Case Study: Seyco reduces arrears and operating costs while doubling contact rates with Genesys Cloud CX

Digital transformation and innovation reshape collection model

Seyco, the debt‑collection division of Chile’s Lider Bci Servicios Financieros, sought to transform from a traditional tele‑collection operation into a digital, consultative service for more than 3 million customers. The company faced an aging on‑premises contact center (multiple servers, frequent incidents), needed better decision‑making and legacy integration, and had to rapidly relocate operations when COVID‑19 struck.

Working with partner eContact, Seyco implemented Genesys Cloud CX (inbound, outbound, chat, reporting/analytics), piloted quickly and scaled to 240 agents working remotely within days. The move delivered 99.9% platform uptime, doubled contact rates, lowered operating costs and customer arrears, improved traceability and decision‑making, and enabled ongoing automation of self‑service and consultative collection processes.

Seyco

Mauricio Reyes Figueroa

Digital Development and Data Strategy Manager