With headquarters in Montreal, Desjardins is the largest cooperative financial group in Canada. Known as a pioneering leader in online banking solutions, the company has a very diversified range of financial service offerings including wealth management solutions and insurance products, as well as personal and commercial banking services.

With increasing customer expectations, Desjardins knew they needed to address several specific business challenges impacting their customer experience and business efficiency. Desjardins turned to the Genesys Customer Experience Platform to amalgamate their contact centers onto a single vendor, and implemented Genesys Inbound Voice, Outbound Voice, Reporting and Interaction Workspace. With these solutions in place, Desjardins can now blend inbound calls with back office work to improve agent efficiency.

“Genesys is providing us with the ability to build that omnichannel customer experience that we had in mind for our customers. It’s giving us the opportunity to share the same language with all channels that we are deploying throughout the organization.”

Kim Arseneault
Strategic Advisor
Desjardins

Challenges

  • Inconsistent customer experience across channels and lines of business
  • Increasing call volumes
  • Disparate contact center solutions from multiple vendors
  • No single view of customer history across digital and voice channels