Genesis Financial Solutions is a financial solutions provider, which specializes in “second-look financing” for consumers and merchants that are unable to borrow from a prime lender. Genesis provides direct-to-consumer credit cards to aid customers in rebuilding credit. Support for its customer base is delivered by its 400-strong call center based in Akron, Ohio.

Genesis Financial Solutions has long relied on a virtual desktop infrastructure (VDI) for its operations, with a limited use of softphones. Being a credit card provider, Genesis relies heavily on a team of call agents to deal with the round the clock assistance its customers need. Upon having to rapidly shift to a remote working model due to the COVID-19 global pandemic, the team quickly realized its existing setup was not up to the task.