SUCCESS STORY: CEGEKA Consolidating Contact Centers Improves Efficiency Genesys helps Cegeka, a European ICT solutions provider, offer world-class customer service at lower cost Creating a single customer service view Cegeka provides high-quality ICT solutions across five countries, helping clients achieve their business objectives. Employing 3200 people, it realized a 2014 turnover of €280 million—17 percent up on the previous year. In fact, Cegeka has become so good at outsourced IT support that many of its clients ask the company to take over their helpdesks, too. Luc Greefs, Director of Shared Delivery Services, says: “The inevitable result was that we ended up with a distributed, multi-vendor contact center environment.” With an environment spanning multiple sites and at

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