UniCredit Direct Services GmbH

Delivers customer personalisation

UniCredit Direct Services GmbH (Unicredit) is a German global banking and financial services company. As Unicredit expanded customer service operations, they needed to differentiate by providing a more personalised customer experience. Genesys provides Unicredit a multichannel platform across six locations to help the company to deliver a personalised customer experience that also resolves customer problems the first time they contact Unicredit.

Benefits

  • Service levels up 7%, despite 15% staff reduction
  • 30% increase in agent productivity
  • 95% of agents report approval of new process,with an improved satisfaction score of 1.5

We started in the middle of last year with the going live of the Genesys Customer Experience Platform. Let me say from a technical point of view it went perfect. We had a really great roll out and the system runs perfectly.

Winfried Roithmeier, Head, Central Function, UniCredit Direct Services GmbHs

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