Case Study: National Bank of Greece achieves multichannel customer service excellence with Genesys

National Bank of Greece Chose Genesys to Support Customer Service Through Alternative Channels

National Bank of Greece (NBG), the country’s oldest and largest bank, launched the i-bank brand to attract younger, tech-savvy customers and modernize service through alternative channels (phone, web, email, chat, mobile and in-branch video kiosks). Facing perceptions of being traditional and unwieldy, NBG needed to reduce branch costs, improve customer satisfaction, monitor and optimize agent performance, and create a competitive point of difference.

Genesys solutions—CTI, smart routing, outbound predictive dialing, CCPulse reporting and virtual customer service for video kiosks—were rolled out starting in 2005 and scaled to a 382‑agent contact center. The platform enabled prioritized routing, better agent productivity and cross-selling, drove traffic to alternative channels (i-bank stores see ten times the traffic of traditional branches), and improved KPIs: calls handled rose to 7.3M (2011), first-call resolution reached 82%, IVR ease rose 26 percentage points, agent manners improved 21%, and processed jobs increased 26% year‑over‑year.

National Bank of Greece

Pericles Papaspyropoulos

Head of Contact Center Sector, National Bank of Greece