Case Study: ATB Financial (Alberta regional bank) achieves omnichannel, data-driven customer experience with Genesys PureEngage Cloud

ATB Financial - Customer Case Study

ATB Financial is a regional bank in Alberta with over 750,000 customers that prioritizes people and customer experience as its key differentiator. However, aging on‑premises contact center systems left data siloed and unreliable, prevented end‑to‑end customer journey mapping, and limited agent scheduling and multitasking.

ATB replaced its legacy infrastructure with Genesys PureEngage Cloud, deploying omnichannel, workforce optimization, inbound/outbound, digital (email, chat, callback) and analytics capabilities. The cloud solution delivered seamless omnichannel experiences, full visibility into customer journeys, easy addition of new features, and a 300% increase in customer survey submissions—giving the bank far greater insight to continuously improve customer experience.

ATB Financial

Dwayne Calder

Managing Director, Insight and Enablement