Itaú Unibanco is the largest private financial conglomerate in the Southern Hemisphere and is among the largest banks in the world. Itaú offers a wide range of banking products and services to a diverse base of individuals and legal entities. Its product portfolio includes, among others, credit and several investment, insurance, foreign exchange, and brokerage options.

Itaú wanted to reinvent how customers do banking, and wanted to be present in every channel the customers might choose.

By partnering with Genesys, Itaú was able to achieve first contact resolution in excess of 95%, high customer retention rates, and agent satisfaction ratings of over 85%.

Benefits

  • Centralized customer service operations
  • Increased efficiency and productivity
  • Reduced infrastructure and optimized platform availability

“We have Genesys across all different aspects of our contact centers and our overall customer care strategy. Genesys it has always been there for us. So for me it is a very intrinsic part of our business and basically a great relationship.”

Fabiano Meira Dourado Nunes
Director of Customer Services
Itaú Unibanco

Challenges

  • Integrate customer service operations into one platform
  • Simplify operations management
  • Increase productivity and customer satisfaction