Cetelem

A journey to digitization

Cetelem, a consumer credit company and part of the BNP Paribas group, is a leader in the global financial industry. With over 50 years of experience in the credit market, Cetelem has been in Brazil since 1998. It offers a wide portfolio of cards from the largest retailers in the country, in addition to a series of credit solutions, including personal and payroll loans, financing, insurance, and assistance services.

Cetelem started its digital transformation four years ago to overcome a technology gap in the contact center. The company began its search for a provider to help achieve its vision of an integrated omnichannel experience for customers. With the belief that offering a better experience to its customers would also lead to better financial results, Cetelem selected Genesys.

With Genesys, Cetelem can now offer its customers a fully digital journey and the communication channel of their choice. This has led to a better customer experience and higher Net Promoter Scores.

Benefits

Increased NPS to 35
Fully digital customer journey
Omnichannel capabilities

“We looked for a partner that could bring us a vision of omnichannel and integrated all those channels, so we could offer a better experience to our customers and Genesys was this partner. It was our choice and it was certainly the right choice.”

Ayres Neto, Head of Digital, BNP Paribas | Cetelem

Challenges

Lack of communication channels for customers
Low NPS
Outdated technology created a poor customer experience

Product

Genesys™ solution

Solutions

+1.888.436.3797

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.