Case Study: Waste Management achieves consistent, world-class omnichannel customer experience and improved operational efficiency with Genesys

Waste Management, Inc. - Customer Case Study

Waste Management, a leading environmental services company serving about 21 million residential, commercial and public-sector customers, needed to unify fragmented contact center operations to deliver consistent, high-quality customer experiences across voice, digital and self-service channels.

By consolidating on the Genesys Customer Experience Platform — including self-service, workforce optimization and digital channels — Waste Management streamlined operations, increased efficiency and better leveraged agent skills to “weave together” interactions, resulting in a consistent, world‑class customer experience across all channels.

Waste Management, Inc

Gautam Roy

Vice President, Infrastructure, IT Operations