Banco Rio Selects Genesys to Transform its Call Center

Banco Rio sought a simple and accessible solution that would allow them to appropriately route customer calls based on real-time statistics and customer information, and extend self-service capabilities. Banco Rio will implement the Genesys Voice Platform (GVP) and Genesys Inbound Voice. GVP leverages open standards, such as Voice XML, to make Web-based information available to customers over any telephone. It will extend Banco Rios customer service capabilities to effectively handle a broader range of queries in self-service, and increase agent productivity and effectiveness by transferring their focus to complex interactions that automated solutions are unable to handle. With the new Genesys solutions, customers have more options for self-service and when needed can be quickly connected to the best available agent resource at Banco Rio, minimizing caller wait time and improving the level of personalized service given to each customer. In addition, Banco Rio will leverage GVPs user-friendly graphic development tools, enabling the contact center technology team to create new services and customize existing ones without the need for third party intervention, thus maximizing enterprise resources and getting the best out of the Genesys solution. The implementation, which involves 650 contact center agents and 480 ports of Genesys Voice Platform, will be headed by Interaxa, a Genesys partner. Implementation is underway by the Interaxa team and will be completed by the end of 2005.