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 Multicloud CX^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 Multicloud CX

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

About Genesys

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.