ICICI Bank

Transforms their customer experience with Genesys

ICICI Bank is India’s largest private-sector bank. This well-respected financial institution has a network of 4,050 branches and 12,475 ATMs across the country. Until now, the bank’s contact centers operated in silos according to the specific channel they managed, which resulted in inconsistent customer experiences and increased service costs. Facing stiff competition from the large, nationalized banks in India, it was critical for ICICI Bank to boost their competitive advantage by enhancing their business processes and the overall customer experience.

Genesys helped ICICI Bank replace their old system with the comprehensive Genesys Engage^TM solution to offer a single routing and reporting system and provide a universal view for managing interactions across multiple channels. This scalable application now orchestrates customer information gathered from all channels in an omnichannel agent desktop, providing agents with a full picture of each customer’s previous interactions with the bank.

Benefits

Holistic and transparent view of customer interactions
10% increase in customer satisfaction, from 65% to 75%
15% improvement in agent productivity
Simplified operational processes and optimized workflow
Reduced TCO

Challenges

Siloed customer interaction channels
Increased competition
Limited efficiencies and business processes within the contact center

Product

Genesys Engage

Solutions

Read the customer story

“Not only has Genesys enabled us to consolidate our previously disconnected channels into an integrated platform, it has considerably reduced the total cost of ownership for our company. We strive to provide the best experiences for our customers and look forward to continuing to build our brand with Genesys in the future.”

Krishnan Govindan, Head of Customer Service, ICICI Bank

+1.888.436.3797

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About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud^™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility.