Case Study: BNP Paribas Poland achieves higher digital channel efficiency and closes the Engagement Capacity Gap with Verint Systems

BNP Paribas Poland Closes the Engagement Capacity Gap with Verint

BNP Paribas Poland, part of the EU’s leading bank, serves 3.9 million customers through nearly 460 branches and supports 1.3 million customers via digital channels. With 230 agents handling about 230,000 calls, 15,000 chats and 24,000 emails monthly, the bank faced an “Engagement Capacity Gap”—rising digital demand and interaction volumes outpacing available resources and consistent service delivery.

To close the gap, BNP Paribas standardized on the Verint Customer Engagement Cloud—using speech analytics, real‑time alerts, automated quality and performance management, desktop/process analytics, and targeted eCoaching—to deploy real‑time pop‑ups, standardized scripts and granular quality monitoring. In five months digital channel efficiency rose from 4.67% to 5.12% via pop‑ups and improved another ~5 percentage points through eCoaching (22% to 27%), while quality KPIs increased from 26% to 36%.

BNP Paribas

Anastasiia Novak

Speech Analytics Product Owner and Agile Transformation Leader in Personal Finance Operations