Case Study: Vivo achieves unified omnichannel CX, 90% customer satisfaction and $1.5M annual savings with Genesys Engage

Vivo transformed its contact center with an innovative strategy of automation and customization of the customer experience

Vivo, Brazil’s leading quadruple-play provider with more than 90 million customers and 17,000 concurrent agents, faced a fragmented contact-center landscape after acquiring GVT: multiple platforms across 30 sites and outsourcers with legacy systems. The company needed to unify customer interactions, modernize outdated infrastructure, cut support costs and introduce AI-driven self-service and digital channels to improve experience and efficiency.

Vivo selected Genesys Engage to build a unified omnichannel contact center—integrating inbound/outbound, IVR, digital channels (WhatsApp, Facebook), co-browse, AI virtual assistant Aura and workforce management—backed by a robot-training center and agent redeployment. Launched in 2019, the transformation drove faster responses, more than $1.5M in annual support-cost savings, over 90% customer satisfaction, a 20% reduction in staffing with reassignment to higher-value roles, 22% of prepaid calls handled by the virtual assistant and over 1 million customers adopting digital channels.

Vivo

Rafael Grottoli

IT Director