Seeking to enhance the customer experience
Rabobank is on a mission to create a positive influence on people and society through financial services. The cooperative bank serves retail and corporate clients in the Netherlands, focusing on the global food and agriculture sectors. These operations comprise 89 local Rabobank branches, a central organization and specialized international offices.
Consistently delivering an excellent customer experience is integral to its success. Yet disconnected on-premises products — including legacy Genesys and Cisco systems — meant its contact center teams couldn’t transfer contacts between branches, get a unified view of the customer or capture meaningful real-time data. Meanwhile, essential requirements like IP telephony, routing, reporting, voice recording and CRM system integration were getting more complex and harder to manage.
The bank had previously deployed live chat, as well as creating Nina, a chatbot built on Nuance artificial intelligence (AI) software. However, that solution operated in a siloed fashion. Security compliance was another concern and software releases from the previous supplier tended to contain bug fixes only — not impactful new features and functionality.