Case Study: Bankaya improves contact rate and account recovery with Genesys Cloud

Advancing automated, empathetic and seamless collections

Bankaya, a fast-growing Mexican financial services company, needed a better way to manage collections as its “buy now, pay later” business expanded. Its previous telephony setup made it difficult to run outbound campaigns and maintain visibility across the customer journey, so it turned to Genesys Cloud, implemented with support from Crossnet, to improve contact rates and account recovery.

Genesys helped Bankaya migrate gradually and integrate its database and reporting tools for full journey visibility. With the new platform, 14 agents can handle inbound and outbound voice and email, and Bankaya saw measurable gains including a 20–40% increase in contact rate, a fourfold increase in overdue account collection, a 20% increase in agent availability, and 35% first-contact resolution, along with improved agent productivity.

Bankaya

Adrian Soria

Collections Manager