Case Study: VIPKid achieves scalable growth, improved agent efficiency, and enhanced customer experience with Genesys Engage

Transforming online education experiences with the Genesys PureEngage application

VIPKid, founded in 2013 and headquartered in Beijing, connects more than 30,000 North American instructors with roughly 200,000 Chinese children (ages 4–12) for one-on-one online English lessons. Rapid growth exposed a legacy contact-center platform that was unstable, lacked necessary features and could not scale to meet the company’s needs.

VIPKid implemented Genesys Engage—covering inbound/outbound, self‑service, routing and voice recording—to modernize its contact center. The solution scaled with demand, improved agent efficiency, reduced average handling time, optimized resource allocation and enhanced the customer experience, which also contributed to growth in sales revenue and checkout conversion.

VIPKid

Fan Bo

Senior Director Sales and Operations Management Center