Case Study: PagBank achieves faster, more compliant customer support with Genesys Cloud CX

PagBank provides first-class support faster with a 25% drop in AHT

PagBank, a fast-growing Brazilian banking and payments provider, was struggling to deliver seamless omnichannel customer service with its aging on-premises contact center. As its business expanded, agents were forced to juggle too many tools, and PagBank needed a modern platform to improve routing, support voice/chat/WhatsApp, and better manage performance and compliance. Genesys Cloud CX was the vendor solution used to address these challenges.

Genesys implemented a unified cloud contact center platform for PagBank, supported by partner Coddera, integrating multiple channels, workforce engagement, and reporting in one system. The results were significant: average handle time dropped 25% in under four months, customer contact rate fell 50%, and uptime reached 100% with only minimal downtime over three years. Genesys also helped reduce infrastructure costs and simplify compliance with monthly updates and PCI-ready cloud capabilities.

PagBank

Rodrigo Passos

Head of Planning and Projects