Case Study: Refuge supports 30% to 40% more survivors with Genesys Cloud

Rebuilding lives, removing fear

Refuge, the largest domestic abuse charity in England, needed to replace a patchwork of legacy telephony, chat, web, and reporting tools that made it harder for advisors to support survivors quickly and compassionately. Working with Genesys and the Genesys Cloud platform, the charity sought a more secure, flexible, and easier-to-manage way to unify its helpline and digital support services.

Genesys implemented Genesys Cloud CX to bring all support channels onto one platform, including inbound calls, email, chat, web forms, a chatbot, and British Sign Language support. The result was 30% to 40% more survivors supported, an additional 300 to 400 people helped each week, and 75 hours of advisor time saved per week, along with better visibility, improved workload balance, and expanded live chat coverage by five hours each weekday.

Refuge

Ellen Patterson

Deputy Service Manager