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ICICI Bank Implements Customer Experience Transformation with Genesys Solution

2018-02-08 13:40:48 Author: Source:CTI ForumComment:0  Click:


ICICI Bank, India's largest private bank, is a respected financial institution with 4,050 branches and 12,475 ATMs nationwide. For a long time, the bank's contact center managed each channel separately, and the operation was in a state of barrier, resulting in inconsistent customer experience and rising service costs. In the face of fierce attacks from large and state-owned banks in India, ICICI Bank recognized that it must enhance its own competitive advantage by strengthening business processes and improving the overall customer experience, which is critical to the development of the company.
 
Genesys helped ICICI Bank complete the change of the old system with its integrated Genesys customer experience platform. The platform can provide a single routing and reporting system, providing a unified view for interactive management of multiple channels. This scalable platform is now able to plan customer information collected via all channels through omnichannel agent desktops, providing agents with full visibility into each customer's past interactions.

Achievements:
  • Enables comprehensive and transparent visibility of customer-facing interactions
  • Increased customer satisfaction from 65% to 75%
  • Agent productivity increased by 15%
  • Simplified operational processes and optimized workflow
  • Reduced total cost of ownership
"Genesys not only helped us to achieve the integration of the previously fragmented channels into integrated platforms, but also enabled us to significantly reduce the total cost of ownership. Looking forward, we look forward to continuing to work together with Genesys to create the best customer experience and continuously enhance the impact of corporate brands. force."
Krishnan Govindan, Head of Customer Service at ICICI Bank

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