The customer required a platform upgrade and system reconstruction based on the previous AVAYA + Genesys platform.

The platform uses Genesys Total + Vidyo video, supports full-media access, and integrates intelligent robots, voice navigation, smart maps, and an enterprise-wide intelligent knowledge base to create a multi-channel intelligent customer service system.

The successful deployment of the intelligent customer service system unified the provincial rural credit union's phone banking services for both credit and debit transactions. This significantly reduced call volumes due to errors in customer loan transactions, saving labor and communication costs. Within two months of implementation, the monthly error call volume decreased by an average of 24%, and the average call connection rate improved by 5%, which helped the rural credit union save approximately 600,000 RMB annually and expand marketing channels for future activities.