Case Study: Bank Millennium transforms contact center services with Genesys Engage

Bank Millennium boosts service with Genesys, cutting queue times 20% in three days

Bank Millennium, a major financial services provider in Poland, faced challenges with its legacy on-premises contact center system, which included spiraling costs, separate siloed channels, and an inability to handle a planned merger. To get a closer understanding of customer journeys and reduce effort, the bank chose to upgrade its system with the Genesys Engage solution from vendor Genesys.

The implementation of Genesys Engage allowed Bank Millennium to seamlessly absorb a merger, unifying two contact centers and adding 34% more agent seats. The solution enabled a rapid shift to a remote workforce in just three days during the pandemic. Measurable results included serving 47% more customers, a 20% reduction in queue times, a 10% decrease in call abandonment, and a 10-second drop in average handle time, providing a strong return on investment.

Bank Millennium