Case Study: ZoomSystems achieves 99% uptime and faster support with Genesys Premier Edition – Virtual Contact Center

ZoomSystems Transforms Contact Center Operations and Improves Agent Metrics

ZoomSystems is a San Francisco–based leader in automated retail kiosks (ZoomShops) deployed across malls, airports and other high‑traffic venues. With a rapidly growing footprint and a distributed network of agents and field technicians, the company needed to modernize its contact center to support remote workers, meet disaster‑recovery and PCI requirements, and reduce hold times while improving kiosk uptime.

By adopting the Genesys Premier Edition Virtual Contact Center with self‑service and CX Analytics, ZoomSystems enabled remote agent login, better workforce scheduling and proactive management of call volumes. The move raised availability from 97% to 99%, cut average hold time from 6 to 2 minutes, increased live answer rate from 30% to 75%, reduced abandon rate from 25% to 7%, and let the same staff scale from managing 300 to 1,500 locations.

ZoomSystems

Michael Shaw

Senior Vice President, Operations