Case Study

Changing up with cloud-first strategy

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Changing-up to cloud-first strategy

UK customer service operations ran successfully on the Genesys PureConnect Cloud application for six years. But over time, Arvato wanted a more agile model with quicker onboarding for new clients and a flexible location strategy enabling hybrid or home working for agents. This required cloud solutions and their contract renewal with Genesys provided the ideal opportunity to evaluate the market. “We wanted to consider the merits of a native cloud solution built from the ground-up with an elastic web fabric — and, importantly, what advantages this offered for client onboarding and offboarding, faster service provisioning, and flexible home working,” said Steve Miller, Head of IT, Design and Automation at Arvato CRM Solutions.

“We wanted to consider the merits of a native cloud solution built from the ground-up with an elastic web fabric…”

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agents can work securely from any location

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new recruits onboarded in four weeks

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disruption to billing and revenue

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from faster service rollback and cheaper calls

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