Case Study: GoTyme Bank elevates customer satisfaction with Genesys Cloud

GoTyme Bank boosts customer satisfaction to 90% with Genesys

GoTyme Bank, a digital bank in South Africa, sought to deliver a highly personalized and inclusive banking experience without physical branches. Their challenge was balancing automation with personalization while operating on a scalable platform. To address this, they adopted the Genesys Cloud CX platform from vendor Genesys.

By implementing the Genesys solution, which included AI-powered predictive routing, the bank significantly improved its operations. The results included a 44% increase in call handling capacity, a 36% increase in agent productivity, and a customer satisfaction rate of approximately 90%. Genesys provided the scalable technology that allowed GoTyme Bank to elevate its customer experience.

GoTyme Bank