Case Study: BIS Contact Center achieves rapid 9-day cloud migration and scalable growth with Genesys Cloud

BIS Contact Center addresses new market dynamics by evolving its business model and technology

BIS Contact Center is a Cartagena‑based BPO that specializes in high‑value healthcare services (appointment management, pre‑surgical instructions, telemedicine) and needed to accelerate an on‑premises to cloud migration to serve local and offshore clients, parameterize a new solution, and provide full process visibility. The challenge became urgent in 2020 when COVID‑19 forced BIS to scale from an initial five cloud positions to 92 to run prevention campaigns and support services for thousands of elderly patients.

BIS migrated to Genesys Cloud with partner Global Networks Solutions in a record nine days, reallocated clinicians, enabled remote agents, and recruited nationwide to ensure continuity. The move delivered rapid, elastic scaling, 15 supervisory positions for full visibility, a 75% contact rate on voice/SMS campaigns, and an evolved, more efficient business model.

BIS Contact Center

Mauricio Camona

Chief Executive Officer and Founder