• +1.888.436.3797
  • Support
  • Status
  • Company
  • Genesys Login
  • Search
  • Solutions
    • Customer Service
    • Marketing
    • Sales
  • Platform
    • PureCloud
    • PureConnect
    • PureEngage
    • What’s New
  • Customer Experience
    • Better Results
    • Innovations
    • Customer Success
  • Resources
    • Resources
    • Events
    • Webinars
    • Customer Stories
    • Partners
    • Capabilities
    • Blog
    • Newsroom
    • Glossary
Home > Customer Stories > ICICI Bank

ICICI Bank

Transforms their customer experience with Genesys

Request a demo

Try for free

Contact us

Request a quote

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 a comprehensive Genesys Customer Experience Platform to offer a single routing and reporting system and provide a universal view for managing interactions across multiple channels. This scalable platform 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
ICICI Bank

Challenges

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

Solutions

  • Genesys Omnichannel Agent Desktop
  • Genesys Outbound Engagement
  • Genesys Inbound Engagement
  • Genesys Self-Service IVR
  • Genesys Digital Channels
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

Company

  • Newsroom
  • Social Responsibility
  • Leadership
  • Contact Us

Solutions

  • Customer Service
  • Marketing
  • Sales
  • Partners

About Genesys

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 11,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.

  • +1.888.436.3797
  • Support
  • Careers
  • Select Region
  • Site Map

Copyright © 2019 Genesys. All rights reserved. Terms of Use | Privacy Policy | Email Subscription