Case Study: Fibrus Networks improves customer care and reduces contact rates with Genesys

Matching high-speed broadband services with digital-first customer care

Fibrus Networks, a broadband provider serving Northern Ireland and England, needed to improve digital-first customer care while supporting a fast-growing customer base and remote workers. The company turned to Genesys, using its customer service and workforce engagement capabilities to help deliver more consistent, efficient support across the business.

Genesys implemented tools for real-time reporting, wrap-up code tracking, gamification, and easy sharing of step-by-step customer guidance. As a result, Fibrus achieved a 29% reduction in contact rates, £630,000 in headcount cost savings, a 27% increase in NPS, and higher Trustpilot ratings, while improving employee engagement and customer satisfaction.

Fibrus Networks

Stephen Riley

Head of Customer Service