Case Study: Inter achieves 24/7 omnichannel service and scalable growth with Genesys Cloud CX

Inter - Customer Case Study

Inter is a fast‑growing Brazilian digital financial platform with about 10 million customers and a 2,000‑person contact center. Facing 5% monthly growth and roughly 25,000 new accounts a day, Inter grappled with contact‑center complexity, stability issues and the need for a scalable, cloud‑native solution to unify omnichannel customer interactions.

Inter adopted Genesys Cloud CX on AWS, consolidating calls, email, chat and WhatsApp onto a single agent desktop and removing infrastructure management and multiple vendors. The move enabled uninterrupted 24/7 service (about 150,000 phone and 250,000 WhatsApp interactions weekly), boosted outbound campaign productivity with an integrated dialer and Salesforce, introduced the IBM Watson chatbot “Babi,” and delivered predictable licensing, centralized workforce management, real‑time analytics and significant IT and productivity savings.

Inter

João Marcus Santos

IT Manager