Case Study: Tonik, the Philippines’ digital-only bank, achieves 60% reduction in customer wait time with Genesys Cloud CX

Pioneering digital-only banking in the Philippines

Tonik is a digital-only neobank in the Philippines founded to give unbanked Filipinos easier access to financial services. The pandemic accelerated its need to support a hybrid workforce and virtual customer journeys, while contending with high costs, low operational efficiency, employee engagement challenges, and stringent cloud security requirements.

Tonik deployed Genesys Cloud CX (with Workforce Engagement Management, omnichannel chat/SMS/social integrations via Nova.ChatsConnector, voicebots/chatbots and predictive dialers) to automate and unify customer interactions. The rollout—completed with zero downtime in five months—cut average wait time from five to two minutes (≈60% reduction), scaled contact center agents from 10 to 200, supported 120,000 customers, improved self-service and security, and positioned Tonik to scale lending and AI-driven experiences.

Tonik

Arivuvel Ramu

Chief Technology Officer