Case Study: Visa streamlines dispute resolution with Genesys and ServiceNow Unified Experience

Visa transforms CX with Genesys and ServiceNow across 106M disputes annually

The customer, Visa, aimed to transform its customer experience to ensure exceptional support and improve operational efficiencies. The financial services company sought to address high-impact moments for consumers globally by moving to an AI-driven solution. They chose the Unified Experience product from the vendor Genesys and ServiceNow.

The solution implemented by Genesys and ServiceNow is projected to deliver measurable improvements for Visa. These include increased customer satisfaction, reduced operational costs and greater infrastructure efficiency. Visa specifically expects a significant decrease in dispute resolution time as a result of the solution provided by Genesys.

Visaya Knowledge Process Outsourcing Corporation