Case Study: ICICI Bank achieves 10-point customer satisfaction lift and 15% agent productivity gain with Genesys

India’s largest private bank transforms its customer experience with Genesys

ICICI Bank, India’s largest private-sector bank with thousands of branches and ATMs, was hampered by siloed contact centers and fragmented customer interactions. Customers frequently had to repeat information across channels, causing frustration, higher service costs and a competitive disadvantage as the bank sought to modernize its customer experience.

ICICI consolidated onto the Genesys Customer Experience Platform—deploying an omnichannel agent desktop, inbound/outbound engagement, self-service IVR, digital channels and callback—so agents gained a unified view of customer history and routing and scheduling were centralized. The move improved operational efficiency and fraud response (instant card blocking), raised agent productivity by 15%, increased customer satisfaction from 65% to 75%, reduced total cost of ownership, and provided a scalable foundation for adding video, social and mobile channels.

ICICI Bank

Krishnan Govindan

Head, Customer Service Phone Banking