Case Study: UBI Banca achieves omnichannel customer engagement and improved retention with Genesys

Fair and efficient work distribution boosts customer and agent satisfaction gains

UBI Banca, an Italian bank with about four million customers, 18,000 staff and 1,700 branches, needed to make its virtual service match the in-branch experience. Customer channels had grown up separately, leaving no single view of customers and making it hard to retain and attract clients or deliver consistent, personalized service across web, mobile and social touchpoints.

UBI implemented the Genesys Customer Experience platform—including digital channels, self-service and agent desktop functionality—plus a single toll-free contact point and 24/7 support. About 70% of routine inquiries are now handled by self-service and the rest routed to the best-placed agent, while Proactive Engagement uses behavioral and historical data to reach customers at the right time, channel and agent. The result: deeper insight into journeys, better product targeting and promotions, improved acquisition and retention, and plans to expand proactive models to mobile and social.

UBI Banca

Enrico Ugoletti

Head of Direct Channels Business Services