Case Study: Smollan achieves ultra-efficient, scalable customer engagement with Genesys PureCloud

Smollan transforms customer engagement with scalable, future-proof platform

Smollan, a global retail solutions company operating across five continents, needed to deliver exceptional customer experiences while rapidly adapting services and adding channels like social and web chat during peak campaigns. The challenge was to scale capacity, improve reporting and make it easy for supervisors and agents to respond to changing customer behavior without disrupting operations.

Smollan deployed Genesys PureCloud on AWS—a cloud contact center rolled out in one month—bringing advanced routing, a single view across channels, on-the-fly call-flow configuration and algorithmic demand forecasting for workforce scheduling. The result: faster issue resolution, more effective supervisor planning and up to a 50% improvement in social media response times, with greater agent efficiency and seamless scalability.

Smollan

Annie Padayachee