Case Study: Edenred Mexico boosts sales by 100% with Genesys Cloud

Edenred Mexico boosts sales 100% with Genesys

Edenred Mexico, a division of the global prepaid services company, faced challenges with an outdated on-premises contact center that lacked CRM integration, had an unstable predictive dialer, and hindered agent productivity and customer experience. Seeking a cloud-based solution for digital transformation, they partnered with vendor Genesys to implement the Genesys Cloud platform.

Genesys provided a cloud contact center solution that integrated seamlessly with Edenred's CRM, enabling a 360-degree customer view and stable omnichannel operations. The results were significant: a 50% increase in contact rate, a 30% improvement in NPS, and a doubling of the conversion rate leading to a 100% increase in sales. Furthermore, the Genesys platform enabled 100% remote work during COVID-19 with perfect stability.

Edenred