Case Study: CATSA (Centro de Asistencia Telefónica S.A.) achieves multichannel customer engagement and operational efficiency with Genesys

Business Optimization for Spanish Outsourcer

CATSA (Centro de Asistencia Telefónica S.A.), part of the PRISA group and operating across Spain, Peru and Colombia with roughly 1,500 agents, needed to deliver a cost‑effective, multichannel customer experience while keeping costs and turnover down. The outsourcer had to let customers contact them by voice and digital channels, improve agent satisfaction and retention, and meet strict SLAs without increasing headcount.

By deploying an integrated Genesys platform—including CIM, Outbound Voice, Email/Chat, Workforce Management and CRM integrations—CATSA gained a single customer view, seamless voice and digital routing, and automated outbound campaigns. Results included significantly better call‑to‑agent ratios (pilot gains up to roughly 40%), more campaigns handled with the same staff, easier SLA compliance, integrated Spanish and Latin American operations for greater flexibility and new revenue streams, and improved employee working conditions.

CATSA

Ángel Ruiz Calonge

IT Director, CATSA