Case Study: Cielo boosts contact center efficiency with Genesys Cloud

Cielo boosts efficiency by 50% with Genesys Cloud

Cielo, a large financial services company in Brazil, faced challenges with a complex and siloed contact center environment. Their agents struggled with multiple systems, leading to inefficiency, while IT managed hundreds of on-premise servers. To improve customer experience and control costs, Cielo partnered with Genesys to migrate from an on-premises solution to the Genesys Cloud CX platform.

Genesys implemented a unified cloud solution that integrated multiple communication channels and seamlessly connected with Salesforce. This allowed Cielo's 1,500 agents to manage all interactions from a single interface. The Genesys solution resulted in a 50% improvement in efficiency, the deactivation of 200 servers, and faster agent onboarding. Most customer issues were now resolved during the first interaction.

Cielo