Case Study: Atom bank achieves a seamless digital contact centre transformation with Kerv and Genesys Cloud

Atom Bank boosts hybrid contact centre with Kerv and Genesys Cloud in just 1 hour of training

Atom bank, the UK's first digital-only bank, needed to upgrade its end-of-life Genesys Engage contact centre platform. Their challenge was to find a cloud-native solution that enabled greater self-sufficiency, tighter integration with their mobile app, and strong AI and bot capabilities for self-service, all while maintaining strict service security and compliance during the migration. They partnered with the vendor Kerv to find a new solution.

Kerv implemented the Genesys Cloud platform, providing Atom bank with an omnichannel contact centre solution. The results included maintaining security throughout the migration and boosting staff attraction and retention through effective hybrid working. Advisors now seamlessly manage voice, chat, email, and Facebook from a single desktop. Kerv's solution also provided a solid innovation roadmap, empowering Atom bank to configure the system themselves and plan advanced features like speech analytics to further enhance customer experience.

Atom Bank