Case Study: Edenred Mexico achieves 100% sales growth and 30% NPS lift with Genesys Cloud (Genesys)

Boosting business results through innovation

Edenred Mexico, the local arm of the global leader in transaction solutions, serves more than 3.5 million users, 35,000 clients and 250,000 stores. Its 700+ agent contact center handling roughly 80,000 contacts per month was hampered by an outdated on‑premises platform that couldn’t integrate with CRM, had an unstable predictive dialer, required excessive manual work and lacked support for remote operations—limiting customer experience and key KPIs.

Edenred implemented Genesys Cloud in a phased rollout, achieving full CRM integration, a reliable predictive dialer, new automation features and a Remote function that enabled rapid work‑from‑home deployment during COVID. The migration doubled sales (100% increase), raised contact levels by 50%, improved NPS by 30%, doubled conversion rates and delivered stable, fully delocalized operations with higher agent productivity.

Edenred

Aurelie Bagard

Director of Distant Sales