Case Study: FE CREDIT achieves dramatic increases in service levels, CSAT and connection rates with Genesys Engage

FE CREDIT leverages the Genesys EngageTM solution to deliver highly efficient omnichannel customer experiences

FE CREDIT is a leading unsecured consumer lender in Vietnam, serving over 10 million customers through a 9,000‑partner ecosystem and 13,000 points of sale. Facing a legacy, siloed contact‑center platform that hurt agent productivity and customer experience, the company needed to digitize operations, reduce wait times and dropped calls, and deliver personalized omnichannel service for largely unbanked customers.

By deploying the Genesys Engage solution—integrating channels on a single agent desktop, adding real‑time performance monitoring, workforce optimization and AI‑driven routing—FE CREDIT streamlined operations and boosted agent efficiency. Results include SLAs rising to 85–90% (from ~30–40%), CSAT around 85%, a 30% higher customer connect rate, 200% growth in inbound calls (10,000+ per day), 1.7 million outbound calls per day, and elimination of outbound ringing/wait times.

FE Credit

Nguyễn Thanh

Head of Customer Service