Case Study: Otkritie Group achieves a unified call center, smarter IVR and lower costs with Genesys Engage

Otkritie Group improves customer service with call center unification and next-generation IVR capabilities

Otkritie Group, one of Russia’s largest private financial corporations, faced fragmented customer service across seven companies and eight regions — roughly 2,500 agents spread over 10 legacy platforms — resulting in inconsistent processes, high support and development costs, and limited channel and IVR capabilities.

By deploying Genesys Engage to unify inbound/outbound, IVR, workforce optimization, self‑service and chat, Otkritie created a single omnichannel contact center with personalized, easy‑to‑manage IVR and flexible resource allocation. The rollout drove 24.4% self‑service adoption, reduced operating expenses, enabled new service channels and delivered a seamless, more personalized customer experience.

Otkritie Group

Sergey Rusanov

Member of the Board and Chief Information Officer