As a leading provider of telecommunications products and services in Chile, Telefónica Chile has more than 4,000 employees and approximately 12 million customers. Identified through its brand Movistar, Telefónica Chile is a division of Telefónica, S.A., one of the largest telephone operators and mobile network providers in the world.
By switching from multiple vendors to the Genesys™ product, Telefónica Chile has increased operational performance. Agents now have a single customer service view and can access every application from a single agent desktop. The company also has optimized time management and balanced traffic volumes among outsourcers to ensure customers have a consistent and convenient experience.
“With the Genesys solutions, we have seen a 6x increase in customer satisfaction over the last 5 years. Resolution rates have increased by 20%, reducing the number of calls by 25%.”
Isidoro Solar, Deputy Manager Digital Channels, Telefónica Chile
