Case Study: Aseguradora del Sur achieves 80% increase in contact center revenue with Genesys Cloud CX

Aseguradora del Sur gains 80% increase in contact center revenue

Aseguradora Del Sur, an insurance company in Ecuador, wanted to improve customer experience, reduce operational inefficiencies, and free up capacity for sales and collections campaigns. Its traditional call center model left agents overloaded with routine tasks, limiting growth. Genesys helped the company modernize its contact center with Genesys Cloud CX®.

Genesys implemented an omnichannel solution that unified telephony and WhatsApp, added speech and text analytics, launched a 24/7 virtual agent, and integrated with the CRM for a 360-degree customer view. With Genesys, Aseguradora Del Sur achieved a 40% reduction in agent interactions, a 50% decrease in operational workload, and an 80% increase in contact center revenue, along with gains in first-contact resolution and customer satisfaction.

Aseguradora Del Sur

Juan Fernando Cevallos

VP of Business