Case Study: CallPageboy achieves 20% reduction in handle time and improved customer experience with Genesys Cloud

Reinventing customer experience in the cloud

CallPageboy is a Dublin-based business process outsourcer with about 50 agents handling roughly 10,000 calls a week and hundreds of digital enquiries for 200+ clients. Faced with clients moving systems to the cloud, rising expectations for value and innovation, and the operational strain of on-prem upgrades, the company needed to modernize its platform, improve efficiency and enable new services while keeping its always-on operations secure and stable.

Working with Wren Data, CallPageboy migrated to Genesys Cloud—using inbound/outbound, self-service automation, digital channels, workforce management and open APIs—to streamline integrations, scripting and continuous updates. The move unlocked new service offerings, improved agent engagement, reduced average handle time by 20%, enabled proactive staffing and forecasting, simplified system changes for safer deployments, and allowed rapid work-from-home resilience during COVID‑19.

CallPageboy

Michelle O’Donnell

Head of Operations