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 firstcontact resolution. Access to real-time insights has saved supervisors

about two hours per day.