Case Study: Cetelem achieves a fully digital omnichannel customer journey and higher NPS with Genesys Engage

Cetelem - Customer Case Study

Cetelem, part of the BNP Paribas group and a leading consumer credit provider in Brazil since 1998, launched a digital transformation to fix a technology gap in its contact center. The company faced limited communication channels, outdated systems and a poor customer experience that contributed to low Net Promoter Scores.

Cetelem selected Genesys Engage and deployed speech and text analytics, mobile engagement, email, chat and SMS to build an integrated omnichannel, fully digital customer journey. The solution gave customers channel choice, improved the overall experience and lifted NPS to 35.

Cetelem

Ayres Neto

Head of Digital