Leading US financial services provider

For contact centers, the effects of the pandemic have upended everything, from agents to costs to service levels—compelling organizations to focus on accelerating their existing digital transformation projects to overcome gaps in customer experience.

However, as demonstrated in this case study, enterprises struggle to leverage the contact center to enable new digital channels for customer interactions and improve regulatory compliance while adopting new channels across geographies.

Thankfully, it also demonstrates how Servion and Genesys are helping contact centers make sense of technology changes, such as:

  • • Leverage the cloud to improve flexibility and scalability
  • • Ease of adopting new age omnichannel solutions
  • • Improve security and regulatory compliance adherence across geographies

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