Case Study: Lowell Norway achieves higher response rates and productivity with Genesys Cloud

Lowell Norway boosts first-contact resolution to 90% with Genesys

Lowell Norway, a leading credit management provider in the financial services industry, was being held back by an unreliable and fragmented legacy contact center platform. This infrastructure created information silos, suffered from downtime, and made lengthy upgrades a routine occurrence, preventing the company from integrating its people, tools, and data effectively. To overcome these challenges and meet high customer expectations, Lowell Norway turned to the vendor Genesys and implemented the Genesys Cloud platform.

The solution from Genesys provided a single omnichannel desktop for handling all communications, which was swiftly implemented by partner Advania. The results were immediate and significant; within three months, Lowell Norway achieved a 94% or higher response rate, reduced average handle time by 25%, increased first-contact resolution to 90%, and boosted agent productivity by 20%. The open APIs of the Genesys platform also empowered the company's DevOps team to innovate further, extracting live data to create new dashboards and integrations.

Lowell Norway