Getting closer to customer journeys
A growing retail and corporate market presence, supported by a flourishing base of small businesses and sole traders, makes Bank Millennium one of Poland’s largest banks. Multichannel services gave customers the freedom to transact at the branch, over the phone, via the website or through the mobile app.
However, over time, the strain of managing those separate channels took its toll. Even basic tasks, like making IVR or routing changes, took ages. With costs spiraling and the business reliant on a limited legacy on-premises telephony system, it was time for a change.
“We had to get a closer understanding of customer journeys and reduce effort for supervisors, agents and the IT team,” said Krzysztof Ciąpała, Contact Center Development Manager at Bank Millennium. “And we knew that meant upgrading to a proven omnichannel solution.”
Merger announcement raised the stakes
The decision to invest in a system upgrade wasn’t taken lightly. “We needed to be completely sure,” said Tomasz Grązka, Head of IT at Bank Millennium. After two years of discussions and extensive reviews involving many stakeholders, a successful proof of concept sealed the choice of the Genesys Engage™ solution.
During the first phase of the inbound and outbound migration, it was announced the company would merge with Eurobank. Suddenly, Ciąpała and Grązka had an even bigger project ahead of them — consolidate people, processes and technology from both companies’ contact centers.
“Fortunately, we found Eurobank was another Genesys customer,” said Grązka. “It was a tremendous team effort. We rose to every challenge and solved every problem together.”