Case Study: BNP Paribas achieves millions in cost savings with Genesys Cloud

BNP Paribas saves over $5 million with Genesys Cloud

BNP Paribas sought an agile, omnichannel customer experience platform to eliminate operational silos and accelerate the launch of new services. The financial services firm turned to the vendor Genesys and its Genesys Cloud platform to address this challenge.

Genesys implemented its cloud platform, deploying solutions including voice, chat and Agent Copilot. The results were significant: BNP Paribas achieved a 170% increase in bot interactions and a 24% drop in voice calls, while retiring 15 legacy tools. This transformation by Genesys generated over $5 million in cost savings for the customer.

BNP Paribas