Case Study: Grupo Omnilife achieves increased sales and 25% higher customer retention with Genesys

Omnilife turned to Genesys seeking to increase sales

Grupo Omnilife, a Guadalajara‑based maker of dietary supplements and personal care products with 5.5 million sales representatives in 19 countries, needed to increase sales and improve CX. Its legacy contact center processed large call volumes (1.8M inbound/37K outbound per year) without prioritization or flexible management tools, resulting in costly manual processes and underperforming outbound and affiliate recovery campaigns.

Genesys delivered an omnichannel solution—adding outbound engagement, interaction analytics, real-time and historical visibility, and business‑rule automation—to improve workload management and agent tools. The result was a 25% increase in customer retention, 20% rise in agent productivity, significantly reduced handle times, higher contact and sales conversion rates, and a positive ROI within seven months.

Grupo Omnilife

Carlos Flores

Customer Care Sub-Director