Case Study: UniCredit achieves 40% agent productivity improvement with Genesys

UniCredit reaps the rewards of seamlessly integrated, modular technology to meet increasing customer demands

UniCredit, a major European bank formed from multiple Italian banks and operating across 17 countries with about 130,000 employees and 6,000 contact center agents, needed to continuously transform its operations to deliver simple, fast, and seamless customer experiences. The bank faced evolving regulatory constraints and rising multichannel customer expectations, and sought a unified messaging and real-time CRM integration to route interactions efficiently and resolve issues in a single contact.

UniCredit deployed a modular Genesys omnichannel platform (inbound voice, process automation, outbound engagement, workforce planning and digital engagement) that lets the bank activate channels and personalize routing like “LEGO” building blocks. The result: rapid compliance with new regulations, ~40% improvement in agent productivity through call blending and unified routing, regionalized outbound routing and progressive/predictive dialing switchover, ~70% platform coverage today, and a roadmap to further unify operations for greater efficiency and lower cost.

UniCredit

Francesco Rosato

Head of Contact Centre Strategy