Case Study: Atos Turkey achieves 10% higher agent productivity and 99% outbound call success with Genesys Contact Center Modernization

Outbound Call Outsourcing Assures Turkish Banks’ Success

Atos Turkey, a leading managed IT services provider supporting most major Turkish banks with 1,000 outbound agents (plus 500 inbound HR agents), faced a need to boost outbound call efficiency in a highly competitive market while migrating from PBX to IP-based communications and eliminating reporting issues. High campaign volumes and legacy systems were limiting agent productivity and profitability.

They implemented Genesys Contact Center Modernization, using intelligent predictive dialing and the Genesys CX platform for reporting. Failed outbound calls fell from 25% to 1%, driving a 10% increase in agent productivity and a 99% success rate, while reducing TCO, cutting power and cooling needs (from 11 racks to one), enabling fast campaign deployment (≤2 days), and delivering full SIP-based redundancy and scalability.

Atos Turkey

Celalettin Ozturk

CIC Telephony Group Manager Network Security & Communication Services