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

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Challenges

  • Accelerate new business
  • Improve efficiency and performance

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