Case Study: Woolworths New Zealand improves service levels and customer experience with Genesys Cloud

Woolworths New Zealand boosts contact center capacity 60% with Genesys

Woolworths New Zealand, the nation's leading supermarket chain, faced significant challenges with its legacy contact center platform, which was unable to handle call volume surges during the COVID-19 pandemic and lacked adequate remote work capabilities. To ensure business continuity and improve customer and employee experiences, the company turned to vendor Genesys and implemented the Genesys Cloud platform.

Genesys provided a cloud-based solution that enabled rapid deployment and easy integration with third-party applications like its Google Dialogflow-powered chatbot, Olive. The implementation resulted in a 60% increase in contact center capacity, 87% of emails being answered within 24 hours, and significantly improved service levels. The solution also led to increased team engagement, lower turnover and provided the agility for Woolworths New Zealand to better serve its customers during a critical time.