Case Study: QBE achieves a more seamless customer experience with Genesys Cloud from Genesys

QBE - Customer Case Study

QBE, the global insurance company operating across four continents, was looking to simplify and modernize its customer experience as its legacy contact center setup became difficult to manage and scale. Using Genesys PureConnect on-premises in Australia and Europe, plus another platform in North America, QBE faced duplicated effort, inconsistent experiences, and limited ability to create a cohesive enterprise-wide engagement strategy.

QBE selected Genesys Cloud as part of a broader contact center transformation to move from on-premises systems to a cloud-based platform. With Genesys, the company aimed to improve ease of interaction, route customers more effectively, and support long-term growth through a scalable global solution; the case study highlights zero downtime during migration as a measurable benefit.

QBE

Scott Paterson

Global Unified Comms and Collaborating Manager