Transformed their CX and won the Gold from the CCA of Malaysia
BSN is a government-owned bank in Malaysia, wholly owned by the Ministry of Finance and focused on retail banking. Genesys helped BSN integrate seven disparate call centers running on different systems into a single platform. Implementing the Genesys solutions transformed BSN’s customer experience, improving customer satisfaction scores, bringing in new business and changing the perception of the call center from a cost center to a profit center by executive management.
"BSN has the people and the processes, but we need to have a consistent technology that can support our expansion plans. The Genesys solution is not only able to support our requirements today but it’s also in line with our vision for tomorrow."