Real outcomes for Fortune-class enterprises

A global retail bank was running an aging on-prem contact center across multiple regions, with rising maintenance costs, brittle integrations and no clear path to AI. Any migration risked disrupting millions of customer interactions a day.

RACube designed a phased, parallel-run migration to Genesys Cloud CX, cutting over 4,000 agents in controlled waves with full rollback safety nets. We re-platformed routing, rebuilt CRM and telephony integrations, and embedded secure authentication and PCI-DSS controls - with certified architects running each wave.

The bank completed the migration with zero customer-facing downtime, lifted CSAT by 32% and cut average handle time by 41% - while reducing platform maintenance cost and unlocking AI and analytics capabilities it couldn't run on legacy infrastructure.

A large healthcare provider was overwhelmed by routine inbound calls - appointment scheduling, prescription refills and basic enquiries - driving long wait times and burning out scarce contact-center staff.

RACube built a HIPAA-compliant conversational AI triage bot integrated with the provider's scheduling and records systems. The bot resolves routine requests across voice and chat, authenticates patients securely, and escalates clinical or complex cases to the right human team with full context.

The bot now deflects 65% of inbound calls, slashing wait times and freeing staff for high-value patient care - delivering $4.2M in annual savings while improving patient access and satisfaction.

A telecom operator's fragmented channels - siloed voice, chat and app support - produced disjointed customer journeys, repeated contacts and rising churn in a fiercely competitive market.

RACube delivered a unified omnichannel CX platform on Genesys Cloud in nine months, with connected journeys, intelligent routing, proactive retention flows and analytics tying every interaction to churn and NPS drivers.

Within a year the operator raised NPS by 18 points and cut churn by 28%, with customers moving seamlessly across channels and retention teams acting on real-time signals.

A national insurer's first-notice-of-loss process was manual and phone-bound, creating long intake times, inconsistent data capture and frustrated customers at their most stressful moment.

RACube implemented omnichannel self-service for FNOL and claims status, with intelligent routing, automated data capture and integration to core policy and claims systems - backed by RACube's automation tooling for reliable deployment.

Claim intake time fell by half, data quality improved, and customers gained 24/7 visibility into claim status - lifting CSAT by 24% while reducing cost per claim for the carrier.

A multi-brand retailer faced punishing seasonal spikes - order status, returns and loyalty enquiries overwhelming its contact center during peak shopping periods, with CSAT dropping just when it mattered most.

RACube deployed AI-driven self-service for order tracking, returns and loyalty, with proactive notifications and seamless agent handoff for complex cases - engineered to absorb seasonal surges without adding permanent headcount.

The retailer handled 3x peak volume with flat staffing, raised peak-season CSAT by 27%, and shifted agents from repetitive status checks to revenue-generating, high-touch service.