Since its inception in 2005, Voicenter S. A. Paraguay has made strong investments and endeavored to become a leading provider of world-class contact center solutions at a local and regional level.

When CTI Móvil, a subsidiary of América Móvil, arrived in Paraguay, a group of private investors decided to form Voicenter in an attempt to offer the new telco an outsourced call center solution. Already familiar with Genesys solutions, the Voicenter shareholders once again turned to Genesys in order to provide a comprehensive, best-in-class customer service solution that would rapidly enable CTI Móvil to handle large volumes of contacts.

Voicenter established a relationship with Genesys at the time it was created in 2005. Genesys has helped the Voicenter project become a reality.

Benefits

  • Expandits customer service operations to more than 800 seats (1000+ agents) and serve 12 major companies.
  • Processes over 50,000 interactions every day across multiple channels and environments.
  • Voicenter grew 140% in 2013.

"We always had a satisfactory experience with Genesys and when we needed a CTI solution we did not hesitate to look back."

Ricardo Ramirez
Contact Center Executive Director

Challenges

  • Become a leading regional provider of world-class contact center solutions
  • Offer the ability to handle a large number of contacts across multiple channels
  • Deliver superior customer experiences across industries and functions