Case Study: Nexon Asia Pacific achieves a 15% FCR lift and greater operational agility with Genesys Cloud CX (Genesys)

Transforming a workforce for the digital age

Nexon Asia Pacific, a Sydney-based IT advisor and managed services provider with 400+ employees, had outgrown its five-year-old on-premises contact centre and needed greater agility, standardised help-desk operations, vendor-agnostic forecasting, Microsoft Teams integration, and support for remote work and better visibility into customer interactions.

Nexon moved to the microservices-based Genesys Cloud CX to consolidate channels (voice, web chat, email), deploy flexible IVR/scripting, integrate analytics and Teams, and enable agents to work from anywhere. The cloud solution streamlined operations, improved real-time visibility and routing, and delivered measurable gains — a 15% increase in first-call resolution, a 10% boost in customer satisfaction, reduced handle and wait times, and easier scaling for future growth.

Nexon Asia Pacific

Malcolm Green

Senior Contact Center Engineer