Case Study: ATB Financial achieves omnichannel, data-driven customer experience with Genesys Engage

ATB Financial - Customer Case Study

ATB Financial, Alberta’s largest regional bank with over 5,500 team members and 770,000 customers, faced a commoditized, fast-changing market and an outdated contact‑center stack. Legacy on‑premises systems were siloed, produced unreliable data, prevented mapping customer journeys, lacked true omnichannel capabilities, and enforced rigid scheduling that limited agent flexibility.

ATB implemented Genesys Engage—moving to the cloud with digital, inbound, self‑service/automation, workforce management and an open platform—consolidating all interactions into a single omnichannel desktop and queue that auto‑reprioritizes work. The change delivered better productivity and service efficiency, richer analytics and faster corrective action, a 300% increase in survey responses, improved first‑call resolution and stronger positioning for growth.

ATB Financial

Dwayne Calder

Managing Director, Insight and Enablement