Case Study: Personal Paraguay achieves SIP-based contact center modernization and 100% call recording with Genesys

Experience, Quality and Innovation in Serving Mobile Customers

Núcleo–Personal Paraguay is a leading mobile telecommunications provider in Paraguay with over two million customers and more than 15 years of market experience. Focused on innovation and customer experience, the company faced the need to deliver a positive first-contact experience, expand its service portfolio (SMS, web, email, social), integrate multiple channels, and migrate its contact center to a SIP-based solution.

Núcleo implemented Genesys Contact Center Modernization, fully integrating its bespoke CRM and migrating off legacy telephony to a SIP/IP platform. The solution enabled multi-channel engagement, 100% call recording with redundant failover, automated surveys and real-time monitoring, and easier data analysis—delivering faster problem resolution, higher productivity and contactability, and significant operating and maintenance cost savings.

Personal Paraguay

Carmen Malgarejo

Contact Center Manager