Philippine bank partners with Genesys for cloud center migration
MAKATI, PHILIPPINES — China Banking Corporation (Chinabank), a Philippine commercial bank, recently moved its Customer Contact Center (CCC) operations to Genesys Cloud, an enterprise cloud platform.
This migration enables Chinabank to improve customer service through enhanced capabilities to manage high call volumes with reliability and continuity.
The new system aims to boost customer support for Chinabank’s growing client base. After transitioning from an on-premise system, the contact center went live on Genesys Cloud on January 17, 2024, with no interruptions.
“We are committed to providing the attention and support our customers deserve, engaging them with empathy and a sense of urgency in responding to their inquiries and concerns,” said Chinabank CCC Head Cristina Perez.
“To handle the growing call volume and ensure consistently high level of customer support, we need a robust, scalable solution with flexible and agile methods that can be deployed quickly and updated without downtime,” Perez added.
The first phase of the cloud contact center’s implementation is focused on Cloud IVR (Interactive Voice Response) integration and outbound calling tools to route calls efficiently.
“With its exceptional resilience and near-zero downtime, Genesys Cloud provides Chinabank with unparalleled reliability and operational continuity,” said Chinabank Chief Technology Officer Francis Andre De Los Santos.
This migration also aligns with Chinabank’s cloud-first approach to drive innovation and meet evolving customer needs.
