Russian "daughter" Bosch removed Genesys software and transferred the contact center to the Russian platform

Bosch Naumen SaaS The Russian division transferred its contact center to the domestic Contact Center platform, abandoning use. ON Genesys This became known in March 2025. The company explained that the transition to the Russian solution made it possible to increase the flexibility of cost management, improve the reporting system and scale the capacity for processing an increased flow of customers.

The Bosch contact center in Russia and the CIS serves not only consumers of its own brand products, but also provides outsourcing services to Russian technology companies. The decision to migrate to the domestic platform was made as part of the strategy of import substitution and adaptation of the business to changing conditions.

𝓲

Фото: Freepik

The new system has an interactive voice menu (IVR), which provides automatic routing of incoming calls to operators depending on the topic of calls. Contact Center employees process calls in a single work window, which displays all the necessary information for effective interaction with customers.

The implemented Russian solution allows you to process up to 11,000 requests monthly and provides the ability to flexibly scale capacities if necessary. In the six months since the transition to the new platform, 66 employees of the Bosch contact center have processed more than 57,000 requests, which indicates the high efficiency of the implemented solution.

The migration of the Bosch contact center to the domestic platform is part of the overall trend for import substitution in the field of information technology. Many international companies with representative offices in Russia are forced to adapt their IT infrastructure to the new realities associated with the geopolitical situation and the need to ensure continuity of business processes.^[1]

Notes