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Case Study: Banco Solidario achieves omnichannel cloud contact center and 100% remote operations with Genesys Cloud CX
A Genesys Case Study
Crafting a better experience across channels
Banco Solidario, an Ecuadorian bank specializing in microloans that has supported over 580,000 small entrepreneurs, faced an aging on‑premises contact center that couldn’t scale to new digital channels or support automation. The bank needed an omnichannel platform and a virtual assistant to maintain personalized service, improve efficiency, and ensure continuity during the COVID‑19 crisis.
Banco Solidario implemented Genesys Cloud CX with partners Seteinfo and Aivo, launching the Marisol virtual assistant across web and WhatsApp and unifying voice, email, chat and messaging. The move made it the first cloud contact center bank in Ecuador, enabled 100% remote operations during the pandemic, tripled daily bot interactions, and reduced transfers to live agents to about 14%, while easing the burden on the bank’s IT team.
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Banco Solidario
Damián Cruz
Digital Channel Consultant