Case Study: P&N Group boosts banking efficiency with Genesys CX Cloud and Salesforce

P&N Group saves 15 minutes per agent per day with Genesys

P&N Group, the parent company of P&N Bank and BCU Bank, faced challenges due to a siloed contact center solution that created disjointed customer experiences. Their agents were forced to navigate multiple disparate systems to complete tasks and find information, leading to inefficient manual processes and after-call work. To address this, they partnered with vendor Genesys to implement CX Cloud, a solution built with Salesforce.

The solution from Genesys integrated voice, digital channels, and CRM data into a single AI-powered platform within Salesforce. This transformation resulted in significant measurable impacts, including a 20-second reduction in average handling time and saving agents up to 15 minutes per day through automation. These efficiencies contributed to an estimated 1,800 hours of annual gains, allowed the handling of over 22,000 calls per month, and ensured 100% of calls have standardized, high-quality summaries.

P&N Group (P&N Bank and BCU Bank)