Case Study: República AFAP (Uruguay’s largest private pension fund) achieves 30% higher customer satisfaction with Genesys

República AFAP Partners with Genesys to Deliver Superior Customer Service

República AFAP, Uruguay’s largest private pension fund and winner of the 2014 Premio Iberoamericano a la Calidad—Oro, aimed to deepen personal relationships with customers across life stages while responding to a national reform of the mixed social security system. The company needed a contingency plan to retrain staff, overhaul customer-service processes and upgrade technology, but its legacy call-center systems couldn’t support the high-touch, multi-channel strategy it envisioned.

República AFAP transitioned to a Genesys platform through partner Telefax, deploying inbound voice, mail, chat and callback with skills-based routing, customer segmentation and analytics. The integrated solution improved phone engagement and multichannel service, delivered a 30% higher customer-satisfaction rating than competitors, and strengthened the brand while enabling scalable, personalized support.

República AFAP

Diego Moles

Sales Manager