Customer Story – HSBC

HSBC predicts $60 million in three-year value from Genesys Cloud AI orchestration

Like many global organisations, financial services firm HSBC was challenged by a lack of end-to-end visibility into its customer experience. Implementing the Genesys Cloud™ platform not only provided HSBC that visibility, but it’s also delivered a richness of data that has enabled the company to reduce abandonment rates by 48%, handle time by five minutes per interaction and transfers by 32%, as well as increase first-contact resolution. Access to real-time insights has saved supervisors about two hours per day.