Case Study: Credit Bank of Moscow achieves a 900% increase in contact center efficiency with Genesys Customer Experience Platform

Happier Customers and Higher Agent Productivity

Credit Bank of Moscow, a top‑15 Russian bank with a 150‑agent contact center, needed a modern, highly accessible contact center to improve inbound voice support, boost agent productivity, and add outbound campaign tools for telemarketing and debt recovery while ensuring operational stability.

The bank implemented the Genesys Customer Experience Platform with Outbound Engagement and Self‑Service IVR, automating routine tasks and filtering out busy/unavailable numbers so agents are only connected to ready-to-answer calls. As a result, supervisors gained customizable reporting, monthly interactions rose to over 180,000 with only a 25% headcount increase, inbound/outbound call handling efficiency increased ~900%, outbound calls average 80,000/month, sales/debt-recovery efficiency improved ~30%, and dropped calls fell by 8%.

Credit Bank of Moscow

Natalya Denisova

Contact Center Director