Case Study: Orient Bank achieves 35% higher agent productivity and improved debt collection with Genesys

Orient Bank improves agent performance and raises customer service quality

Orient Bank, a Russian financial services firm with 1,400 contact center agents, faced rising costs and declining efficiency in customer service and debt recovery. The bank needed to improve customer experience, optimize workloads across three centers, and reduce reliance on external debt-collection services while increasing revenue and lowering recovery expenses.

Working with Genesys and implementing the PureEngage platform (inbound/outbound/digital, workforce optimization and analytics), Orient Bank automated workflows, built in‑house debt‑collection processes and improved omnichannel routing. The changes boosted agent productivity by 35%, produced 12.5× more outbound calls, a 250% increase in outbound call completions, doubled interactions handled, and cut agent downtime by 15% so agents now spend up to 85% of their time with customers.

Orient Bank

Nino Kodya

Chief Operating Officer