Banca Progetto is active in the credit market with a focus on families and businesses through digital channels. Their target customers are SMEs and private users.
Banca Progetto wanted to fuel its digital transformation process in order to improve both the CX and efficiency of their internal processes through the addition of new functionalities, and the redesign of previously existing ones.
- Multichannel contact center: voice, e-mail and chat are all managed in the same platform.
- Simplification of processes: new platform to simplify requests for internal bank transfers.
- Whatsapp as a tool for agents: The implementation of Convy.Ai on whatsapp created a tool that assists resellers during their activities.
Banca can increase the efficiency of their agents by deflecting the call with IVR allowing the customers to independently handle their concerns or contact an agent via chat. By doing so there is less stress on the call centers and the agents allowing them to work more effectively.
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