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Genesys customer case study: Yahoo Japan x Genesys Cloud CX & Genesys Multicloud CX.

Genesys customer case study: Yahoo Japan x Genesys Cloud CX & Genesys Multicloud CX.

April 4, 2024
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Author: Big Y

Table of Contents

1. Introduction

2. The Power of the Internet in Solving Japan's Problems

3. Challenges in Starting a New Business

4. Improving Customer Experience and Creating Loyal Customers

5. Smooth Migration to Genesis Contact Center System

6. Benefits of Using Air Conditioner Loft on a Cloud Basis

7. Peer Connect: Widely Used IVR Call Recording Solution

8. Flexibility in Selecting Optional Functions

9. Performance and KPIs After Introducing Genesis System

10. Improvements in Average Connection Feeling and Reduced Waiting Time

11. Increased Reporting Capabilities with Genesys System

12. Time Savings for Agents in Checking Reports and Numerical Values

13. Genesys: A Customer-Focused Company with Advanced Technology

14. Shortened Lead Time for New Business Development

15. Cloud-Based System for Enhanced Problem Solving

16. Pair Connect: An Important Core System for Connecting Clients

17. Genesis: A Partner for a New Future in Contact Centers

**Introduction**

In today's digital age, the power of the Internet has revolutionized various aspects of our lives. Nja Duff Japan, a company dedicated to solving Japan's problems, recognizes the potential of the Internet in transforming businesses. This article explores their journey and the impact they have made in the contact center industry.

**The Power of the Internet in Solving Japan's Problems**

Japan, like any other country, faces its fair share of challenges. Nja Duff Japan believes that leveraging the power of the Internet can be a game-changer in addressing these issues. By utilizing innovative technologies and digital solutions, they aim to bring about positive transformations across various sectors.

**Challenges in Starting a New Business**

Starting a new business is an exciting endeavor, but it comes with its own set of challenges. One of the key hurdles is the lead time required before launching a new venture. Nja Duff Japan understands the importance of minimizing this lead time to ensure a smooth business development process.

**Improving Customer Experience and Creating Loyal Customers**

At the heart of any successful business lies a focus on customer experience. Nja Duff Japan recognizes this and strives to enhance the customer journey. By providing exceptional service and creating loyal customers, they aim to build long-term relationships and ensure continued product usage.

**Smooth Migration to Genesis Contact Center System**

To improve their contact center operations, Nja Duff Japan decided to migrate to the Genesis system. This transition was executed seamlessly within a short period of four months, without encountering any major issues. The Genesis system proved to be a reliable and efficient solution for their contact center needs.

**Benefits of Using Air Conditioner Loft on a Cloud Basis**

Nja Duff Japan adopted the Air Conditioner Loft on a cloud basis, which offers numerous advantages. This cloud-based solution provides flexibility and scalability, allowing them to adapt to changing business requirements. The Air Conditioner Loft also offers a wide range of optional functions, empowering Nja Duff Japan to tailor their contact center system to their specific goals.

**Peer Connect: Widely Used IVR Call Recording Solution**

One of the key components of Nja Duff Japan's contact center system is Peer Connect. This widely used IVR call recording solution offers a comprehensive set of features. Its versatility allows Nja Duff Japan to efficiently manage their call recordings and ensure a seamless customer experience.

**Flexibility in Selecting Optional Functions**

Nja Duff Japan values the ability to choose optional functions that align with their business goals. The flexibility offered by the Genesis system enables them to customize their contact center operations and optimize their performance. This adaptability is a major advantage for Nja Duff Japan in meeting their specific requirements.

**Performance and KPIs After Introducing Genesis System**

Introducing a new system can be a cause for concern regarding key performance indicators (KPIs). However, Nja Duff Japan experienced performance that was equal to or even better than before after implementing the Genesis system. This positive outcome reassured them of the system's effectiveness and its ability to meet their business needs.

**Improvements in Average Connection Feeling and Reduced Waiting Time**

Nja Duff Japan actively manages an index called the average connection feeling, which measures customer satisfaction. With the Genesis system in place, they observed a significant improvement in this index, resulting in a more comfortable experience for customers. Additionally, the waiting time for customers was reduced by approximately 10%, further enhancing their satisfaction.

**Increased Reporting Capabilities with Genesys System**

The Genesys system brought about a significant increase in reporting capabilities for Nja Duff Japan. Previously, generating reports required manual downloading of CSV files and creating reports using the system screen. However, with the Genesys system, many items can now be viewed directly on the system screen, saving valuable time for agents and enabling efficient monitoring of various numerical values.

**Time Savings for Agents in Checking Reports and Numerical Values**

The Genesys system has greatly reduced the time agents spend on checking reports and numerical values. With the enhanced reporting capabilities and direct access to information on the system screen, agents can quickly retrieve the data they need, allowing them to focus more on providing excellent customer service. This time-saving feature has significantly improved overall efficiency.

**Genesys: A Customer-Focused Company with Advanced Technology**

Nja Duff Japan recognizes Genesys as a company that prioritizes customer satisfaction and possesses advanced technological capabilities. Their partnership with Genesys has enabled them to visualize changes and significantly shorten the lead time for new business development. This collaboration has proven to be highly beneficial for Nja Duff Japan and their clients.

**Shortened Lead Time for New Business Development**

Thanks to the implementation of advanced technologies and the Genesys system, Nja Duff Japan has successfully reduced the lead time required for new business development. This reduction has opened up new opportunities and allowed them to explore innovative solutions more rapidly, giving them a competitive edge in the market.

**Cloud-Based System for Enhanced Problem Solving**

By migrating to a cloud-based system, Nja Duff Japan has gained access to the latest and most advanced features at all times. This constant availability of cutting-edge technology has expanded their problem-solving capabilities, enabling them to address challenges more effectively and efficiently.

**Pair Connect: An Important Core System for Connecting Clients**

Pair Connect plays a crucial role in connecting Nja Duff Japan with their clients. This core system facilitates seamless communication and collaboration, ensuring a smooth and productive working relationship. Pair Connect has become an indispensable tool for Nja Duff Japan in delivering exceptional customer service.

**Genesis: A Partner for a New Future in Contact Centers**

Working with Genesis has been a transformative experience for Nja Duff Japan. Genesis not only provides innovative solutions but also shares a vision for the future of contact centers. Their partnership has enabled Nja Duff Japan to embrace new ways of working and explore endless possibilities in the realm of customer service.

**Highlights**

- Nja Duff Japan leverages the power of the Internet to solve Japan's problems.

- Smooth migration to the Genesis contact center system within a short period of time.

- Benefits of using the Air Conditioner Loft on a cloud basis for enhanced flexibility.

- Peer Connect: A widely used IVR call recording solution for seamless customer experience.

- Improved performance and KPIs after introducing the Genesis system.

- Significant improvements in average connection feeling and reduced waiting time.

- Increased reporting capabilities with the Genesys system, saving time for agents.

- Genesys: A customer-focused company with advanced technology.

- Shortened lead time for new business development through advanced technologies.

- Cloud-based system for enhanced problem-solving capabilities.

- Pair Connect: An important core system for connecting clients.

- Genesis: A partner for a new future in contact centers.

**FAQ**

**Q: How long did it take for Nja Duff Japan to migrate to the Genesis contact center system?**

A: Nja Duff Japan successfully migrated to the Genesis system within a short period of four months, experiencing a smooth transition without any major issues.

**Q: What are the benefits of using the Air Conditioner Loft on a cloud basis?**

A: The Air Conditioner Loft offers enhanced flexibility and scalability, allowing Nja Duff Japan to adapt to changing business requirements. It also provides a wide range of optional functions, empowering them to tailor their contact center system according to their specific goals.

**Q: What is Peer Connect, and why is it important for Nja Duff Japan?**

A: Peer Connect is a widely used IVR call recording solution that plays a crucial role in Nja Duff Japan's contact center system. It offers comprehensive features for efficient call management and ensures a seamless customer experience.

**Q: How has the Genesys system improved reporting capabilities for Nja Duff Japan?**

A: The Genesys system has significantly increased reporting capabilities for Nja Duff Japan. Previously, generating reports required manual downloading of CSV files, but now many items can be viewed directly on the system screen, saving time for agents and enabling efficient monitoring of various numerical values.

**Q: How has the Genesys system reduced the time spent by agents in checking reports and numerical values?**

A: With the Genesys system, agents can quickly retrieve the data they need, as many items can now be viewed directly on the system screen. This time-saving feature has improved overall efficiency and allows agents to focus more on providing excellent customer service.

**Q: What is the significance of Pair Connect for Nja Duff Japan?**

A: Pair Connect is an important core system that connects Nja Duff Japan with their clients. It facilitates seamless communication and collaboration, ensuring a smooth and productive working relationship.

**Q: What is the vision of Genesis for the future of contact centers?**

A: Genesis shares a vision for a new future in contact centers, embracing innovative solutions and new ways of working. Their partnership with Nja Duff Japan has opened up endless possibilities in the realm of customer service.

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