Case Study: Pentafon cuts scheduling time by 92% and modernizes omnichannel CX with Genesys PureEngage

Pentafon Transforming customer and employee experiences for bottom-line benefits

Pentafon, a leading Mexican business process outsourcer with 2,600 agents handling over 86 million contacts a year, struggled with end-of-life systems, limited customization and two disparate platforms that blocked a complete view of customer interactions, agent performance and training needs.

Implementing Genesys PureEngage and its native Workforce Engagement tools consolidated voice, email and webchat, enabled seamless channel switching and centralized reporting and automation. The result: schedule creation dropped from three days to two hours (92% time savings), improved forecasting and SLA compliance, better QA and daily coaching through recorded interactions, elimination of payroll discrepancies and measurable gains in agent performance and employee experience.

Pentafon

Paola Ferrer

Director of Innovation and Development