New digital-only bank Atom is to use a cloud-based system from Genesys to run its customer support centre in Durham.
Using the Genesys Customer Experience Platform, Atom’s customers will be able to contact the support centre 24/7 using voice calls, web chat, email or social media channels. The platform is optimised for digital mobile devices and can scale up at times of increased demand.
Atom’s customer support team will also be using the Genesys Omnichannel Desktop solution to give all agents a full view of customers when they contact the bank.
Atom’s chief executive Mark Mullen said: “Genesys are at the forefront of providing customer service solutions that engage with people’s clear preference for mobile digital devices. Their platform is scalable and from the start they were willing to innovate with us to bring new and engaging models of support to our customers.
“Atom will be a self-service, digital bank and we are investing very heavily in the Atom app to ensure that customers’ experience is beyond anything previously offered by the banking industry. But that goes hand in hand with a customer support centre in Durham that is responsive, personal and ready to help Atom’s customers all day, every day.”
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