Case Study: Entel achieves 25% operational improvement and rapid contact center scalability with Genesys

Entel - Customer Case Study

Entel Contact Center, a division of Entel — Chile’s largest telecommunications and IT provider with four centers in Chile, two in Peru and about 5,000 employees — needed a world‑class, on‑premise contact center platform that would deliver cost savings, high availability, flexibility and scalable growth. The company faced a choice between absorbing rising contact center costs or adopting a new architecture to support multi‑channel interactions and improve performance.

Entel selected Genesys SIP‑based call center virtualization, a software‑only solution that eliminated legacy PBXs, unified resources across sites and enabled voice, chat and social channels plus remote agents. The deployment boosted operational performance by 25%, allowed installation of 100 new agent positions in two weeks, grew to over 2,600 positions (1,900 SIP‑based), delivered roughly 30% hardware savings and transformed Entel from a traditional call center into a modern contact center ready for future Big Data initiatives.

Entel

Guillermo Rivera

Development and Technology Manager