Case Study: Polycom achieves 72% cost-per-chat savings and improved digital engagement with Genesys Altocloud

Polycom adopts Genesys Altocloud to improve their digital customer engagement strategy

Polycom, a global leader in voice, video and content-sharing solutions used by more than 400,000 businesses, relied on live chat across multiple websites for lead generation but found its previous platform costly, inflexible and unable to provide real-time insight into the buyer’s journey or scale with global demand.

Polycom implemented Genesys Altocloud’s customer journey analytics, digital messaging and real-time voice/video/screen‑sharing within an enterprise package integrated with their contact center, marketing automation and Salesforce. The solution rolled out in 10 languages quickly, improved agent efficiency and customer engagement, and delivered measurable savings—72% lower cost per chat and 62% lower cost per lead within four months—while boosting customer satisfaction.

Polycom

Andrea Kolstad

Senior Director of Web Marketing and Operations