Case Study: Melwood achieves major cost savings and instant scalability with Genesys Virtual Contact Center

Melwood Turns to a Cloud Contact Center to Conquer Budget Limitations

Melwood is a Maryland-based nonprofit that trains and employs more than 1,900 people with disabilities and relies heavily on vehicle donations—which have generated millions in revenue—for its programs. As donation call volume grew, its legacy, hardware-based contact center could not scale and a replacement was cost-prohibitive (a quoted $150,000), leaving Melwood unable to support peak demand or expand the program within its budget.

Melwood implemented the Genesys Premier Edition Virtual Contact Center, a cloud solution that was built, tested and deployed the same day with no upfront deployment cost. The cloud system eliminated in-house maintenance, provided instant scalability for evening and tax-season surges, streamlined donation processing, and positioned the organization to expand its fundraising efforts beyond vehicles.

Melwood

Ron Farrin

Director of Vehicle Donations, Melwood