Case Study: Grupo Equatorial achieves 50% better first-call resolution with Genesys Cloud CX

Omnichannel CX leads to a 50% improvement in first-call resolution

Grupo Equatorial, a Brazil-based energy company serving millions across a vast footprint, needed to modernize customer service for an increasingly digital, omnichannel environment while also meeting new regulatory requirements. Its legacy phone- and in-person-first model lacked support for digital channels, consistent service across regions, and efficient training and performance management. The company turned to Genesys Cloud CX to create a unified customer experience platform.

Genesys implemented Genesys Cloud CX with capabilities including IVR, email, SMS, web messaging, speech analytics, and workforce engagement management. The results included 100% system availability, a 26% reduction in repeat calls, and a 50% improvement in first-call resolution, with FCR rising from 60% to nearly 90% in some operations. Genesys also helped Grupo Equatorial speed call rerouting, improve compliance reporting, and give agents real-time visibility into customer sentiment and performance.

Grupo Equatorial

Maurício Alvares da Silva Velloso Ferreira

Director of Corporate Clients and Services