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.