Large retail bank unable to deliver experiences their customers are demanding.


  • High frequency of calls for help with simple repetitive tasks 
  • Lack of analytics / insight into call drivers
  • Single, less efficient channel for customer support 
  • Customer frustration and low satisfaction impacting loyalty and retention


  • Implement speech analytics to understand call drivers – short and long
  • Launch chat support and automate simple, repetitive interactions via chat bot/automation
  • Use journey analytics to analyze customer interaction data across silos, uncover and fix issues, optimize experiences and drive desired behaviors

Expected Outcome

  • Increased customer satisfaction 
  • Increased efficiency of agents
  • Reduced calls and shorter AHT
  • Improved first call resolution

How we built the solution.

Executive Briefing Program—powerful relationships start here.

Explore ways to achieve your business goals.

Collaborate one-on-one with our technology leaders to help unlock competitive advantages and achieve your goals through our Executive Briefing Program.

Let's connect.

Choose your country to view contact details.


Call us at


Manage your account or get tools and information.