Genesys®, a global cloud leader in experience orchestration, announced Rabobank, a leading customer focused cooperative bank in the Netherlands, has successfully transformed into a digital banking force using the Genesys Cloud CX™ platform. By evolving away from disconnected on-premises solutions and embracing a cloud-first customer experience strategy, Rabobank created a novel conversational banking service model for the Dutch market.
Consistently delivering excellent customer experiences is integral to success at Rabobank. Yet, siloed operations due to legacy on-premises products meant its contact center teams didn’t have a unified view of the customer and couldn’t capture meaningful real-time data. Essential requirements like internet protocol telephony, routing and reporting were complex and difficult to manage, compounded by an increased demand for service.
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“We were seeing rising call and chat volumes, resulting in longer queues and wait times,” said Thom Kokhuis, head of conversational banking at Rabobank. “Some of that traffic could be basic inquiries like checking balances, calls about debit or credit cards or reporting lost cards.”
Orchestrating seamless experiences with Genesys Cloud CX
To gain scale and meet consumer expectations for fast, personalized service, Rabobank moved to the all-in-one Genesys Cloud CX solution to support 15,000 users across 80 departments.
Leveraging the solution’s extensive artificial intelligence (AI) and automation capabilities, Rabobank now has the technical foundation to orchestrate seamless customer and employee experiences across self and human assisted interactions. The composability of the Genesys Cloud CX platform also increased Rabobank’s velocity of innovation, giving it a competitive edge.
“We wanted a partner with a native cloud solution built from the ground up, rather than an on-premises product repackaged for the cloud,” said Kokhuis. “We needed a strategy that leaned toward DevOps wizardry and rapid innovation with open application programming interfaces and a microservices architecture.”
Digital first banking produces key outcomes
Today, Rabobank offers a new conversational banking service model that runs entirely on the Genesys Cloud CX solution.
SOURCE: PR Newswire