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BSN is a government-owned bank in Malaysia, wholly owned by the Ministry of Finance and focused on retail banking. Genesys helped BSN integrate seven disparate call centers running on different systems into a single platform. Implementing the Genesys solutions transformed the customer experience at BSN, improving customer satisfaction scores, bringing in new business and changing the perception of the call center from a cost center to a profit center by executive management.
“BSN has the people and the processes, but we need to have a consistent technology that can support our expansion plans. The Genesys solution is not only able to support our requirements today but it’s also in line with our vision for tomorrow.”
Alain Boey, Senior Vice President and Head of Transformation Management Department at BSN