{"id":268434,"date":"2020-04-07T21:00:50","date_gmt":"2020-04-08T04:00:50","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&p=268434"},"modified":"2020-04-07T21:00:22","modified_gmt":"2020-04-08T04:00:22","slug":"fe-credit-embarks-on-a-customer-centric-journey-with-genesys","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-sg\/company\/newsroom\/announcements\/fe-credit-embarks-on-a-customer-centric-journey-with-genesys","title":{"rendered":"FE CREDIT Embarks On a Customer-Centric Journey with Genesys Multicloud CX To Deliver an End-to-End Experience For 10 Million Vietnamese Customers"},"content":{"rendered":"

[vc_section full_width=”stretch_row” css=”.vc_custom_1572299908147{padding-bottom: 0px !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text el_class=”pre_h1″]04\/07\/2020[\/vc_column_text][vc_column_text]<\/p>\n

FE CREDIT Embarks On a Customer-Centric Journey with Genesys Multicloud CX To Deliver an End-to-End Experience For 10 Million Vietnamese Customers<\/h1>\n

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Deployment of Genesys Multicloud CX by Vietnam\u2019s leading consumer finance firm leads to a significant increase in customer satisfaction levels by up to 90 per cent<\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section css=”.vc_custom_1572297878492{padding-top: 0px !important;}”][vc_row][vc_column][vc_column_text]Ho Chi Minh City, Vietnam,\u00a0April 7, 2020<\/strong>\u00a0\u2013 Genesys\u00ae<\/a>, the global leader in cloud customer experience<\/a> and contact centre solutions<\/a>, announces FE CREDIT<\/a> has increased customer satisfaction rates by up to 90 per cent since migrating from their legacy on-premises system to the Genesys Multicloud CXTM<\/sup> solution. As Vietnam\u2019s leading consumer finance company with more than 50 per cent market share in Vietnam, FE CREDIT\u2019s 4,500 service, sales and collections agents use the solution to communicate with 10 million active customers across phone, email, chat and social channels.<\/p>\n

As a result of this implementation, FE CREDIT has transformed their legacy contact centre into a modern customer experience centre ready for today\u2019s digital consumer. The company selected Genesys Multicloud CX, an enterprise-grade omnichannel and multi-cloud customer engagement solution, to help it serve millions of disadvantaged, unbanked Vietnamese by providing intuitive access to simple, effective consumer finance products and services.<\/p>\n

\u201cWith FE CREDIT managing a huge customer base, Genesys has become an integral part of our entire technology platform. Our customer servicing, sales, and collections are heavily dependent on Genesys and its technology has not only helped us manage over a million calls that we receive daily but also made the engagements highly personalised. What we have witnessed with Genesys is not just great technology, but also an engagement that creates highly informed relationships which we enjoy,\u201d said Fahad Siddiqui, Deputy Chief Information Officer <\/strong>at FE CREDIT.<\/strong><\/p>\n

Key factors that led FE CREDIT to implement Genesys Multicloud CX include the solution\u2019s ability to effectively handle approximately 10,000 inbound calls and 1.7 million outbound calls per day, as well as 5,000 emails, chats and social media sessions. The stability of Genesys Multicloud CX also enables the fast-paced business to minimise its risk of downtime.<\/p>\n

Harnessing technology to create a seamless experience<\/strong><\/p>\n

FE CREDIT has a diversified network of over 13,000 points of sales nationwide and operates in a reliable collaboration with more than 9,000 partners. Prior to working with Genesys, the company operated two siloed contact centres, one that focused on handling inbound customers inquiries and the other dedicated to outbound collection. After implementing Genesys Multicloud CX, FE CREDIT now has all customer data from their service, sales and collection teams unified in a single platform. This offers them a complete overview of the customer, enabling them to provide a seamless, connected experience at every touchpoint.<\/p>\n

Prior to Genesys Multicloud CX, FE CREDIT relied purely on an outdated click-to-call method that took up to 12 seconds to connect to a customer. With Genesys Multicloud CX, FE CREDIT\u2019s employees can leverage a more comprehensive suite of features, including auto dialling, to drastically shorten the connection process and improve the call connection rate by over 30 per cent.<\/p>\n

Another benefit of the Genesys Multicloud CX solution is better team visibility via its visual performance management tool. The company can now monitor operations down to their specific requirements, resulting in improved workforce coordination and efficiency.<\/p>\n

\u201cThe interface for Genesys Multicloud CX is very intuitive in its look and feel. It is like a social platform that makes it easy for people to see, learn and use. Genesys has done a fantastic job on the user interface of this solution which will help us save both time and money on the training of our staff,\u201d said Fahad Siddiqui, Deputy Chief Information Officer <\/strong>at FE CREDIT.<\/strong><\/p>\n

\u201cWe\u2019re proud of the phenomenal business outcomes that FE CREDIT has achieved since deploying Genesys solutions. Our goal is to help organisations deliver the best customer experiences. For today\u2019s consumer, that means end-to-end, highly personalised service on any channel. By leveraging cloud and artificial intelligence, we\u2019re here to make that possible for any business of any size or scale,\u201d said Gwilym Funnell, Senior Vice President and General Manager <\/strong>at Genesys Asia-Pacific<\/strong>.<\/p>\n

To learn more about the FE CREDIT story, please click here<\/a>.<\/p>\n

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About Genesys<\/strong><\/p>\n

Every year,\u00a0Genesys\u00ae delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries.\u00a0Through the power\u00a0of\u00a0the cloud\u00a0and AI,\u00a0our technology\u00a0connects\u00a0every customer moment\u00a0across\u00a0marketing,\u00a0sales\u00a0and\u00a0service on any channel,\u00a0while also improving employee experiences.\u00a0Genesys\u00a0pioneered Experience as a\u00a0ServiceSM<\/sup>\u00a0so organisations of any size can provide true personalisation at scale,\u00a0interact with empathy, and\u00a0foster customer trust\u00a0and\u00a0loyalty. This is\u00a0enabled\u00a0by\u00a0Genesys CloudTM<\/sup>, an all-in-one solution and the\u00a0world\u2019s leading public cloud contact centre platform,\u00a0designed for rapid innovation, scalability and flexibility. Visit\u00a0https:\/\/www.genesys.com\/en-sg<\/a><\/p>\n

\u00a92020 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, the Genesys logo, Genesys Cloud and Experience as a Service are trademarks, servicemarks and\/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.<\/em><\/p>\n

About FE CREDIT <\/strong><\/p>\n

Established in 2012, FE CREDIT is a leader within Vietnam\u2019s consumer finance industry. Originally founded as the Consumer Finance Division of the Vietnam Prosperity Joint-Stock Commercial Bank (VPBank), FE CREDIT has since grown to possess 13,000 points of sale nationwide, a team of 17,500 staff and over 9,000 partners who work together to serve more than 10 million customers across Vietnam.<\/p>\n

For more information, please visit: www.fecredit.com.vn<\/a><\/p>\n

 <\/p>\n

Media contacts<\/strong><\/p>\n

Manali Pattnaik<\/p>\n

Senior Public Relations Manager, Genesys<\/p>\n

Email: manali.pattnaik@genesys.com<\/a><\/p>\n

Tel: +65-6521 9552[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row” css=”.vc_custom_1572299908147{padding-bottom: 0px !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text el_class=”pre_h1″]04\/07\/2020[\/vc_column_text][vc_column_text] FE CREDIT Embarks On a Customer-Centric Journey with Genesys Multicloud CX To Deliver an End-to-End Experience For 10 Million Vietnamese Customers   Deployment of Genesys Multicloud CX by Vietnam\u2019s leading consumer finance firm leads to a significant increase in customer satisfaction levels by up to 90 per […]<\/p>\n","protected":false},"author":728,"featured_media":0,"template":"","class_list":["post-268434","announcements","type-announcements","status-publish","hentry"],"acf":{"news_date":"04\/07\/2020","utm_pass":false,"disable_chat":false,"meta_title":"FE CREDIT Embarks On a Customer-Centric Journey With Genesys | Genesys","meta_description":"Genesys delivers an End-to-End Experience for 10 Million Vietnamese customers and increase in customer satisfaction levels by up to 90 per cent. Read the Release"},"news_date":"2020-04-07","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements\/268434","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/announcements"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/728"}],"version-history":[{"count":2,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements\/268434\/revisions"}],"predecessor-version":[{"id":268441,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements\/268434\/revisions\/268441"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=268434"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}