Case Study: DenizBank achieves proactive, personalized banking — 69% reduced wait times and 40% higher customer satisfaction with Genesys

Building proactive banking models

DenizBank, one of Turkey’s largest banks with over 6 million customers and 700 branches, faced impersonal, menu-driven contact experiences and unresolved service issues that left it trailing competitors. The bank wanted to differentiate by anticipating customer needs rather than waiting for customers to call, and traditional IVR systems weren’t delivering insight or satisfaction.

Using Genesys Engage and the Genesys Voice Platform, DenizBank built DENIZ, a proactive virtual voice assistant and multichannel orchestration that combines speech analytics, intelligent routing and outbound contact management to alert customers and connect them with the right portfolio manager when needed. The solution handles 70 transaction types and 4 million automated monthly calls, delivering a 69% reduction in wait time, a 30‑second drop in AHT, a 40% uplift in customer satisfaction, a 20% improvement in IVR completion and a 10% rise in employee engagement, with 18% of sales completed without agent intervention.

DenizBank

Esra Turhan

Contact Center Senior Vice President