China Everbright Bank Unleashes Genesys To Power Next Generation Customer Experience
SHANGHAI, China, and DALY CITY, CA, April 4, 2014 — Genesys (www.genesys.com), a leading provider of customer experience and contact center solutions, today announced that China Everbright Bank (referred to as CEB below) has deployed the Enterprise Edition of the Genesys Customer Experience Platform to bring innovative customer service to the Chinese banking marketplace. CEB is using Genesys as a key platform to provide high-quality financial services to its customers via multiple channels including a new self-service video application designed to improve the customer experience.
As Chinese financial markets, become increasingly competitive, leading financial institutions are focusing on delivering a superior customer experience as a key business differentiator. To enable great customer experience, CEB selected Genesys and eSOON to bring new and compelling customer experience technology to market. Additionally, the bank has chosen to expand centers in Beijing and Wuhan to satisfy key customer requirements, and is offering a variety of new and convenient banking options.
Powered by the industry-leading Genesys SIP capabilities of the Customer Experience Platform, CEB’s multimedia customer service centers can provide a nationwide Video Teller Machine (VTM) service to offer customers the ability to do account management and credit card issuance using self-service terminals. The VTM service can also provide customers help via contact center agents for remote video assistance, which significantly shortens customer time requirements and improves branch office efficiency while lowering cost.
“We are excited to have been selected to help China Everbright Bank make their customer experience a competitive differentiator in the Chinese market,” said Steven Song, Managing Director of Genesys China. “Using the flexibility of the Customer Experience Platform, CEB can bring technically advanced solutions for CEB customers to market, and support CEB’s future-oriented banking business transformation.”
Genesys Enterprise Edition is tailor-made for large organizations that require highly scalable and customized contact center solutions. With this edition, customers can choose to run their contact center in the cloud, on-premise or in a hybrid cloud configuration.
About China Everbright Bank
Established in August 1992, China Everbright Bank is headquartered in Beijing and covering 45 major cities of 23 provinces with its 30 branches and 426 banking outlets and one representative office in Hong Kong. The Bank now has about 17, 000 employees. As a nationwide joint-stock commercial bank with sound corporate governance, resourceful shareholding background, prominent brand image, well-diversified network, strong risk management, professional workforce, high profitability and competitiveness, the Bank is marching towards its strategic target of being an excellent listed bank.
Genesys is a leading provider of multi-channel customer experience and contact center solutions. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center, front and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touchpoints, channels and interactions.