Case Study: Bank Millennium achieves unified omnichannel contact center and 3‑day remote‑work enablement with Genesys Engage

Bank Millennium updates its legacy system to transform services and shift to remote working in three days

Bank Millennium, one of Poland’s largest banks, faced mounting strain from five siloed on‑prem telephony systems that made simple routing or IVR changes slow and costly. The challenge intensified during merger talks with Eurobank and then the COVID‑19 pandemic, creating an urgent need to unify contact centers, understand customer journeys, and enable large‑scale remote working.

The bank migrated to Genesys Engage—covering inbound, outbound, digital, self‑service and integrations—to consolidate operations and absorb Eurobank’s team. The move increased seats by 34% (to 600 agents), supported ~300,000 calls/month and 47% more customers, and delivered measurable gains: 20% shorter queue times, 10% fewer abandoned calls, a 10‑second reduction in average handle time, rapid remote‑work enablement in three days, cost savings from decommissioned infrastructure, and industry recognition for reliability.

Bank Millennium

Krzysztof Ciąpała

Contact Center Development Manager