Case Study: ThunderNet achieves 60% higher agent productivity and customer satisfaction with Genesys Cloud CX

ThunderNet boosts agent productivity and customer satisfaction by 60%

ThunderNet, a fast-growing telecommunications provider in Venezuela, needed a more scalable customer service solution as demand surged and its existing chat platform suffered outages and poor integration with CRM and other systems. The company turned to Genesys and the Genesys Cloud CX platform to support service quality across multiple channels.

Genesys implemented Genesys Cloud CX with web messaging, voice, WhatsApp, email, Instagram, automation, reporting, and CRM integrations. The result was a 60% increase in agent productivity and customer satisfaction, a 40% improvement in operational efficiency, and support for more than 1.5 million customer interactions, including much shorter WhatsApp wait times.

ThunderNet

Enrique Rodriguez

Call Center Coordinator