Case Study: Visaya Knowledge Process Outsourcing Corporation achieves 6,500% growth and virtually no downtime with Genesys PureConnect

Visaya KPO Delighting customers with consistently high service levels

Visaya Knowledge Process Outsourcing (KPO) Corporation is a Philippines‑based contact center partner to global healthcare, education, retail, finance and IT clients. As multichannel volumes exploded, the company needed to accelerate new business, improve efficiency and scale outbound operations while remaining flexible and cost‑effective.

Visaya deployed the Genesys PureConnect platform, implemented and supported by Nexus Technologies, to unify three contact centers and integrate with Salesforce. The solution delivered robust inbound/outbound, self‑service, reporting and predictive‑dialer capabilities, letting supervisors optimize staffing and campaigns from a single desktop. The result: rapid, sustained growth—from 12 to 800+ employees (about 350 agents on PureConnect)—virtually no downtime over 12 years, daily handling of ~2,000 inbound and 30,000 outbound calls plus chats and emails, improved SLAs, higher conversion rates and more motivated agents.

Visaya Knowledge Process Outsourcing Corporation

Butch E. Valenzuela

President and CEO