Case Study: Uplift achieves 40% fewer agents and extensive automation with Genesys Cloud CX

Uplift - Customer Case Study

Uplift is a Sunnyvale-based travel fintech that offers buy-now, pay-later plans for major travel brands. Rapid growth exposed limits in its legacy on-prem systems (Aircall PBX, Zendesk), leaving the contact center hard to scale with poor visibility and little automation—prompting a search for a cloud solution to improve CX, reporting and compliance.

InflowCx migrated Uplift to Genesys Cloud CX in six weeks, consolidating multiple channels and integrating its CRM plus AppFoundry tools (Pypestream, Brightmetrics, Shelf). The AI digital assistant handles 15% of calls, IVR deflection is 40% (saving 2,500 hours in one month), roughly 20% of emails are automated, and 30 hybrid agents now cover the work of 50—about a 40% staffing reduction—while improving routing, reporting and compliance.

Uplift

Amy Behbehani

Senior Director of Customer Service and Operations