Case Study: Multilaser achieves a scalable, remote-ready contact center and improved customer experience with Genesys Cloud CX

Reaching a new level of customer service

Multilaser is a major Brazilian manufacturer and retailer with about 4,000 employees and a rapidly growing contact center that handled 1.4 million calls in 2020. Facing 60% growth, a jump from 150 to 250 agents, and an urgent pandemic-driven shift to fully remote work, the company’s legacy on‑premises telephony couldn’t scale or integrate with internal systems, putting voice service and customer experience at risk.

Multilaser migrated to Genesys Cloud CX, implementing voice, chat, email, WhatsApp integration and Workforce Engagement Management in a matter of weeks, using microservices to connect internal tools. The cloud solution delivered greater stability, security and scalability, a single agent interface that simplified training, improved forecasting and coaching, and boosted both customer and employee experience — with WhatsApp now handling half of interactions and plans underway to add CRM integration, speech analytics and gamification.

Multilaser

Leonardo Castilho

Head eCommerce, After-sales and Digital Marketing