Case Study: Voicenter achieves 140% growth and 50,000+ daily multichannel interactions with Genesys

Voicenter - Customer Case Study

Voicenter S.A. Paraguay, founded in 2005, is a regional contact center provider with more than 1,000 employees serving 12 major multinational clients across finance, cooperatives and pharmaceuticals. Facing rapid demand for multichannel contact handling and superior customer experiences—including a fast ramp for new client CTI Móvil—Voicenter needed to scale quickly and add IVR, digital channels and robust performance monitoring.

Voicenter implemented the Genesys Customer Experience Platform along with Digital Channels, Self‑Service IVR, Outbound, Workforce Management and Reporting & Analytics, installing 120 seats in under 30 days and expanding to 800+ seats overall. The solution now processes over 50,000 interactions daily across voice, CRM and social media, supported a 140% business growth year, enabled a new location and positioned Voicenter for continued regional and global expansion.

Voicenter

Ricardo Ramirez

Contact Center Executive Director