Case Study: Pluxee Romania achieves higher productivity and better customer service with Genesys Cloud

Paving the way for personalized digital-first experiences

Pluxee Romania wanted to improve customer experience while reducing effort for both customers and agents, and modernize its contact center with a digital-first approach. Using Genesys Cloud, the company aimed to simplify service delivery, support self-service, and give agents a more unified view across channels and systems.

Genesys implemented a carefully phased migration to Genesys Cloud, with Genesys Professional Services helping with customization and integration. The results included a 140% productivity uplift, over 300% more chat adoption, 95% of chats resolved by bot, 90% of callers self-serving through IVR, a 41% reduction in average handle time, and an 11% improvement in first-contact resolution.

Pluxee Romania

Andreea Coca

CX and Quality Manager