Visaya KPO

Delighting customers with consistently high service levels

Visaya Knowledge Process Outsourcing (KPO) Corporation has built a strong reputation as the partner of choice to many of the world’s top healthcare, education, retail, finance and IT companies. The prologue to this Philippines-based success story was written a decade earlier when the company sought to differentiate itself and find better ways to attract and onboard new business.

“Volumes began exploding as our clients moved toward multichannel,” said Butch E. Valenzuela, President and CEO at Visaya KPO. “We had all the usual challenges, like becoming more efficient and effective, especially around outbound. So, we needed to find a reliable contact center platform that could do more for less — and flex quickly.”

After evaluating several options, Visaya KPO invested in the Genesys® PureConnect™ application, installed and managed by local experts Nexus Technologies. Run on-premises, the product enabled the company to unify operations across three contact centers: one in Manila and two on the Visayan Islands.

Benefits

6,500% increase in company size, with virtually no downtime in over 12 years
Improved quality with tailored SLAs
Consistent results with outbound
Satisfied customers through motivated and empowered agents

“Over the last 12 years, we’ve had virtually no downtime and taken the business from 12 to 800-plus people. To me, that’s the real value of Genesys.”

Butch E. Valenzuela, President and CEO, Visaya Knowledge Process Outsourcing Corporation

Read the customer story

Challenges

Accelerate new business
Improve efficiency and performance

Product

Genesys PureConnect

Solutions

Partner

Nexus Technologies

+1.888.436.3797

Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.