Case Study: Itaú-Unibanco achieves 20% sales lift, cost reductions and improved customer experience with Genesys Customer Experience Platform

Integrated service with reductions in costs, gains in productivity and improved customer experience in a SIP environment

Banco Itaú, one of the world’s largest private banks with operations in 20 countries, roughly 4,000 branches, ~40,000 service points and over 40 million customers, needed to consolidate and modernize its customer service infrastructure. The bank’s goals were to reduce technology and infrastructure costs, simplify operations management, increase productivity and customer satisfaction, and migrate to a SIP-based, fully integrated multichannel contact environment.

Itaú partnered with Genesys to deploy the Genesys Customer Experience Platform, Reporting & Analytics and Genesys Digital (SMS, chat, email), unifying contact channels and integrating SIP with its legacy systems. The rollout centralized service operations, improved availability and data integration, reduced infrastructure and operating costs, optimized workforce productivity, and delivered measurable business gains (including a reported 20% increase in sales with a 25% forecast), while enabling further standardization and cost-reduction initiatives.

Itaú-Unibanco

Fabiano Meira Dourado Nunes

Director of Customer Services