Fonterra, producing 30% of the world’s traded dairy, modernized its fragmented contact centers by adopting Genesys Cloud with Black Box as implementation partner. The cloud platform integrated Salesforce, creating a single customer view across 70 seats in four centers, including Farm Source, which handles up to 145,000 seasonal calls. The solution reduced inbound calls by 29%, reassigned staff to higher-value roles, and cut scheduling from weeks to hours. It improved agent adherence by 10%, reduced third-party overflow calls by 21.8%, and supported remote work during crises like floods and the pandemic, ensuring business continuity and agility.

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