Setting new service standards

Spectacular growth

Headquartered in Belo Horizonte with 10 million customers and rising, Inter is one of Brazil’s fastest growing digital platforms. It goes beyond financial services and providing a mobile banking app — from shopping and investments to helping customers manage their business affairs with Credit Guarantee Fund protection and trusted services approved by Brazil’s central bank.

Six contact centers and a customer service team of 2,000 people including product, sales, credit, and mortgage specialists, act as support for the group’s business. Spectacular demand, coupled with a desire to unify customer experience on one omnichannel platform, led the company to look for a hosted contact center solution.

“We were seeing 5% monthly growth and opening 25,000 new accounts a day, so it was essential to find a more scalable, native cloud approach,” said João Marcus Santos, IT Manager at Inter. “Also, because of past server issues, system stability and centralized management were crucial.”

A single desktop for all interactions

Because it was well suited to its cloud-first strategy and familiarity with Amazon Web Services, Inter decided to standardize on the Genesys Cloud platform. “The contact center as a service offer was very attractive,” added Santos. “We replaced four service provider relationships with one. Genesys Cloud is delivered from their data center, leaving us free to focus on innovation.”

Advisors manage calls, email, chat and WhatsApp conversations from a single desktop. Customers enjoy uninterrupted 24-hour service every day, generating 150,000 phone and 250 WhatsApp conversations weekly. WhatsApp is mostly offered to premium clients but will shortly be expanded. In addition, the solution has helped centralize resource scheduling and reporting, optimized by real time analytics and native workforce management.

As a 100% digital platform with no branches, that’s a huge comfort. “If there’s a problem, our clients know they can phone and we will always pick up,” said Santos. “Genesys has helped us enormously in this respect, especially with tools to help enhance client experience.”

Superior agent efficiency and client experience

IT expenses used to vary. Now, budgeting and administration is much simpler. Inter has one predictable license fee with unlimited calls, regular new feature releases and innovation possibilities.

Removing time wasted on manual dialing has made outbound communications more efficient and easier to run. “Genesys Cloud Dialer has increased productivity by automating contact management,” added Santos. “We can create a campaign immediately with Genesys integrated with Salesforce.”

Leveraging AI and business intelligence

Inter wasted no time in creating Babi, a dynamic chatbot. Built on IBM Watson, it resolves many requests on the spot. “Instead of being restricted by a menu, the client can ask any question they like,” said Santos. “For example, to get a bill, discuss their credit card, or inquire about a specific investment product. If Babi cannot resolve the issue on the second attempt, the chat conversation is quickly escalated to a live agent.”

Innovation does not stop there. Babi will shortly be integrated with WhatsApp messages. Inter also intends to enhance its IVR system using AI to uncover reasons for calling so it can improve experience and speed up service even more. Other plans include combining Genesys Cloud data with Tableau analytics, creating a 360-degree view of client journeys and behavior.

“Genesys Cloud provides the stability and opportunities we lacked before to surpass client expectations and deliver the best possible service,” concluded Santos.