Case Study: Grupo Saesa achieves stronger customer experience with Genesys Cloud from Genesys

Grupo Saesa powers up its CX strategy with Genesys Cloud

Grupo Saesa, one of Chile’s leading electric utilities, needed to modernize its customer experience while handling omnichannel communication and frequent service disruptions caused by storms and outages. To support this transformation, the company turned to Genesys and its Genesys Cloud platform as part of a broader contact center and digital CX strategy.

Genesys implemented Genesys Cloud to unify customer interactions and strengthen AI-enabled support across channels. The results included a 10% reduction in handle time, unified data across channels, and increased call containment with AI-powered virtual agents, helping Grupo Saesa respond more effectively and improve service during critical moments.

Grupo Saesa

Francisco Noel Petrlik

Customer Manager