Bigbank is advancing its ambition to become the most recommended digital bank. With Genesys Cloud™, it has unified customer engagement, improved visibility into customer journeys, and streamlined operations — lowering total cost of ownership by 30%. Other benefits include 70% faster quality assurance processes and 20% fewer calls in one target market.
30% savings
in total cost of ownership
70% time saving
on quality assurance activities
20% decrease
in call volumes in one target market
Whether it’s making cross-border payments, financing a home, accessing credit, or helping customers grow their savings, Bigbank excels in delivering high-quality financial services across eight countries: Austria, Bulgaria, Estonia, Finland, Germany, Latvia, Lithuania and the Netherlands.
Rapid growth has never come at the expense of innovation or customer centricity. As the first Estonian bank to launch advanced Smart-ID+ security protection, Bigbank has built a reputation for setting the pace in digital banking. That forward-thinking mindset also drives its contact center strategy, where the focus is on delivering seamless, customer-centric experiences that earn advocacy and lasting trust.
“Our vision is to be the most recommended digital bank, and word-of-mouth is one of our most important KPIs that we track and benchmark against,” said Mirjam Peetsmann, Group Head of Customer Experience at Bigbank.
“Our vision is to be the most recommended digital bank, and word-of-mouth is one of our most important KPIs that we track and benchmark against.”
Mirjam Peetsmann
Group Head of Customer Experience, Bigbank
The bank’s decision to build on what it had achieved with its Genesys Engage platform was driven by a clear goal: transform customer journeys while simplifying contact center and IT operations.
“Our agents and supervisors had to navigate several different applications to access performance and quality management information,” said Kristjan Bek, IT Analyst and Project Manager at Bigbank. “Adding new features such as chat was difficult, and scaling the platform meant buying additional licenses and servers on top of the 11 we already managed on site.”
The Genesys Cloud™ platform offers the flexibility, integration capabilities and scalability Bigbank needed to simplify operations while creating a foundation for future innovation. Despite the timeline being accelerated by four months, the project was delivered on time and within budget across all eight countries.
“We went live with a new country every second week, keeping a consistent rhythm and high work quality,” said Peetsmann.
This success was driven by the deep understanding its partner Adventus Solutions has of the bank’s business and technology environment, combined with the bank’s Lean Six Sigma-based management framework. Stakeholders were engaged at the right stages throughout the project, ensuring expertise was applied where and when it was needed most.
“Having a partner with local presence across the Baltics and Europe removed language and cultural barriers, quickly getting everyone pulling toward the same goals,” added Bek. “The result was a really smooth migration with no rollbacks or impact on customer service.”
The project delivered more than a seamless technology transition. The bank avoided costly overlap between old and new platform contracts while providing personalized training across all eight countries, helping to ensure rapid user adoption.
Adventus also created a customized widget to enhance Genesys Cloud email search capabilities and provided expertise that enabled the bank’s IT team to integrate Tableau for business intelligence and analytics.
“We’ve worked with Adventus for many years, so they understand the critical nature of our business,” added Bek.
“Following go-live, call volumes and stress levels noticeably decreased. Tasks that previously took hours, such as preparing statistics, can now be completed quickly using one real-time dashboard, rather than five separate windows.”
Mirjam Peetsmann
Group Head of Customer Experience, Bigbank
Now, users manage calls, emails, and sales campaigns more efficiently within a single platform, while providing a better customer experience.
“Genesys Cloud gives us far greater visibility into the entire customer journey,” said Peetsmann. “We can see if a customer contacts our housing loan team and later reaches customer care, and we have immediate access to post-interaction ratings. This makes it easier to track satisfaction and identify opportunities for improvement.”
Quality assurance has also become more efficient. Conversations can be quickly located and reviewed, call recordings retrieved faster, and routine reviews completed with less supervisor involvement. Employees now have direct access to performance data and customer interactions, enabling greater ownership of their work and development while reducing reliance on managers for routine reporting and feedback.
“Following go-live, call volumes and stress levels noticeably decreased,” said Peetsmann. “Tasks that previously took hours, such as preparing statistics, can now be completed quickly using one real-time dashboard, rather than five separate windows.”
Through filtering and reporting capabilities, employees can immediately see the impact of new campaigns without waiting for updates from team leaders.
Additional efficiencies have been achieved through faster retrieval of email interactions and improved visibility into marketing activities. The platform has also improved the ability to identify and investigate potential spam activity, enabling faster response times and more effective risk management.
“Our average response time for calls and emails is 20 seconds and two hours, respectively. Quality assurance tasks are also completed 70% faster than before, giving agents and supervisors more time to devote to satisfying customer needs.”
Mirjam Peetsmann
Group Head of Customer Experience, Bigbank
These gains in efficiency, visibility, and operational performance — combined with a 20% reduction in call volumes — have enabled Bigbank to deliver faster, more responsive customer service.
“Our average response time for calls and emails is 20 seconds and two hours, respectively,” said Peetsmann. “Quality assurance tasks are also completed 70% faster than before, giving agents and supervisors more time to devote to satisfying customer needs.”
Those operational improvements have translated into stronger customer advocacy.
The bank’s IT team has also noticed the change. By reducing its server footprint and infrastructure management requirements, Bigbank has lowered total cost of ownership by 30%, freeing up budget for further customer and employee experience initiatives.
And the transformation is far from over. With an AI-ready Genesys Cloud platform in place, Bigbank is now exploring new opportunities to drive even greater efficiency and personalization.
Other plans include introducing Genesys Cloud Agent Copilot to surface knowledge and automate administrative tasks, alongside CRM integration to support AI-powered intelligent routing strategies.
To learn more about the solutions featured in this case study, visit www.genesys.com.
