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Cloud Customer Service Solution

Case Study: NSE Genesys Cloud Cloud Customer Service Solution in the Manufacturing Industry



  • Before implementing NSE Genesys Cloud, the situation was as follows:
  • The system was unstable, and the Agent Desktop was outdated, often resulting in missed calls.
  • The PBX switch vendor and the Agent Desktop development vendor were different, leading to decreased IT efficiency.


  • Reasons for choosing NSE Genesys Cloud:
  • NSE is both an Avaya and Genesys agent with extensive experience in implementation and integration.
  • NSE has offices in both Taiwan and Mainland China (Taipei, Taichung, Kaohsiung, Beijing, Shanghai, Shenzhen, Guangzhou), allowing immediate support for customers in various locations.
  • NSE's engineers possess the technical expertise and experience in integrating the Genesys Platform with Google CCAI.


  • Introduction to NSE's Implementation of Genesys Cloud:
  • The implementation included Voice Intelligent ACD (Automatic Call Distribution), recording, Agent Desktop, report monitoring, and integration with the backend system, enabling customers to quickly access FAQ answers through self-service IVR channels and perform outbound automated voice debt collection.
  • The project was completed within 2 months of the customer placing the order, and there are plans to expand to Line and FB Messenger service channels in the future.
  • The connection rate before implementation was around 70%, which improved to around 99% after implementation.

NSE possesses the technical expertise and experience in integrating Genesys Platform & Google Contact Center AI chatbots.