UBI Banca wanted to create a virtual customer experience equal to or better than the one they received at the branch. It had to guarantee fast access to experts and consistent, personalized service across all touchpoints – web, mobile, and social media.
Genesys worked with the bank to understand the nature of incoming inquiries and analyze customers’ journeys. This insight was applied to redesign system logic and introduce intelligent routing.
Around 70% of standard queries, like bank balance requests, have been automated. UBI Banca can determine the right time to engage web visitors, over the right channel, using the right agent. Proactive channel management’s also helping UBI Banca retain and win business.
“We have to be able to leverage interactions with our clients in the best way. Genesys was a solution that could help us in achieving this goal.”
Enrico Ugoletti, Head of Direct Channel Business Services, UBI Sistemi e Servizi (UBI Banca Group)