Case Study: Yin Tianxia Group (Silver World) achieves a scalable, multi-channel contact center and higher win rates with Genesys

Stable, multi-channel contact center helps Silver World group achieve higher win rates and revenue

Silver World Group (Yin Tianxia) is a leading Chinese precious‑metals investment services firm whose technology arm operates the company’s call center. Rapid growth forced the contact center from 50 to over 1,000 agents, exposing limits of a local, voice‑only platform that was unstable, experienced multi‑hour downtime, and could not support multimodal customer journeys—hurting customer experience and revenue.

Silver World implemented the Genesys Customer Experience Platform (SIP/IVR/inbound‑outbound) with digital channels (IM, web chat, WeChat), CRM integration and value‑added apps to create a stable, scalable multi‑channel contact center. The upgrade drove measurable gains: daily traffic rose from 40,000 to 60,000 (+50%), call connection rates climbed to over 30%, outbound win and lead‑closure rates improved, customer service sped up, and overall revenue increased; further mobile and social integrations are planned.

Yin Tianxia Group

Liu Hailong

Manager of Contact Center Service