BBVA migrates customer support services to the cloud to improve service

Migration of customer services from their own servers to the cloud makes it possible to manage customer demand more effectively by offering an integrated view of all their interactions with the bank, from start to finish, regardless of the channel used (web, app, telephone or branch). In addition, the Genesys Cloud CX solution allows the agent service quality to be assessed in real timeallowing a permanent watch to constantly improve the service provided to customers.

The goal for 2022 is for around 7,500 BBVA agents to use this solution to provide a more personalized experience. A figure that will approach 10,000 positions across the Group (80% of the total in this area) by 2023.”Migrating to the cloud allows us to differentiate ourselves in a very competitive environment, meeting regional requirements and meeting our global goals. We are now able to create solutions in our channels that enhance the role of agents, with the benefit this brings to our customers,” explains Jose Luis Elechiguerraglobal head of engineering at BBVA.

It is a solution that puts the customer at the center, identifying, among other things, the reason for the call. Since 2019, it has reduced customer wait times by 42% and shortened response times by 45% in countries like Peru. This has largely contributed to improve customer satisfaction levels in the case of Peru, positioning BBVA as the first choice in the Andean country. In the digital sphere, the bank manages to automatically resolve 82% of interactions in the first instance, being even closer to its Peruvian customers.

In Spain, this technology has contributed to reduce the resolution of non-urgent customer requests from 7 to 2.5 days; in case of urgent requests this figure is from one day to one hour. This significant improvement in response times is due not only to the implementation of the Cloud platform, but also to the unification of the development team with the production team, following the DevOps methodology.

Cloud possibilities

The collaboration between BBVA and Genesys has also resulted in great progress in the provision of customer services in all the countries where the bank operates. This allowed the remote bank agents to increase the number of queries processed and even improve the ratio of sales through remote channels, as has already happened in Spain, Mexico and Peru. In addition, it enabled the implementation of a remote management model in three months, which did not exist in Uruguay, Argentina and Colombia.

The bank’s senior engineering manager points out that the Genesys Cloud CX solution has been key to BBVA’s ability to respond to the challenges posed by the COVID-19 pandemic. In the worst moments of confinement, BBVA was able to keep managers at a distance, ensuring their health and that of customers by answering their questions through digital channels. “We continue to make progress in our transformation process of our relational models. Genesys allows us to meet the demands of today while preparing for the challenges of tomorrow,” he adds.

Meanwhile, Olivier JouveExecutive Vice President and General Manager of Genesys Cloud, said, “In the experience economy, businesses must have a cloud and digital technology infrastructure to meet the expectations of customers and employees today. BBVA succeeds by focusing on creating truly differentiated experiences that inspire trust and loyalty. With Genesys Cloud, we are working together to transform its operations and customer service capability, position BBVA well as a leader in digital banking built for the future.”

The remoteness of services has multiplied exponentially and customers request remote solutions for all services offered by the bank. As it consolidates the process of migrating customer services to the cloud, the bank is exploring how artificial intelligence (AI) and Genesys Cloud automation can be used to further improve the employee and customer experience, expanding range of services and maximizing opportunities. offered by these technologies.

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Lance B. Holton