation with Genesys

Lincoln Financial Transforms great customer experience through enterprise standardization

Lincoln Financial Group, a leading provider of financial services across four lines of business, needed to transform its customer experience and bring consistency across multiple contact centers. The challenge was to standardize systems enterprise-wide while enabling agents to support customers through the channels those customers prefer and to integrate the contact center platform with the company’s other technologies.

Lincoln standardized on the Genesys Customer Experience Platform—plus Genesys Self-Service, Workforce Optimization, and Multi-Channel—across all contact centers. The solution enabled seamless multi-channel service, tighter integration with existing systems, and a more consistent, improved customer experience driven by an enterprise-wide platform.

Lincoln Financial

Lincoln Financial