CASE STUDIES
Proven trajectories
Three sectors, three distinct challenges. Figures drawn from our engagements — anonymised under our confidentiality agreements.
All references are anonymised under our confidentiality agreements.
BANKING SECTOR
A Moroccan banking leader
400 agents · Casablanca
Challenge
End-of-life Avaya on-premise infrastructure, telecoms costs up 40% over three years, zero real-time reporting for supervisors.
Mission
Migration to Genesys Cloud CX + Salesforce CRM integration
Duration
10 weeks
DEPLOYMENT
We started with a complete technical audit of the existing Avaya infrastructure — call flow mapping, migration risk identification and design of the target Genesys Cloud architecture. The cutover took place in 10% waves over ten weeks, with dual-running maintained until each batch was fully validated. Salesforce CRM integration was deployed in parallel, connecting the customer record in real time within Genesys. The final go-live took place on a Sunday evening with no visible interruption for the bank's customers.
−38%
telecoms costs
+22%
FCR at 3 months
0
production incidents
< 12 months
return on investment
“The phased 10% wave cutover allowed us to keep every line active. At no point did our customers notice the transition.”
INSURANCE SECTOR
A leading national insurer
150 agents
Challenge
CSAT at 6.2/10, call abandonment rate at 34%, negative NPS. Customer journeys had not been reviewed in five years.
Mission
Omnichannel CX audit + journey redesign + quick win deployment
Duration
6-week diagnostic + 3-month deployment
DEPLOYMENT
We conducted a six-week omnichannel CX audit: listening to 400 calls, analysing chat and email verbatims, mapping 12 distinct customer journeys. Prioritisation was based on ROI impact and implementation complexity — quick wins were deployed from week 4: IVR rewrite, reduction of internal transfers, optimised agent scripts. The second phase integrated an automatic callback module and a real-time supervisor dashboard, drastically reducing the abandonment rate.
+18 pts
CSAT (6.2 → 7.8)
−28%
abandonment rate
+24 pts
NPS (−8 → +16)
2 weeks
to the first gains
“We had intuitions about our CX weaknesses. One-X quantified and prioritised them. The quick wins convinced our management team by week six.”
TELECOMS SECTOR
A major Moroccan operator
600 agents
Challenge
65% of calls were about simple queries: account balance, tariff plans, invoices. Agents were overloaded with low-value volume.
Mission
NLU voicebot deployment + real-time agent assist on Genesys
Duration
8 weeks
DEPLOYMENT
The project began by identifying the 15 most frequent call reasons representing 65% of volume. We designed and deployed an NLU voicebot on Genesys, capable of handling requests in natural language without a rigid decision tree. An Agent Assist module was integrated into the agent interface, displaying real-time response suggestions based on call transcription. Agents were trained over two days to adopt the new human/AI dynamic.
52%
calls deflected to the bot
÷3
cost per FAQ interaction
24/7
availability at no extra cost
+28%
agent satisfaction
“Our agents finally handle complex requests. The bot manages the volume, they manage the relationship. That's exactly the split we were looking for.”
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