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, personalised service across all touchpoints – web, mobile, and social media.
Genesys worked with the bank to understand the nature of incoming inquiries and analyse 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.