Case Study: eFinancial achieves greater scalability and remote work capability with Genesys Cloud

Redesigning the life insurance experience

Efinancial, one of America’s largest direct brokerages, needed a more scalable and flexible way to deliver life insurance services across three contact centers while supporting remote work and improving customer interactions. As an existing Genesys customer, Efinancial evaluated several providers and looked for a cloud-based solution that could handle growing demand, automate updates, and improve omnichannel routing and agent productivity with Genesys Cloud.

Genesys implemented Genesys Cloud, supported by Genesys Professional Services during the migration, and moved Efinancial from on-premises systems to the cloud in just 21 days after COVID-19 disrupted the original plan. The results included 100% of agents working from home, a 25% increase in dials and contacts, an 80% reduction in web response time from 10 minutes to 2 minutes, and increased sales revenue during lockdown, while also eliminating four yearly software updates.

Efinancial

Paul Bourdeaux

Chief Information Officer