Case Study: Piraeus Bank boosts IVR efficiency and customer satisfaction with Omilia

Piraeus Bank - Customer Case Study

Piraeus Direct Services (PDS), the contact center operation of Piraeus Bank, needed a better way to handle customer calls across Greece and Cyprus while improving efficiency and customer satisfaction. To address these challenges, PDS turned to Omilia and its NLU Speech Portal solution, integrated with the bank’s existing Genesys infrastructure.

Omilia deployed the speech/NLU platform to streamline call processing and self-service in the IVR. The results were significant: IVR abandonment dropped by 50%, IVR handling time fell by 50%, self-service completion increased by 40%, and complaints about IVR complexity disappeared. With Omilia, PDS doubled the number of calls it could serve with the same resources and reduced agent-related operating costs.

Piraeus Bank

Vangelis Moustakas

General Manager