Connectivity
Logistics And Courier Service Provider case study: Genesys Cloud contact centre
For over 12 years we’ve partnered with one of the world’s leading logistics and courier service providers to tackle key customer experience challenges.
We've supported their seamless transition to a Genesys cloud-based contact centre, unlocking the power of omnichannel engagement and transforming how customers connect with the brand.
October 21, 2025
5 minutes
A transition from on-premise to a Genesys cloud-based contact centre.
Our focus on solutions has helped to shape clear goals and build strong foundations for business cases, making it easier to get buy-in from stakeholders while also managing risk.
With a cloud-based contact centre, customers can interact with the business as they like: through phone calls, emails, SMS, chatbots and social media. When staff can pick up a query at any point, on any channel, and move it forward seamlessly, it improves the experience for everyone.
According to the McKinsey.com Future of Customer Experience Prediction article, Improving the customer experience can increase revenue by up to 7% and profitability by up to 2%
Driving the customer experience forward
The logistics firm had voice, email and chat systems that were siloed and disjointed. By tackling this head-on, the team were able to:
- Take control of fragmented managed services.
- Deliver greater self-service capabilities, reducing traffic into the contact centre.
- Enhance the skills and tools of employees to deliver more accurate and timely information to customers.
- Unlock data capabilities to better serve customers, with end-to-end tracking information.
- Improve workforce satisfaction with the impact on cost and customer satisfaction.
According to the Nice.com Digital CX Research report, 81% of consumers prefer to use self-service options
A better way of working
With a better contact centre experience for both customers and staff, the business is now benefiting from:
- Reduced call centre costs, with minimal on-premise equipment and the ability to flex with demand.
- Enhanced internal communications, further improving employee engagement.
- Confident, proactive business decisions based on real-time insights from extensive data.
Long-term outlook
The business is now looking to scale improvements across 120+ countries, implementing positive changes for 10,000+ agents and hundreds of sites where customer contact centres are available.
We’ve got your back
- Cloud-first approach to future-proof the roadmap and provide the flexibility and scalability the organisation needs to remain agile.
- Global reach - a critical factor for the business, which operates all over the world.
- End-to-end capabilities with a 360 view of the client’s technology estate, meaning customers can focus solely on their business and leave the complex bits to us.
The power of partnership
One of the key elements of this transformation were clearly defined pilot projects. We started with two pilot schemes that demonstrated the benefits while managing risk – helping to gain buy-in across the organisation. Part of what makes this partnership special is a clear alignment in purpose and values, plus a shared passion for connecting people to make a positive difference.