Case Study: La Bolsa de Valores de Colombia (BVC) achieves 80% higher contact rates and 50% increase in first‑contact resolution with Genesys Cloud CX

Omnichannel integration creates a premium customer experience

Bolsa de Valores de Colombia (BVC), the country’s stock exchange operator, faced the challenge of unifying two merged companies into a single, customer‑centric service model. Its legacy on‑premises Avaya contact center lacked omnichannel capabilities and CRM integration, slowing customer identification and service processes and requiring a rapid modernization that could also support remote operations during the COVID‑19 crisis.

BVC partnered with Interaxa to deploy Genesys Cloud CX in just six months, integrating with Salesforce and consolidating a centralized customer database. The omnichannel solution enabled a dynamic IVR (cutting navigation time by 50%), reduced caller identification from over four minutes to 30 seconds, raised contact rates by 80%, improved first‑contact resolution by 50%, and allowed 100% of agents to relocate to remote work during lockdown.

La Bolsa de Valores de Colombia (bvc)

Diego Galindo Hernández

Director of Customer Service