Case Study: Probe Group achieves greater agility and efficiency with Genesys Cloud

Probe Group reduces AHT by 13% with Genesys

Probe Group, a major business process outsourcing provider, faced challenges with long technology procurement cycles, a lack of work-from-home capabilities, and difficulty matching customers to its highest-performing agents. To address these issues, Probe Group implemented the Genesys Cloud platform from vendor Genesys, seeking to improve agility and performance.

By deploying the Genesys Cloud solution with its predictive routing capability, Probe Group was able to spin up new services in under 48 hours and empower a remote workforce. The AI-powered routing from Genesys resulted in a 13% reduction in average handle time, a 16% improvement in response times, and a 5% drop in call transfers, leading to potential savings equivalent to 9-13 full-time employees.

Probe Group