Case Study: PayPal achieves scalable, integrated contact center growth with Performance Technology Partners (PTP)

PayPal scales from 2 million to 179 million users with PTP

PayPal, a major global internet payment company, faced significant challenges scaling its customer service infrastructure to support explosive growth from 2 million to 179 million users. Their outdated, disconnected systems led to overwhelming call volume, data gaps, and difficulty complying with regulations. Performance Technology Partners (PTP) was engaged to implement a custom, centralized contact center solution.

PTP resolved these issues by conducting a detailed system assessment and implementing a modern IVR system for improved call routing and a custom app for mobile payments and service. The solution provided a fully-integrated, transparent view of customer data. As a result, PayPal strengthened its ability to accommodate rapid growth, reduced call abandonment, and increased its multichannel capabilities. Performance Technology Partners enabled PayPal to drive internal efficiency and improve customer engagement.

PayPal