Case Study: Beyond Bank boosts customer satisfaction with Genesys Cloud

Beyond Bank cuts handle times by 13% with Genesys

Beyond Bank, a customer-owned bank in Australia, faced challenges with its inflexible legacy on-premises contact center platform, which was difficult to update and customize. To modernize its operations and improve customer service, the bank partnered with vendor Genesys to implement the Genesys Cloud AI-Powered Experience Orchestration platform.

The Genesys Cloud solution provided advanced capabilities including predictive routing and AI-powered chatbots. This resulted in a 13% reduction in average handle time and a chatbot that now handles 60% of incoming chats. The implementation also led to a significant increase in customer satisfaction scores, from 89% to 92%, and cut employee training time in half.

Beyond Bank