Case Study: Lyreco achieves 50% faster response times and 95% customer satisfaction with Genesys Cloud

Lyreco Group supports long-term growth with cloud strategy to unify 25 contact centers globally

Lyreco Group, a €2 billion office-supplies retailer with 9,500 employees and operations in 17 countries, needed to modernize and harmonize customer service across 25 local contact centers. Fragmented, on-premises systems and inconsistent reporting hindered growth, workforce efficiency and the company’s ability to deliver a personalized, omnichannel customer experience.

Lyreco adopted the Genesys Cloud platform (inbound, workforce management, digital and Cloud Edge) with Zendesk integration to standardize systems, enable fast, system‑agnostic rollouts, improve routing and agent collaboration, and automate back‑office tasks. The result: a 50% reduction in time to answer, ~95% customer satisfaction, 100% interaction tracking, and a unified roadmap that supports expansion to thousands of daily calls and continued global growth.

Lyreco

Nelson Oliveira

Product Owner, Customer Care