Case Study: Vivo improves customer experience with Genesys

Vivo saves over $1.5 million and boosts customer satisfaction above 90% with Genesys

Vivo, Brazil's leading telecommunications provider, faced challenges with a fragmented and obsolete technological infrastructure across its many contact centers. This disjointed system created inefficiencies and a complex customer service environment. To unify the customer experience and reduce legacy maintenance costs, Vivo selected Genesys and implemented their Genesys Engage platform.

The solution from Genesys provided a unified omnichannel platform, integrating digital channels like WhatsApp and an AI-powered virtual assistant named Aura. This implementation by Genesys led to over 90% customer satisfaction, over $1.5 million in annual savings, and a 20% reduction in staffing needs. The virtual assistant also successfully handled 22% of pre-paid calls.

Vivo