Case Study: Vanti achieves 360° operational visibility and balanced contact centers with Genesys Cloud CX

Digital transformation provides a 360-degree view

Grupo Vanti, Colombia’s leading natural gas company serving over 3 million customers across 105 municipalities, needed to modernize its contact centers and gain a 360-degree view of operations. The company faced siloed providers, imbalanced workloads across three contact centers and 400+ agents, limited SAP CRM integration, inconsistent call recording for regulatory compliance, and the requirement to migrate quickly without disrupting high service levels (about 95% service and a 5–6 minute average handle time).

Vanti migrated to Genesys Cloud CX to create an omnichannel, all‑in‑one platform that integrated with SAP CRM, automated processes and enabled 100% call recording and consolidated management. The solution balanced workloads, added self‑service and digital channels (IVR, chatbots, WhatsApp, email), sped deployment from months to hours, maintained service quality and AHT, sustained 100% availability during COVID surges (handling up to 900k daily calls with ~30% more agents), and improved CX while meeting compliance requirements.

Vanti

Gloria Carvajal Álvarez

Call Center Coordinator