Case Study: Affin Bank Berhad achieves 142% telesales productivity growth with Genesys

Affin Bank Berhad boosts telesales productivity 142% with Genesys

Affin Bank Berhad, a Malaysian bank with over 6,400 employees, faced challenges with its legacy contact center platform, including difficulty measuring KPIs, systems operating in silos, and slow issue-resolution times. To adapt to changing customer needs and achieve its omnichannel vision, the bank sought a modern solution and chose to implement the Genesys customer experience platform.

The implementation of the all-in-one Genesys solution was completed in just 100 days. This provided Affin Bank with a seamless omnichannel experience, improved call routing, and integrated analytics. The results were significant, including a 142% increase in telesales productivity, a 118% rise in year-over-year sales growth, and a 40% reduction in average call abandonment rate, demonstrating the powerful impact of the Genesys platform.

Affin Bank Berhad