Probe CX reduced AHT by 15% using Genesys predictive routing

Probe CX is constantly looking for ways to improve how clients do business through human-led technology.

Learn how by using Genesys AI-powered predictive routing Probe CX reduced AHT by 15%.

The quick and easy deployment functionalities of Genesys Cloud CX enabled Probe CX to have more flexibility in its carriers. Eliminating the six to eight-week technology procurement cycle has made it easier to scale IT capacities as required.

The results?

• It takes less than 48 hours to deploy new clients
• A 30% increase in agility
• A 13% reduction in average handling times (AHT)
• Response times are 16% faster
• A 5% reduction in call transfers
• Cost savings of around nine to 13 full-time employees in the tested centre.