Partnership Aims for Banking First


Genesys and Atom Bank are partnering with an aim to create the UK’s first bank designed for digital.

Using the Genesys Customer Experience Platform, Atom’s customers will be able to contact the support centre in Durham using voice calls, webchat, email or via social media. Customer contact has been designed with security in mind while ensuring customer effort is kept to a minimum.

The two partners, along with Anana, have also agreed to bring additional customer contact channels forward as part of their commitment to innovation in customer services.

Combining the Customer Experience Platform with commitment to an all day, every day service will help to ensure that customers have access to support wherever and whenever they want it.

The Omnichannel Desktop solution for the customer support team will also support the business model by giving agents a full view of its customers when they are contacting the bank, allowing agents to respond efficiently. The service can also respond to increased demand, allowing Atom to scale up rapidly to meet growing customer demands.

Atom Bank will implement the Genesys Business Edition of the Genesys Customer Experience Platform in a cloud deployment model.

“Genesys are at the forefront of providing customer service solutions that engage with people’s clear preference for mobile digital devices,” said Mark Mullen, Chief Executive at Atom. “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. We’re committed to delivering the very best support for our customers, so this partnership is a marriage of two like-minded companies.”

Neil Titcomb

“Atom promises to be a genuinely innovative and disruptive entrant into the UK banking industry. It’s focused on keeping its costs low but customer service high,” said Neil Titcomb, Sales Director UK & Ireland at Genesys. “By implementing the Genesys Business Edition in the cloud, Atom will rapidly establish its customer service credentials with consumers in the UK.”

For more information about Genesys, visit their website.

Published On: 29th Apr 2015 - Last modified: 18th Dec 2018
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