Case Study: Cablemás reduces call abandonment and boosts contact success with Genesys

Cablemás Maximizes Investment with Training from Genesys University

Cablemás, a leading Mexican telecommunications provider serving about 2.8 million homes across 49 cities, faced the challenge of fully leveraging its existing Genesys contact center solutions to maximize ROI and improve customer experience across roughly 65,000 daily interactions. Their technical team also wanted to reduce dependence on external consultants and gain deeper operational knowledge of planning, deployment, maintenance and problem-solving.

Genesys University delivered a customized, classroom-based training program tailored to Cablemás’s products and roles, with internal knowledge-sharing to scale the benefits. As a result, abandonment rates fell from 8% to 3%, outbound campaign volume rose from 10,000 to 25,000 calls per day, contact success improved (from 35% to 44%), and the in-house team became more proactive—leading to better customer service and higher client satisfaction.

Cablemás

Fernando Santiago

Communications, Call Center Manager, Cablemás