Case Study: M&T Bank achieves double-digit CX efficiency gains with Genesys Cloud CX

M&T Bank achieves double-digit benefits by modernizing its CX platform

M&T Bank, a U.S. banking and financial services company, needed to modernize its customer experience technology because outdated systems were limiting service improvements and creating inefficiencies. The bank chose Genesys Cloud CX from Genesys to support its CX transformation, improve collaboration across teams, and better meet rising customer expectations.

Genesys implemented Genesys Cloud across M&T Bank’s contact center operations, replacing six legacy applications and enabling AI, automation, routing, analytics, and workforce engagement capabilities. As a result, M&T Bank achieved an 11% reduction in cost per call, an 80% decrease in dropped calls, and an 18% reduction in call transfers, while also allowing service bankers to handle about 100 more calls per month each.

M&T Bank

Craig Stanton

Engineering Director