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Case of Genesys "Akbank Digital Bank, Providing Humanized Services"

2018-02-07 10:12:12 Author: Source: Comments:0  Click:


Although many customers still prefer offline banking outlets, more and more people choose to use online banking transactions or use smart phone applications. Under this trend, half of Turks aged between 13 and 24 registered Facebook.
“We respond to about 2,000 tweets on Twitter and Facebook every month. This is a great way to measure customer experience and expand customer service. We can collect recommendations for future services.”
Using Genesys' digital channels, Akbank turned the bank's Internet portal into a self-service channel for video conversations—displaying faces in online customer interactions. For those direct banking and remote service customers, Akbank has become a very important bank in their minds. After the release of new video features, direct-banking customers doubled in 2014.
About Genesys
Genesys® provides over 25 billion best customer experiences worldwide each year. We successfully build a daily stable and smooth interactive session for any company's customers and employees. More than 10,000 companies and government agencies from more than 100 countries have trusted Genesys to select this industry's #1 customer experience platform, achieving significant business results and establishing long-lasting and solid customer relationships. Combining the best technology and human wisdom, Genesys solutions can truly reflect the user's demands and actually achieve the user's expectations. Our industry-leading solutions can run equally in the cloud or self-built, providing the same functionality and nourishing true omnichannel interaction. Experience the usefulness of communication: smoothness, directness, and skill gain! Follow genesys.com/cn and Genesys Weibo, Twitter, Facebook, YouTube, LinkedIn, Genesysblog, and Genesys WeChat.

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