Case Study: Western Union achieves 85% kiosk transaction automation and $1.5M annual agent-time savings with Genesys Self-Service

Western Union Automates Payment Services with Self-Service Solutions

Western Union, a global leader in payment services, relied on 30 separate, outdated IVR systems that prevented clear insights into self‑service performance and made it difficult to improve the speed and efficiency of payment transactions at kiosks in convenience stores.

By deploying the Genesys Self‑Service solution and a custom inbound IVR at kiosks, Western Union automated about 85% of kiosk transactions—a 10% lift in overall automation—saved roughly $1.5 million in annual agent time, increased sender call volume by ~35%, improved customer verifications by 15%, and doubled PIN‑based transaction completions.

Western Union