Unified platform for a seamless and world-class customer experience

A financial institute that is one of the largest banks in the Middle East with more than 70 branches in the Kingdom and 40 branches outside. Has been leading the industry in innovation, playing a major role in the modern transformation of banking in Saudi Arabia. This financial institute wanted to modernize its Contact Center to provide best customer experience using a unified solution.

Business Case

  • Improve overall customer experience
  • Replace legacy multi-vendor contact center systems with a unified solution
  • Achieve reliable, stable contact center operations
  • Expand voice-only platform with digital channels to drive growth
  • Use Smart IVR to deliver seamless customer experience
  • Better insight into real-time and historical reports
  • Improve call recording, quality management
  • Simplify forecasting and scheduling

Solutions

  • Genesys Pure Engage Platform
  • Genesys Self Service
  • Genesys Digital
  • Genesys Interaction Recording
  • Genesys Workforce Management
  • Genesys Mobile Engagement
  • Genesys Outbound
  • Genesys Omni channel Desktop

BTC helped the bank replace its old system with a comprehensive Genesys Customer Experience Platform to offer a single routing and reporting system and provide a universal view for managing interactions across multiple channels. This scalable platform now orchestrates customer information gathered from all channels in an Omni channel agent desktop, providing agents with a full picture of each customer’s previous interactions with the bank.

 

Rapid and efficient Intelligent Routing

The SIP based Genesys Customer Experience Platform was deployed to the contact center to handle all segment of customers including Blue, Gold, Diamond and Platinum with required priority. The universal routing engine routes the interactions to the best available agent, thereby providing seamless customer experience. This platform delivers flexible multi skilled configuration and unified routing, monitoring, planning and management.

Perfecting the customer experience

The quality of the customer experience is of prime importance. The Genesys Omni Channel Agent Desktop automatically consolidates customer information and presents it to the agent integrated with SPO interface. Agents and team leaders find the Genesys platform easy to use and efficient. Now customers enjoy quick, hassle-free service, they speak with advisors for complex enquiries and self-serve for simple requests, such as account transfers, checking balances and changing PIN numbers. The IVR system not only provides security authentication and language options, it also gives the institute new insights into customer behaviors.

 

Forecast and Plan with Confidence

With the Workforce Management system, the bank was able to drive the agent resource pool in an efficient and productive manner. The shifts and activities were organized to meet the peak demand and agent numbers have stayed stable against an overall rise in traffic volumes, signaling a significant productivity increase. Genesys Workforce Management enables the institute to organize employee resources, predict business traffic, monitor agents in various locations and optimize their skill sets. The contact center leader at the bank can run various standard or customized reports and automate data feeds into their customer experience dashboard, giving them real-time insights into the complete customer journey.

 

Going Omni channel with digital

Genesys Digital further enriches the customer experience to use multiple channels. An Omni channel approach unifies inbound and outbound digital communications to deliver consistent, contextual insights. Bank customers can now communicate with the bank in the medium of their choice including Email, Chat, Facebook or Twitter in addition to voice calls. Extending reach through digital channels helps extend this seamless mobile experience to social media as well, enabling the institute to track and intercept customer comments on platforms like Facebook and Twitter.

 

Benefits

  • Seamless Customer experience across all channels
  • Improved agent performance and contact center agility
  • Real-time and historical insights into Service Level
  • Simplified integration with core banking
  • Efficiency gains through automated universal routing
  • Enhanced first call resolution
  • Equipped to support Speech Technologies
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