As part of its mission to make banking inclusive for everyone, TymeBank aimed to provide highly personalised, digital-first service without physical branches. By adopting Genesys Cloud, the bank boosted productivity from 69% to 94% and increased its call handling capacity by 44%, while raising customer satisfaction to about 90%. This helped create a more efficient and inclusive banking experience.
97%
customer satisfaction rate
44% increase
in call volume capacity
36% increase
in productivity
TymeBank, one of South Africa’s pioneering digital banks, is on a mission to make banking easier and more accessible for everyone. With its contact centre functioning as its primary customer touchpoint, the bank needed technology that could both scale and elevate the experience.
“TymeBank is a digital bank. We’ve taken a strategic direction not to have branches,” said Nolwazi Nzama, Group Executive for Special Projects and Operations. “We endeavour to provide access at the most effective pricing and the highest customer experience level.”
Inclusivity has always been central to that vision.
“We really want to bank the unbankable in South Africa. It’s all about inclusion,” said Greta Goosen, Head of Customer Service and Experience at TymeBank. “It’s about making banking easy.”
“Genesys was a no-brainer for us.”
Nolwazi Nzama
Group Executive for Special Projects and Operations, TymeBank
For TymeBank, that meant adopting a customer experience (CX) platform that blends automation with personalised service at scale. “We want to automate… without losing hyper-personalisation in the way we service our customers,” added Goosen.
The Genesys Cloud™ platform proved to be the right fit, due in large part to its AI-powered predictive routing and deep integration capabilities. “Genesys was a no-brainer for us,” said Nzama.
Since implementing Genesys Cloud, the bank transformed how it greets, identifies, and assists customers — now handling 160,000 calls a month, up from 111,000. Customer satisfaction has climbed to about 90% and Agent productivity has reached 94%.
Guided by its mission of inclusivity, TymeBank is committed to continue innovation. “Our customers are our compass,” said Goosen. “And for us, that’s the most important part.”
