Case Study: mBank achieves 58% fewer abandoned calls and 30% shorter wait times with Genesys PureConnect

Fast-growing mBank balances service efficiency with omnichannel customer lifestyles

mBank, Poland’s first fully internet-based bank with 5.4 million retail customers and 1.7 million active mobile users, needed to scale omnichannel service and align customer experience with banking processes without increasing headcount. The challenge was to improve routing, IVR, outbound and digital/social support across its twin contact centers serving 700+ agents to deliver faster, more personalized service.

mBank deployed Genesys PureConnect on-premises to unify calls and email, integrate IVR with advanced routing rules, and add digital, outbound and automation capabilities. The solution reduced call transfers by 32%, wait times by 30% and abandoned calls by 58%, doubled outbound campaign effectiveness with the same staffing, sped up system changes, and enabled new mobile and video-enabled chat services.

mBank

Jaroslaw Scigala

Manager, Contact Center Development Division