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Bank Millennium

Updates its legacy system to transform services and shift to remote working in three days

A growing retail and corporate market presence, supported by a flourishing base of small businesses and sole traders, makes Bank Millennium one of Poland’s largest banks. Multichannel services gave customers the freedom to transact at the branch, over the phone, via the website or through the mobile app.

However, over time, the strain of managing those separate channels took its toll. Even basic tasks, like making IVR or routing changes, took ages. With costs spiraling and the business relying on a limited legacy on-prem telephony system, it was time for a change.

“We had to get a closer understanding of customer journeys and reduce effort for supervisors, agents and the IT team,” said Krzysztof Ciąpała, Contact Center Development Manager at Bank Millennium. “And we knew that meant upgrading to a proven omnichannel solution.”

The decision to invest in a system upgrade wasn’t taken lightly. “We needed to be completely sure,” explained Tomasz Grązka, Head of IT at Bank Millennium. After two years of discussions and extensive reviews involving many stakeholders, a successful proof of concept sealed the choice of the Genesys Engage™ solution.

Benefits

  • 34% more seats added while unifying two contact centers
  • 47% more customers served
  • 20% reduction in queue times
  • 10% decrease in call abandonment
  • 10-second drop in average handle time
  • Received “Most Reliable Financial Institution” award
  • Enabled remote workforce in three days to meet COVID-19 requirements
  • Future innovation roadmap in place

We began our Pandemic 2020 project to get our agents working from home. Our old system had no remote worker options but, with Genesys, in just three days, we had built the necessary infrastructure.

Krzysztof Ciąpała, Contact Center Development Manager, Bank Millennium

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Challenges

  • Transition to fully integrated omnichannel experience
  • Absorb mid-flight merger and pandemic problems

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