Case Study: BancoEstado achieves better customer satisfaction and productivity with Genesys Cloud from Genesys

Boosting customer satisfaction and productivity with a cloud solution

BancoEstado, Chile’s largest bank, needed to modernize its contact center and improve customer service while integrating disconnected systems and supporting remote work during the pandemic. It chose Genesys and the Genesys Cloud platform, along with Genesys Professional Services, to help migrate to the cloud and create a more efficient customer experience.

Genesys implemented a phased cloud rollout that integrated with Salesforce and legacy systems via AWS, giving the bank a 360-degree customer view and automating key processes. The results were strong: BancoEstado launched more than 70% of services in two and a half months, reduced monthly contacts by 10% (about 100,000 calls), relocated 300 agents for social distancing, and achieved major KPI gains including a 125% increase in NPS, 20% higher service level, a 20-second drop in AHT, 92% of interactions resolved through IVR, and improved agent productivity.

BancoEstado

Luis Chávez Tuesta

Head of Software and Product Development