Case Study: Partenamut achieves 0% call transfers and 6.2 FTE cost savings with Genesys Dynamic IVR

Partenamut Belgian social security company enhances customer experience with dynamic IVR from Genesys

Partenamut, a Belgian social security firm with 1,000 employees serving 1.4 million customers, faced high contact center costs and staff turnover: agent training on their legacy IVR could take up to eight weeks, and the original flat IVR made maintaining the knowledge base difficult.

They deployed the Genesys Customer Experience Platform with a dynamic inbound IVR (including automatic caller recognition by phone number and social security number). The solution eliminated transfers (from 15% to 0%), reduced training costs and churn, and delivered cost savings equivalent to 6.2 full-time employees among a 100-agent call center.

Partenamut

Peter Claes

Contact Centre Manager