Case Study: tel-inform achieves 25% reduction in average handle time and becomes a digital service champion with Genesys PureEngage

Service Provider Tel-Inform Transformed Their Business Model, Automated Skills-Based Routing And Rolled Out Digital Innovations With The Genesys™ Pureengage™ Platform

tel-inform, a German customer service provider founded in 1846 and serving about 350 clients with ~300 employees, needed to modernize its contact center. The company was constrained by inflexible legacy systems, manual processes, poor transparency and complex CRM integration requirements (including on‑premises Salesforce), which limited scalability and increased average handle times.

By deploying the Genesys PureEngage platform with skills‑based automated routing, deep CRM integrations, customizable agent desktops and business automation, tel‑inform streamlined workflows and improved monitoring. The transformation delivered roughly a 25% reduction in average handle time, a 17% increase in agent utilization, faster go‑live and higher service quality, with additional digital channel expansion planned.

tel-inform

Bernhard Sack

Managing Director