Leading Bank Cuts Contact Center Calls and Costs with Digital Self-Service

A leading international bank evaluated contact center customer engagement and found multiple opportunities to increase efficiency by offering robust digital self-service. While they had created a self-service portal, few customers had adopted it or were aware it existed.

The company was spending millions answering simple questions better resolved via digital self-service.

Read about their remarkable results:
  • Multiple new self-service processes built in weeks
  • 25% increase in call containment
  • 100+% increase in self-service adoption
  • 60% of callers now pay via visual IVR
  • 98% of self-service sessions are completed successfully

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