Case Study: Edenred achieves higher customer satisfaction and agent productivity with Genesys Cloud CX

Cloud contact center transforms customer service

Edenred Brazil, a payment services and benefits company, was struggling with an aging, non-integrated on-premises contact center system that had reached end of life. It needed a more flexible, scalable way to unify voice, email, chat, and WhatsApp while improving agent usability and customer service. Edenred chose Genesys Cloud CX to modernize its contact center.

Genesys implemented an omnichannel cloud contact center integrated with Salesforce, Microsoft Power BI, internal systems, and chatbot capabilities, enabling remote migration of 14 IVRs and full channel integration. The results included an 8% increase in agent productivity, a 97.95% customer satisfaction rate, a 12.64% drop in service claims, and about $10,000 in monthly maintenance savings for Edenred.

Edenred

Jéssica Mallach

Continual Improvement Coordinator