Moving to the Genesys Cloud™ platform helped Cielo enhance its customer and employee experience — reducing the time spent onboarding agents and managing desktops, servers and security patching, while enabling 1,500 agents to build closer relationships through multiple channels. Cielo now serves customers faster and solves most issues during the first interaction with less effort through a single desktop integrated with Salesforce.
Expanded service
to more than 20 channels
50%
improvement in efficiency
200
on-premise servers deactivated
Cielo is Brazil’s largest credit and debit card operator — and the leading payment system company in Latin America by revenue and market capitalization. In addition to capturing, transmitting, processing and settling financial transactions, Cielo sells television services, prepaid phones and similar products.
But Cielo needed to transform its contact center and improve its customer experience (CX). Its top business challenges included increasing growth, improving financial results and controlling costs. IT complexity contributed to these problems, with service operations scattered over varying vendor technologies and support contracts. Agents continuously switched between systems and apps, struggling to serve customers and work efficiently.
The situation was made worse by inconsistent processes and an inability to quickly scale and adopt CX innovation.
“We wanted to raise service levels and make life easier for the customer, while becoming less reliant on third-party providers,” said Marcelo Ferreira, Technology Manager and Contact Center Leader at Cielo.
A loyal long-time user of the Genesys Engage on-premises solution, Cielo opted to transform its CX by moving to Genesys Cloud.
“Ten years ago, we felt Genesys had the best R&D, tools and products in the Brazilian market — and that’s still true today,” said Ferreira. “You only need look at the out-of-the-box integrations, fast deployment time and high user satisfaction.”
Assisted by Genesys Professional Services and local contact center specialists Interaxa, Cielo completed a rapid, efficient migration.
“From the moment the contract was signed, the implementation was quick and evolutionary,” added Ferreira. “We got everything up and running on Genesys Cloud within three months.”
“Our main goal is to help our customers prosper. Now, they can reach us more easily and our advisors resolve their issues faster.”
Nicolas Wsevolojskoy
Director, Cielo
Genesys Cloud now enables 1,500 agents to seamlessly manage inbound, outbound, email, chat and WhatsApp contacts through a unified desktop interface. And by adding Auvious Video from the Genesys AppFoundry® Marketplace, it builds closer personal relationships through new features like co-browsing, screen sharing and video calls.
Its customer and employee experience is further enhanced through seamless operation between Genesys and Salesforce.
“Achieving CRM integration and a 360-degree view across all channels has been a real game changer,” said Ferreira. “Customers used to contact us several times through different methods. Now, we’re able to serve them quicker and solve most issues the first time with less effort. Our agents are happier and don’t have to keep jumping between screens. We have seen a 50% increase in overall efficiency and significant Net Promoter Score uplift — key improvements that have a positive impact in reducing customer churn.”
“The Genesys Cloud Reporting is great for uncovering insights that inform our planning and decision-making. That helps us present new ideas to the business such as routing and outbound dialer improvements or further ways to reduce agent idle time.”
Lucas Gami Silva
Genesys Product Owner, Cielo
With its previous Genesys Engage solution, the company’s IT team managed around 200 onsite servers, as well as frequent security patching responsibilities. They also spent lots of time onboarding new agents and configuring desktops.
“Now, with Genesys Cloud, we don’t need to install various applications on the user’s machine,” said Lucas Gami Silva, Genesys Product Owner at Cielo. “They simply access a webpage, log in and start receiving calls, chats and emails. And they can work from anywhere with a good internet connection. Now, because Genesys Cloud is so user-friendly, new agents are ready to go after simply watching videos. Training, which used to take about a week, can now be done in one day.”
Along with faster troubleshooting, the IT team finds it easier to spot areas for improvement.
“The Genesys Cloud Reporting is great for uncovering insights that inform our planning and decision-making,” added Silva. “That helps us present new ideas to the business like routing and outbound dialer improvements and further ways to reduce agent idle time. We also use it to monitor queues and generate alerts if waiting time exceeds pre-set levels.”
“We have seen a 50% increase in overall efficiency and significant Net Promoter Score uplift — key improvements that have a positive impact in reducing customer churn.”
Marcelo Ferreira
Technology Manager and Contact Center Leader, Cielo
Cielo is currently implementing Genesys Cloud Workforce Engagement Management for scheduling and quality management. It is also considering introducing voice-oriented Genesys Cloud Virtual Agents combined with the Genesys Cloud Agent Copilot solution. This would not only identify customer intent, but also present the agent with scripts to avoid delays, augmented with knowledge articles in real time. This artificial intelligence-powered approach could be extended to reduce after-call work by automating call summarization, wrap-up codes and reasons for call selections.
“Genesys is a market leader and the one that brought the most practicality to our service model,” concluded Ferreira. “That gives us significant power in our contact center decision-making when it comes to offering our customers the best experience and products.”
To learn more about the solutions featured in this case study, visit www.genesys.com.
