Genesys Recognizes Bancolombia as Winner of CX Mover Award
May 14 2024 - 11:01AM
Business Wire
Bancolombia honored for achieving a significant
technological evolution in its commitment to innovation and
excellence in customer service
Genesys®, a global cloud leader in AI-powered experience
orchestration, announced Bancolombia as the Customer Experience
(CX) Mover (Partner) winner for the Best Cloud Implementation
category during its 19th annual Customer Innovation Awards.
Bancolombia received the award for its significant digital
transformation made possible through its evolution to the Genesys
Cloud™ platform.
Bancolombia is a 145-year-old leading financial services
organization in Latin America, with nearly 30,000 employees across
Colombia, Panama, Guatemala and El Salvador. To enhance its ability
to deliver excellence in customer experience, rapidly innovate,
lower costs and adhere to complex financial regulations,
Bancolombia selected the AI-powered experience orchestration
capabilities of Genesys Cloud. With a customer-centric vision,
Bancolombia worked with its partner Global Network Solutions and
Genesys to successfully deploy Genesys Cloud to support 2,500
agents in just eight months, resulting in:
- Improved customer experience: Using the experience
orchestration capabilities of Genesys Cloud, combined with the
implementation of other financial solutions, Bancolombia contact
center agents were able to resolve client inquiries faster, driving
a more than 15% decrease in average handle time. Additionally,
first-contact resolution increased by 2 points. The overall reduced
time-to-resolution contributed to an increase in client
satisfaction on the organization’s digital channels by
approximately five percentage points.
- Positive impact on bottom line: Through the successful
implementation of Genesys solutions, Bancolombia also grew its
digital sales by carrying out a rescue strategy for its Credit
Card, Consumer Credit and Payment products, resulting in sales
assisted by an agent using predictive engagement effectiveness
improvements between 17% and 40%. Additionally, the organization
achieved a more than 10% reduction of BPO costs.
- Accelerated time to market for future innovation: With
Genesys Cloud, Bancolombia also gains technological independence
from its BPOs and improved competitive positioning. Through the
platform’s flexibility, the organization is now able to quickly
deploy new services and partnerships and adapt to the changing
demands and expectations of its clients.
“By adopting Genesys Cloud, Bancolombia is able to advance our
multichannel strategy and digital orchestration between online and
offline interactions, a strategic priority that will greatly impact
our organization’s continued success,” said Gabriel Gonzalez, VP
distribution and customer interactions.
The Genesys Customer Innovation Awards recognize organizations
from across the globe each year for transforming their customer and
employee experiences with AI, cloud and digital technologies. CX
Movers have transitioned from a legacy, hardware-based contact
center solution or another cloud environment to the Genesys Cloud
platform within the last 24 months.
Bancolombia accepted the CX Mover award at Genesys Xperience
2024 in Denver.
To watch select Xperience keynotes on-demand, visit the
Xperience Encore event beginning May 27.
About Genesys
Genesys empowers more than 8,000 organizations in over 100
countries to improve loyalty and business outcomes by creating the
best experiences for customers and employees. Through Genesys
Cloud, the #1 AI-powered experience orchestration platform, Genesys
delivers the future of CX to organizations of all sizes so they can
provide empathetic, personalized experience at scale. As the
trusted, all-in-one platform born in the cloud, Genesys Cloud
accelerates growth for organizations by enabling them to
differentiate with the right customer experience at the right time,
while driving stronger workforce engagement, efficiency and
operational improvements.
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version on businesswire.com: https://www.businesswire.com/news/home/20240514969559/en/
Media Kelley Crane, Genesys Kelley.crane@genesys.com
Method Communications genesys@methodcommunications.com