Case Study: Lyreco boosts customer satisfaction with Genesys Cloud

Lyreco boosts customer satisfaction to 95% with Genesys Cloud

Lyreco, a major global retailer of office supplies, faced challenges in supporting its long-term growth due to inefficient workforce performance and an inability to share skills and resources between its many subsidiaries. To address this, Lyreco selected the Genesys Cloud platform from vendor Genesys to modernize its contact centers and create a unified, customer-centric approach.

By implementing the all-in-one Genesys Cloud platform, Lyreco empowered its agents with new tools and gained the ability to seamlessly route calls and share information across its global operations. The solution delivered by Genesys resulted in a 50% reduction in time to answer calls and drove customer satisfaction rates up to 95%, while also enabling 100% tracking of customer interactions.

Lyreco