Genesys Case Study

Genesys is a global leader in multi-channel customer experience (CX) and contact centre solutions. Their CX platform helps companies deepen customer connections at every touchpoint while maximising revenue and loyalty. Genesys powers 25 billion of the world’s best customer experiences every year across 10,000 companies in over 100 countries.

At Outsourced, we love nothing more than assisting businesses to grow highly effective and successful offshore teams. We worked closely with Genesys to deploy an 80-strong team of professionals at our Eastwood Manila office. Here’s how we did it.

• Location: Worldwide
• Industry: I.T. / Contact Center
• Outsourced Staff: Business Applications & Technical Support Engineers, Cloud Customer Care, Analysts & Implementation Consultants

The challenge

Genesys Customer Care went through a transformation initiative to align the organisation with its guiding principles. These include:

• Solve customer issues on first contact
• Meet service level targets 100% of the time
• Measure relevant global KPIs to ensure success
• Focus budget on customer-facing value.

Part of this initiative involved a move to a tierless support model, which would deploy more technical resources closer to customers. Genesys also planned four product teams to be available for live technical support 24/7. But the transformation wouldn’t be possible unless the company sourced a highly skilled team that could provide the necessary coverage.

The solution

To deliver support 24 hours a day, 365 days a year, Genesys had to invest in the right talent at the right cost. After carefully considering several locations globally, they decided to base the product teams in Manila. The company then did its due diligence in selecting the right company to partner with.

“Our criteria were relatively straightforward—or so we thought,” remarked Dean Cottle, Vice President of Customer Care at Genesys. “We needed technical people willing to work shifts and have great customer-facing skills. Though we considered a number of companies to work with, only Outsourced found the right candidates.”

Those candidates were successfully onboarded, and include top-performing Business Applications and Technical Support Engineers, Cloud Customer Care Analysts and Implementation Consultants. As of today, the team continues to grow.

Cottle added, “We started with a small team to cover our weekend shift work and have been so happy with the result that we have since decided to expand the operation with help from Outsourced.”