Case Study: Access Bank revolutionizes CX and scales growth with Avaya

Access Bank cuts voice response time to 30s with Avaya

Access Bank, a major global commercial bank, sought to revolutionize its customer experience to support an ambitious goal of doubling its customer base by 2027. The bank faced challenges with scaling its operations, upgrading obsolete technology, and managing diverse customer needs across regions with underdeveloped internet infrastructure. To modernize its service delivery and ensure sustainable growth, Access Bank partnered with Avaya to implement innovative solutions.

Working with Avaya, Access Bank deployed a hybrid cloud system integrating voice, video banking, conversational AI, and digital channels. This solution significantly improved key metrics, reducing voice response times from over two minutes to 30 seconds and cutting email response times from 144 hours to under 7 hours. The partnership with Avaya also enhanced first call resolution rates and improved both customer satisfaction and Net Promoter Scores, positioning the bank for continued scalable growth.

Access Bank