The Challenge
A mid-sized financial institution, already operating on Genesys Cloud CX was experiencing critical issues with their IVR, including obsolete menu options, high abandonment rate, and unreliable speech recognition. Although the organization was aware of the impact these issues had on the customer experience, they were hesitant to expand the scope or cost of their Genesys Cloud deployment without clear and measurable ROI. Genesys Professional Services engaged Connex to help address these challenges.

The Solution
Connex proposed a comprehensive IVR code audit and system review. This included identifying key areas for optimization and providing a detailed cost-benefit analysis of the recommended improvements to help the customer make informed decisions with minimal risk.

What set us apart: Connex delivered more than just recommendations—we executed a full customer experience audit, replicated the environment using Terraform, and introduced reusable infrastructure modules along with automated testing. These initiatives not only resolved the immediate issues but also provided the customer with a more scalable and maintainable platform. The implementation of automated testing significantly reduced future deployment risks, enabling smoother ongoing enhancements.
‍

The Outcome
The institution retained its investment in Genesys Cloud CX, achieving a marked improvement in IVR performance, customer experience, and call containment. Most importantly, the success of this engagement restored the customer’s confidence in the Genesys platform. Connex remains a trusted partner, continuing to support and evolve the customer’s CX infrastructure.

“Connex redefined how we approach customer experience. Their ability to quickly identify the root issues, implement scalable solutions, and future-proof our platform gave us renewed confidence in our investment.”

— VP, Customer Experience, Mid-Sized Financial Institution