SUCCESS STORY: ORIENT BANK Creating winning customer experiences Orient Bank improves agent performance and raises customer service quality Refining contact center development Orient Bank sought to increase efficiency, deliver better customer experience and optimize their debt collection at all stages by ensuring effective communication throughout the term of each loan. A new team was created to oversee the project, which included hiring new agents as the contact center grew. Working with Genesys, the bank completely re-engineered their processes for debt collection, workforce management and customer service. “We liked the fact that Genesys offered a single platform that encompassed multiple contact center solutions to meet all our business needs,” said Nino Kodya, Chief Oper

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