Case Study: PATLive achieves rapid scaling to 1,000 remote agents and 59% lower agent churn with Genesys Cloud CX

Resetting for remote customer experience management

PATLive, an outsourced answering service handling over 2 million calls a year for government and private-sector clients, needed to rapidly pivot from an on‑premises Genesys PureConnect setup to a cloud model when COVID‑19 made home working essential. With limited IT capacity and impractical VPN/Citrix options, the company faced urgent pressure to scale remote operations, support new 24/7 COVID helplines, and keep agents productive and consistent amid frequent script and process changes.

PATLive deployed Genesys Cloud CX over a single weekend and scaled to more than 1,000 home agents within 90 days, integrating Slack, Tableau, in‑house scripting and CRM systems and rolling out Workforce Engagement Management for automated forecasting, scheduling, micro‑shifts and gamification. The change delivered significant improvements in real‑time schedule adherence and agent visibility, boosted efficiency and engagement, and cut agent churn by 59%, while creating a scalable, flexible model for future growth.

PATLive

Jackie Gonzalez

Vice President, Operations