Case Study: Banco de Chile achieves personalized customer experience and 50% faster response times with Genesys

Banco de Chile Personalizes the Customer Experience with Genesys

Banco de Chile, the country’s second-largest bank with 300 branches and contact centers handling about 16,000 calls a day, needed to deliver differentiated service—especially for high‑net‑worth clients acquired from Citibank—and to give agents rapid access to customer history. Its legacy Nortel contact‑center and IVR systems didn’t integrate with Siebel, so callers couldn’t be identified or prioritized and agents lacked relevant customer context.

Banco de Chile implemented Genesys (CIM, GVP, Agent Desktop, Workforce Management and Siebel integration) to create a virtual, cross‑site contact center that prioritizes VIPs, presents customer records to agents and enables flexible, demand‑based scheduling. The rollout met tight deadlines, cut time‑to‑answer by 50%, raised first‑contact resolution from 60% to 90%, lifted customer satisfaction to 80%, nearly eliminated agent turnover and generated about $17 million in annual contact‑center sales.

Banco de Chile

Ivonne Müller

Head of Contact Center