If you think banking’s a staid and slow-moving industry, then you don’t know UniCredit. Formed from the merger of several major Italian banks, they have operations spanning 17 European countries with constantly evolving regulatory and customer service environments.
It may be big, but UniCredit needs to adapt quickly to changing circumstances so their customers get the support they need. “The most important factor for a good experience in banking activity is to make interactions simple and fast,” said Francesco Rosato, Head of Contact Center Strategy for UniCredit.
As a result, the bank aims to get problems solved in a single call and give customers a seamless experience across multiple channels.
For 15 years, Genesys has been the company’s contact center technology of choice for three reasons. First, Genesys is viewed as an established vendor with a leading contact center market position. Second, Genesys listening to their customers. Third, concentration on core business means Genesys innovation works to improve customer service technology.
“Genesys is usually the first to integrate a new channel into their software suite, and it’s always usable from the word go. That's why we take the full range of Genesys solutions.”
Francesco Rosato, Head of Contact Centre Strategy, UniCredit