Case studies
Genesys Cloud CX case studies
How QVCCS teams have designed, guided, launched and supported Genesys Cloud CX contact centres for organisations around the world, directly and through global systems integrators. Clients are not named; the work, the platform and the results are described as they were.
A luxury hotel group: WhatsApp, web messaging bots and Microsoft Dynamics 365
A luxury international hotel group with highly capable in-house Genesys Cloud CX engineers wanted guests to check availability, rates and reservations in web messaging and WhatsApp as easily as on the phone. QVCCS was brought in as the expert to the experts.
- When
- 2023
- Agents
- 200
- Licence
- Genesys Cloud CX 3
- Duration
- 3 months
An electric vehicle manufacturer: launching a new Latin American contact centre
A fast-growing global electric vehicle manufacturer was entering Latin America and needed a new contact centre ready for launch day: a brand new team, new to Genesys Cloud CX, trained and supported through testing, transition and the first critical days of service.
- When
- 2023
- Agents
- 45
- Licence
- Genesys Cloud CX 1
- Duration
- 2 months
A UK estate agency chain: one contact centre and phone system for every branch
A large UK estate agency chain, grown organically and through acquisitions, needed its local and regional branches to work as one customer experience. QVCCS took it from discovery to go-live on Genesys Cloud CX, as contact centre and phone system for every branch.
- When
- 2023
- Users
- 180
- Licence
- Genesys Cloud CX 1 and Communicate
- Duration
- 6 months
A 2,000-seat BPO: twenty client operations moved from Cisco to Genesys Cloud CX
A North American business process outsourcer with more than 2,000 seats ran contact centres for over twenty household-name brands on ageing on-premises Cisco. QVCCS moved every one of those client operations to Genesys Cloud CX in nine months, a few at a time.
- When
- 2023
- Users
- 2,000+ across 20+ divisions
- Licence
- Genesys Cloud CX 3
- Duration
- 9 months, discovery to final go-live
A global insurer: moving from Bold360 to Genesys Cloud CX with 10,000 knowledge articles
A global insurer offering car, home and pet cover served its online customers through Bold360, driven by more than 10,000 knowledge articles and snippets. When Genesys retired the platform, QVCCS rebuilt the experience on Genesys Cloud CX and carried the knowledge across.
- When
- 2023
- Users
- 50+
- Licence
- Genesys Cloud CX 3
- Duration
- 6 months
A global fashion brand: digital customer service in 18 languages on Genesys Cloud CX
A global household-name clothing brand needed online customer support across Europe and North America in 18 languages, with real-time answers on orders and deliveries. The team was small; the project was not. QVCCS delivered it on Genesys Cloud CX, on time and on budget.
- When
- 2023
- Users
- 36
- Licence
- Genesys Cloud CX 3 Digital
- Duration
- 6 months
A fintech payments provider: a richly integrated contact centre for ten concurrent users
A fintech provider of business and consumer payment services wanted a contact centre as capable as its products. With ten concurrent users, it adopted the full breadth of Genesys Cloud CX 3, integrated with its banking platform, mobile apps and Jira. QVCCS delivered it on time and on budget.
- When
- 2023
- Users
- 10 concurrent
- Licence
- Genesys Cloud CX 3
- Duration
- 7.5 months
A global industrial parts supplier: a hybrid Cisco and Genesys Cloud CX contact centre
A major global supplier of industrial automation and parts wanted Genesys Cloud CX for its contact centre without abandoning a working on-premises Cisco estate. QVCCS built one hybrid solution: voice, email and messaging in the cloud, Cisco still local, and calls moving freely between them.
- When
- 2023
- Users
- 50
- Licence
- Genesys Cloud CX 3
- Duration
- 6 months
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