Case Study: Pluxee Romania improves CSAT and agent productivity with Genesys Cloud

Pluxee Romania boosts CSAT by 35% with Genesys

Pluxee, a global employee benefits and engagement company, faced challenges in standardizing customer experience across its 30-plus countries. With diverse contact center systems and work practices, they needed a consistent platform to improve efficiency and adapt to digital customer habits. They chose to implement the Genesys Cloud platform from vendor Genesys.

Using Genesys Cloud integrated with Salesforce, Pluxee consolidated its operations with a phased rollout. The solution enabled flexible digital channels, AI-powered tools like automated email routing, and workforce engagement management. This resulted in a 10% gain in agent productivity and a more than 35% increase in customer satisfaction scores. Genesys provided a replicable platform for Pluxee's ongoing global transformation.

Pluxee Romania