Case Study: MyBudget achieves enhanced omnichannel customer experience and operational efficiency with Genesys PureCloud

MyBudget uses customer experience innovation powered by the Genesys® PureCloud application to continuously improve client outcomes

MyBudget, founded in 1999, helps Australians manage personal finances and now serves over 110,000 clients with more than 270 staff across 11 offices. As customer expectations shifted to omnichannel access (phone, messaging, social), MyBudget’s legacy on‑premises contact center tech became a barrier to innovation, limiting capabilities like intelligent routing, voice authentication and faster response times while the business scaled rapidly.

By moving to the Genesys PureCloud cloud platform, MyBudget introduced intelligent routing, better reporting and real‑time collaboration, and built a cost‑effective roadmap for AI. The change cut response times to under two hours, raised agent schedule adherence from 60% to 85%, reduced after‑call work from over 10 minutes to 90 seconds, increased employee satisfaction from 57% to 76%, boosted monthly online reviews from 6 to 35, improved star ratings from 3.8 to 4.5 and achieved an NPS of 66 (vs an industry benchmark of -2), while lowering churn and enabling ongoing CX innovation.

MyBudget

Steven Bailey

Chief Client Officer