Case Study: Genia achieves scalable COVID-19 customer support with PhoneIQ

How Genia gracefully scaled customer support during COVID-19

Genia, a 60-employee healthcare company that performs DNA testing across the Americas, was hampered by an analog phone system that made routine tasks (adding extensions, IVR changes) costly and slow. During COVID-19, inbound inquiries surged and Genia needed a way to scale support quickly; they evaluated and chose PhoneIQ and its PhoneIQ Office cloud-based contact center solution.

PhoneIQ deployed quickly and provided call recording, ACD queues, live dashboards, mobility, and a flexible licensing model so Genia could provision agents on demand. Using PhoneIQ’s inbound call-center tools plus real-time and historical reporting, Genia added agents, optimized queues, boosted call connection rates dramatically, and reduced missed opportunities during the pandemic.

Genia

Ignacio Leites

Director of IT