Case Study: Falabella achieves multichannel customer engagement and simplified, cost-saving contact center with Genesys

Growing multinational retailer broadens the customer experience

Falabella is one of Latin America’s largest retailers—founded in 1889 and operating department stores, banking and services across Chile, Argentina, Peru and Colombia—with more than 65,000 associates. As the business expanded, Falabella needed to add new contact center capabilities and deliver a consistent, multichannel customer experience across stores, contact centers and online channels while reducing operational costs and ensuring high availability.

Falabella implemented the SIP‑based Genesys Customer Experience Platform as a software‑only, virtualized multisite solution, migrating voice first and then unifying channels (voice, video, IM/chat) across 3,000 agents and 1,800 positions. The rollout simplified infrastructure by eliminating legacy PBXs, enabled remote/home agents, improved backend performance and channel availability, and delivered cost savings alongside robust business continuity.

Falabella

Juan Pablo Sanfuentes

Corporate Contact Center Manager