DSW was growing fast, but its outdated on-premises Genesys system was unstable and difficult to customize. It also wasn’t an omnichannel solution, which meant DSW managed multiple tools for each channel.
With CXone, DSW now has a unified cloud platform that enabled it to cost-effectively bring on three overseas business process outsourcers (BPOs) to optimize its operations. DSW also uses post-call surveys to ensure customers are receiving outstanding support. The switch to CXone has paid off: the company achieved 90% customer satisfaction.