Case Study: Visión Banco achieves operational efficiency and cost reduction with Genesys

Visión Banco Paraguay optimization and efficiency as a result of working with Genesys

Visión Banco Paraguay, founded in 1992, is a leading microfinance bank with 96 branches and about 2,000 employees that prioritizes inclusive, customer-centered service. The bank struggled with an outdated, manual system for handling customer interactions that produced no useful statistics, hindered workforce optimization, and left customers frustrated by repeated transfers and lack of timely help.

To address this, Visión Banco implemented Genesys solutions—including the Customer Experience Platform, Continuous Workforce Optimization, Contact Center Modernization, Proactive Communications, and Digital Channels—enabling integrated voice, self-service, video and multichannel interactions with preserved context and recording capabilities. The result was improved operational efficiency and workforce distribution, reduced operating costs, faster time to market, and a consistent, customer-preferred multichannel experience that supports a new customer-centric service model.

Visión Banco

Estela Spelt

Client Manager