Case Study: Sicredi achieves R$1M+ annual support-cost savings and a scalable, secure cloud contact center with Genesys Cloud CX

Brazilian bank invests in cloud contact center for scalability and innovation

Sicredi, a Brazilian cooperative financial institution with more than 2,000 agencies and 5 million associates, needed to modernize a legacy contact center that was inflexible, lacked analytics and IVR mapping, and made seasonal scaling and remote work difficult—challenges that became urgent during the COVID‑19 pandemic and as the bank rolled out new services like Woop Bank.

In June 2020 Sicredi migrated to Genesys Cloud CX, consolidating voice channels into a single toll‑free number, enabling tax‑ID routing, decoupling agent logins from phone extensions and integrating with CRM/APIs. The cloud solution delivered full remote operation, better security and visibility, faster IVR changes and automation, and more than R$1 million in annual support cost savings, with ongoing plans to expand bot and automation capabilities.

Sicredi

Camilo Calligaro

Telecommunication Services Analyst