Case Study: Woolworths improves customer experience and employee engagement with Genesys Engage (Genesys)

Woolworths Improves customer experience and employee engagement

Woolworths, a retail giant handling over 4.1 million contact center interactions a year, needed to deliver consistent, high-quality service across multiple brands while keeping agents engaged and productive. The challenge was to unify channels and brands into a single, efficient contact center experience that scales with customer demand.

By deploying Genesys Engage with chat, workforce management, and reporting/analytics, Woolworths created a full omnichannel contact center that blends agents and brands, improves routing and workforce planning, and provides actionable insights. The solution empowered agents, enriched the customer experience across all brands, and increased employee engagement.

WoolWorths

Gerrad Hennessy

Senior Operations Manager