Case Study: Localsearch maintains business continuity and improves customer experience with Genesys Cloud

Localsearch scales its 80-seat contact center and adds 60 agents with Genesys

Localsearch, an Australian digital marketing company, faced significant challenges with its outdated contact center, including dropped calls, poor reporting, and no remote work capability. These issues, combined with the urgent need for business continuity during the COVID-19 pandemic, drove them to implement the Genesys Cloud platform from vendor Genesys.

The Genesys Cloud solution enabled a seamless and rapid shift to remote work for 80 agents, supporting a sudden surge in call volume without downtime. Results included accurate near real-time reporting, reliable warm call transfers that eliminated dropouts, and integration with Salesforce. Genesys provided Localsearch with the scalability and tools to maintain and even improve customer experience during a crisis.

Localsearch