Case Study: Cielo achieves omnichannel transformation and higher customer satisfaction with Genesys PureEngage

A move to omnichannel customer experience makes Cielo more accessible

Cielo, a Brazil-based card payments leader that processes about 8 billion transactions annually and serves some 2.2 million customers through thousands of agents, faced the challenge of staying the payments partner of choice in a fast-moving, highly regulated market. The company needed to make its people and services more accessible, provide frictionless omnichannel experiences on customers’ terms, increase agility and lower costs.

Cielo adopted the Genesys PureEngage platform to unify voice, IVR, mobile, web, chat, email and social into a single universal queue, optimizing IVR and consolidating inbound/outbound operations. The transformation expanded channels from roughly five or six to more than 20, improved IVR and agent workflows, raised customer satisfaction, sped issue resolution from days to hours, shortened change and training times, and boosted overall contact-center agility and compliance.

Cielo

Nicolas Wsevolojskoy