Banking

More than ever, banks need to differentiate themselves with highly personalized financial customer service that keeps current customers and wins new ones, even as they cut budgets and work to improve profit margins. This means increasing operational efficiency and making the best use of existing resources, including the ability to integrate multiple sites into a single contact center that delivers consistently high-quality customer service across all the channels customers want to use. It also can mean extending the focus on providing a superior customer experience well beyond the contact center and into “back-office” touch points with customers, such as loan processing. 

Genesys understands the challenge of increasing service quality while reducing costs. With Genesys, customer service agents and branch personnel can see the customer’s profile and recent activity, and use that information to personalize financial service and offers. A virtualized contact center allows multiple sites to be managed as a single contact center with one set of business rules and goals. Using intelligent Workload Distribution, banks can integrate resources, contact center capabilities and internal business operations to streamline operations that occur across an organization, such as loan processing. Genesys raises productivity, reduces costs, and enables the delivery of financial customer service that turns customers into advocates.