Case Study: Desjardins achieves a unified omnichannel customer experience and 25% lower total cost of ownership with Genesys

Online banking pioneer overcomes business challenges to meet evolving customer expectations

Desjardins, headquartered in Montreal, is Canada’s largest cooperative financial group with more than 47,000 employees and seven million members. As a pioneer in online banking with diverse retail, commercial, wealth and insurance offerings, it faced rising call volumes and inconsistent customer experiences caused by multiple, disparate contact-center solutions and a lack of a single view of customer history across lines of business.

To address this, Desjardins consolidated its contact centers onto the Genesys Customer Experience Platform—deploying Inbound and Outbound Voice, Interaction Workspace and unified reporting—to create an omnichannel, single-vendor environment and better blend inbound calls with back‑office work. The initiative improved agent efficiency (faster customer identification saved about 15 seconds across ~2 million calls), reduced total cost of ownership by roughly 25%, and delivered more consistent service and centralized performance metrics.

Desjardins

Kim Arseneault

Strategic Advisor