SIXT modernizes its customer service platform with Genesys Cloud

For the implementation, SIXT partnered with NTT DATA, drawing on our deep expertise in cloud and migration projects. The company selected Genesys Cloud as the central component of their new architecture, later integrated with Salesforce Service Cloud.

The rollout took place in several phases over nine months. Notably, the SIXT team handled most of the migration themselves, supported by targeted training and on-demand consulting from NTT DATA.

We also helped them improve license efficiency through a new management model. Instead of individual licenses, SIXT now uses a concurrent-user approach — a shared pool that allows customer advisors in different shifts and time zones to access the system flexibly.

Since moving to Genesys Cloud, SIXT has delivered even faster and more efficient customer service.

Omnichannel customer support from a single platform

The new cloud-based system delivers measurable business benefits. Adjustments and new features can now be implemented quickly in-house, without lengthy approval processes or reliance on external specialists.

The intuitive user interface of Genesys Cloud has significantly reduced administrative effort, empowering both IT and business teams to manage the platform independently.

A modern interface, tight integration with Salesforce and Microsoft Teams, and streamlined daily workflows have also led to a marked increase in agent satisfaction.

AI integration and agile ways of working

By introducing Genesys Cloud and Salesforce Service Cloud, SIXT reached an important milestone in the digital transformation of their customer service. The new platform represents not only a technological upgrade, but also a strategic shift — away from on-premises systems and toward agile, cloud-based solutions.