Case Study: O.phon achieves faster, more reliable customer service with Genesys Cloud CX

O.phon - Customer Case Study

O.phon GmbH needed to modernize its outdated on-premises infrastructure to better support office telephony, customer service, and market research, while also enabling remote work during the COVID-19 pandemic. With support from Genesys and partner NTT, the company selected the Genesys Cloud CX platform to unify customer interactions and improve campaign management and KPI tracking.

Genesys implemented an all-in-one omnichannel cloud solution across several locations in Germany and trained employees before go-live. As a result, O.phon achieved 64% faster processing of support requests, five times higher handling volume, improved quality assurance, and greater employee satisfaction, while gaining a stable, fail-safe platform for 24/7 service delivery.

O.phon

Daniel Kubein

Head of Operations and Performance