Case Study: ZIM achieves greater productivity, agility, and customer experience with Genesys Cloud

ZIM redefines experience, productivity and IT agility with a unified contact center

ZIM Integrated Shipping Services, or ZIM, worked with Genesys to modernize its global contact center and improve customer experience, employee productivity, and IT agility. The company needed a more unified way to manage customer service, CRM, and collaboration tools while supporting a follow-the-sun support model across regions.

Genesys implemented Genesys Cloud, integrated with Microsoft Dynamics and Microsoft Teams, giving agents a single workspace and easier access to back-office experts. The result was reduced average speed of answer and call transfers, greater productivity for customer service and IT teams, a smaller data center footprint, and improved sustainability and business continuity. ZIM also reported faster updates, lower maintenance effort, better IT innovation capacity, and the ability to build its first in-house AI-powered virtual agents.

ZIM

Meir Gershon

Head of Global Service and Communication