Case Study: Round Room achieves 35% productivity gain and 48-hour remote-work enablement with Genesys Cloud

Mobile retailer transforms operations with an all-in-one cloud platform

Round Room (TCC), a US mobile retail group with about 40 contact-center agents, faced fragmented systems — from telephony and webchat to CRM — that made it difficult to plan, execute and track omnichannel sales and service campaigns, limit SMS integration and stifle innovation and productivity.

By migrating to the all‑in‑one Genesys Cloud platform in a phased rollout, Round Room consolidated channels (inbound, outbound, email, messaging, self‑service and integrations), trained users quickly and shifted 90% of support tasks in‑house. The platform’s preview dialer and routing improved efficiency (20% performance gain with 10% fewer agents), enabled a 48‑hour move to home working during the pandemic, drove a 35% productivity increase, faster email lead closure (1–3 hours) and a record‑breaking sales quarter.

Round Room

Ryan Ervin

Senior Director, Customers for Life