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	Multienlace is Colombia’s largest provider of call center solutions, customer service, telesales, and telemarketing. Multienlace was handling over 100 million calls with thousands of agents in six contact centers in two different cities, and under pressure to improve the customer service it offered through features such as customer segmentation and skills-based routing. Business Challenge / Results With Genesys IP/SIP Server and enterprise routing, Multienlace now has 23% of the fast-growing Colombian call center outsourcing market despite local and international competition. It generates increased revenue by better identifying cross-selling opportunities, provides a better customer experience with faster, more focused customer service and has achieve a contact center environment that can dynamically respond to market changes. close
	AEON Thailand, a consumer finance company, was experiencing heavy call volumes that overwhelmed their support centers. What's more, their old system was unable to track customer transaction histories, which resulted in slow service, frustrated customers and high call abandonment rates. Business Challenge / Results Dramatic increase in call center efficiency, managing twice the call volume with the same number of agents. Realized 30% growth in debt collection within three months of implementation, and a significant drop in customer complaints. close
	T-Mobile is the third largest operator in the Dutch market. The organization wanted to achieve their goal of a virtual contact center with an integrated view of all customer interactions. Business Challenge / Results After installing Genesys Enterprise Routing, Genesys Outbound, Genesys Voice Portal, and Genesys Call Concentrator, they gained significant cost savings through more effective management of inbound calls, with skills-based routing and automatic screen pops. They’ve also improved customer service levels, simplified up-selling and enhanced management reporting. close
	The Canadian Pacific Railway provides cargo to be transported across the North American continent to shipping ports in Vancouver and New Jersey for delivery to Asia and Europe. The company chose Genesys to improve the customer service offered by 600 contact center agents. Business Challenge / Results With the Genesys Customer Interaction Management (CIM) Platform plus Genesys Inbound Voice, Genesys Gplus Adapter for PeopleSoft and Genesys reporting tools, Canadian Pacific has improved agent efficiency and can now offer its top customers reduced call durations and faster and more comprehensive service. close
	Florida-based Riverside National Bank has 72 branches and $5 billion in assets. The bank turned to Genesys as explosive growth led to an increased demand for customer service. Business Challenge / Results The bank built their new contact center on the Genesys CIM Platform, Genesys Voice Platform, Genesys Reporting and Analytics and Genesys Info Mart. Now, over 71% of incoming calls are resolved through self-service for significant labor cost savings, calls requiring agent assistance have been reduced by 20%, and average call wait time was cut by 30 seconds. close