Case Study: Telefoonaanname.nl achieves seamless remote customer service and €5,000 in annual savings with Genesys Cloud

Maintaining strong client connections with cloud

Telefoonaanname.nl, a Dutch business process outsourcing provider serving over 400 clients and major events, needed to refresh aging on‑premises servers and relocate offices while improving scalability and flexibility. Facing end-of-life infrastructure on Genesys PureConnect, the 25‑advisor firm sought a cloud solution to maintain high-volume, secure customer service without disrupting client experience.

Working with Frontline Solutions, Telefoonaanname.nl migrated to Genesys Cloud quickly and with minimal fuss, cutting about €5,000 in annual licensing costs and maintaining equal or better voice quality. Home‑based agents now access customer records, call recordings, CRM data and collaboration tools; managers use real‑time dashboards to spot and fix issues, reduce abandonment, and scale capacity instantly by adding remote agents and licenses — enabling uninterrupted service through COVID‑19 and supporting future hybrid operations.

Telefoonaanname.nl

Edwin Smit

Co-founder and Owner