Case Study: Piraeus Direct Services cuts IVR handling time by 50% with Omilia

Piraeus Direct Services cuts IVR handling time by 50% with Omilia

Piraeus Direct Services (PDS), the contact center for Piraeus Bank, faced significant challenges with its traditional IVR system, including high abandonment rates, long handling times, and low self-service completion. These issues led to increased customer complaints and higher operational costs. To address this, PDS partnered with vendor Omilia to deploy its Natural Language Understanding (NLU) Speech Portal.

Omilia's solution was integrated with PDS's existing Genesys infrastructure, resulting in dramatic improvements. The IVR abandonment rate and handling time were both cut by 50%, while the self-service completion rate increased by 40%. This allowed PDS to handle twice the number of calls with the same resources, drastically reducing costs and eliminating customer complaints about IVR complexity. Omilia is now considered an indispensable partner by PDS.

Piraeus Direct Services (pds)