Case Study: Telefónica Chile achieves 6x customer satisfaction and 70% cost savings with Genesys

Telefónica Chile Consolidates Communications and Improves Efficiencies

Telefónica Chile (Movistar), a leading telecom with about 4,000 employees and 12 million customers, was struggling with rising call volumes and fragmented outsourcing—multiple vendors using different contact center platforms prevented a unified view of operations, leading to inconsistent customer experiences and operational inefficiencies.

Telefónica moved to the Genesys Customer Experience Platform in the cloud, adding Callback, inbound/outbound voice, call blending and Conversation Manager to unify channels, enable load‑sharing among outsourcers, and provide real‑time reporting. The transformation shortened handling times, raised first‑call resolution by 20%, cut call volumes by 25%, increased customer satisfaction sixfold over five years, and delivered up to 70% cost savings by flexibly shifting agents between inbound and outbound work.

Telefonica

Sandra Catalán

Post-Sales Services Manager