A rapidly growing logistics start-up in India aimed to set up 300 delivery hubs with a cloud-first strategy but faced challenges from limited CapEx, no infrastructure, dispersed teams, and lack of customer data. Black Box implemented Genesys Cloud CX with SimpleCRM, creating a unified omnichannel platform offering 360-degree customer visibility, AI-driven insights, and automated workflows. The cloud-native solution enabled remote advisors to deliver consistent, personalized service across voice, chat, email, and social channels. Results included faster time to market, improved agent productivity, seamless scalability, and enhanced customer satisfaction.

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