Case Study: Banorte achieves 24/7 service and modernized IVR with Genesys

Bank updates infrastructure to provide 24/7 service and improve support

Banorte, one of Mexico’s largest retail banks with over 12.8 million clients, 1,286 branches and 6,749 ATMs, faced growing service demands that its aging contact-center technology could not meet. The bank’s IVR ran on obsolete Windows 2000 servers, lacked reporting and analytics, and had limited IT support and routing capabilities—preventing Banorte from delivering consistent, value-added customer service as it grew.

Banorte chose a Genesys-based modernization to virtualize servers, replace the legacy IVR, and add self-service, digital channels, analytics and workforce-optimization tools. The upgrade integrated with back-end systems, enabled advanced agent measurement and control, and delivered true 24/7 support; Banorte is also deploying change-visibility tools (BlackChair Spotlight) to further improve contact-center governance and performance.

Banorte