Case Study: Majid Al Futtaim achieves 43% contact center cost savings with Genesys Cloud

Majid Al Futtaim saves 43% in contact center costs with Genesys

Majid Al Futtaim, the largest retailer in the Middle East, sought to provide great customer experiences while streamlining its service operations. The company faced challenges in its contact center, including long handle times and hold times. To address this, it turned to the vendor Genesys and implemented the Genesys Cloud platform.

By moving to the Genesys Cloud platform, Majid Al Futtaim simplified the employee experience and significantly improved efficiency. The solution delivered substantial results, including a reduction to a 15-second hold time and a two-minute reduction in average handle time. Most notably, the implementation by Genesys achieved a 43% savings in contact center costs for the retailer.

Majid Al Futtaim