ATB Financial Delivers Better, Faster Service Just 6 Months After Moving to Genesys Cloud

ATB Financial (ATB), the largest Alberta-based financial institution, can now deliver better, faster service after moving to Genesys Cloud, the innovation platform from the global leader in omnichannel customer experience and contact centre solutions. Genesys® partnered with ATB to transform the way it connects with customers, providing better experiences on each interaction.

Contact Centre CLUB

Genesys Cloud replaced three disparate, legacy, on-premises solutions, which could not fully map the customer journey. “Our previous systems were all in need of upgrades,” said Dwayne Calder, managing director, Insights & Enablement for ATB’s Client Care. “Even the latest versions wouldn’t have enabled us to effectively manage experiences across voice and digital channels.”

Now, with Genesys Cloud, ATB has a single, open technology platform to connect all interactions from virtually every channel for its more than 750,000 customers. As a result, ATB’s ability to manage and measure customer experiences has become exponentially better.

ATB migrated its entire contact centre infrastructure to Genesys Cloud in only six months and was completely stable in just two days. “Not only did we go all-in with cloud very quickly, we’re reaping the rewards of a much more cost-effective platform,” Calder explained. “In addition to tremendous support from the Genesys Professional Services team, a big factor of our success was our change management plan. We leveraged our frontline ATB Financial team members to become the subject matter experts for their peers, helping with adoption and buy-in.”

Calder added, “We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades.”

Built on an award-winning, modern SaaS architecture, Genesys Cloud is open, scalable and secure, giving businesses a battle-tested platform that’s validated with real-world loads and scaling. Genesys Cloud provides brands what they need now to innovate and differentiate themselves at every customer touchpoint. It’s simple to connect data, processes and systems through open APIs, powerful orchestration and built-in integrations — enabling customers to extend Genesys Cloud capabilities or customize the platform for their unique requirements.

About Genesys

Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com