With hundreds of thousands of customers across 75 countries, Cegid is a leader in business management solutions for accounting, finance and tax, payroll and human resources, Enterprise Resource Planning (ERP) and retail. The company is the third ranked software as a service provider in France and has earned a reputation as an industry trailblazer for being one of first to adopt and integrate cloud technology into its solutions. As a result of moving its contact center to the cloud with Genesys, the global leader in cloud customer experience and contact center solutions, Cegid improved the service it delivers to some of the world’s biggest brands and a variety of small to medium sized businesses (SMB) as clients.
Cegid CIO Thierry Galvagni said, “Since deploying Genesys Cloud™, we’ve already increased customer satisfaction by nearly 10% and gained a 20% improvement in meeting our SLAs.”
In addition, the company is now able to more accurately measure customer service effectiveness, and its managers have greater visibility into specific key performance indicators. This has enabled Cegid to provide better training and more accurate reporting.
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Before using the all-in-one solution and world’s leading public cloud contact center platform from Genesys, Cegid’s customer data was siloed across disparate on-premises systems. To support the company’s global expansion, Cegid needed to ensure it could connect every customer interaction across voice and digital channels to provide more personalized service.
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