Case Study: FE Credit achieves 90% service levels and 89% CSAT improvement with Genesys

FE Credit boosts service levels 90% with Genesys

FE Credit, a leading consumer finance company in Vietnam, faced challenges with its legacy contact center platform. Agents struggled to juggle multiple tasks and applications, and unmanaged wait times led to a high probability of dropped calls. To innovate its customer experience and increase agent productivity, FE Credit implemented a solution from vendor Genesys.

The Genesys platform provided an integrated, omnichannel solution that streamlined agent workflows. This resulted in a 90% service level, an 89% improvement in customer satisfaction scores, and a 30% increase in outbound connection rates. The vendor's solution also enabled FE Credit to handle 1.7 million outbound calls per day.

FE Credit