Case Study: Banzai cuts waiting times 50% and boosts agent productivity 15% with Genesys Customer Experience Platform

Making eCommerce Run More Efficiently With a Personal Touch

Banzai, one of Italy’s leading eCommerce operators serving more than 18 million customers and fulfilling over one million orders monthly, faced fragmentation after rapid growth—logistics, distribution and customer service operated separately, CRM was passive, delayed orders couldn’t be intercepted, and the company needed to move to a multi‑channel contact center while distributing work more efficiently and rebuilding customer loyalty.

Banzai deployed the Genesys Customer Experience Platform (with Digital Engagement and Enterprise Workload Management) to give agents a single desktop for multi‑channel conversations, automate workflows, route customers to the best‑matched agents and trigger proactive alerts on delayed orders. The result: waiting times were cut by 50%, agent productivity rose 15%, NPS improved, fewer abandonments, and full control over KPIs, escalations and recalls.

Banzai

Alessandro Cernigliaro

Chief Operating Officer