Case Study: Bank OCBC NISP achieves mobile-first omnichannel reach and faster e‑KYC onboarding with Genesys Engage

Bank OCBC NISP delivers a true omnichannel experience — from smooth onboarding to seamless digital experiences

Bank OCBC NISP, a national Indonesian bank with 269 branches, faced the challenge of reaching the country’s largely unbanked population across thousands of islands while transforming its call center into a mobile-first, omnichannel customer solution center that reinforces trust and meets strict KYC regulations. With high smartphone penetration but limited branch coverage, the bank needed a seamless digital onboarding and support experience to serve millennials and millions of potential new customers.

Partnering with Genesys and deploying the Genesys Engage omnichannel platform, OCBC NISP unified inbound, CRM, workforce optimization and in-app video e‑KYC to deliver secure, personalized customer journeys and a 360° agent view. The result: expanded reach into 96 new cities, account opening cut from 45 to 15 minutes, activation under six hours (vs. four days), a 37% reduction in KYC operating costs and a 142% increase in mobile app registrations since e‑KYC implementation.

Bank OCBC NISP