Hayat Finans, aiming to become Turkey's first fully digital bank, took a major step by designing a customer-centric call center as the sole communication channel with its clients. In this transformation journey, Softtech supported the bank as a Genesys Engage product partner.
Call Center Transformation with Genesys Engage- Significant increase in customer satisfaction
- 85% increase in call center agent efficiency
- Seamless integration with CRM systems
- Enhanced competitiveness through digitalized operations
As part of our mission to become Turkey’s first digital bank, we envisioned a call center that would serve as the only communication channel between us and our customers.
To provide a diverse set of services and deliver an excellent customer experience, we needed to implement the right solution and build a robust experience architecture.
Following the integration of Genesys Engage with our existing CRM systems, we observed:
- A significant increase in customer satisfaction, with customers reporting high satisfaction due to fast and accurate services.
- A 85% increase in the efficiency of our call center agents.
- A successful digitalization of our operations, boosting our competitive edge in the financial services sector.
Softtech’s high-quality support services and effective problem-solving capabilities were among the main reasons we chose them as our technology partner.
Whenever we encountered an issue, their team was always accessible, responsive, and solution-oriented — ensuring our business operations continued without disruption.
Their professional approach and customer-focused mindset have consistently impressed us.
Transparency and clarity throughout the collaboration enabled smooth project execution. Additionally, Softtech’s strong reputation and reliability in the industry, along with positive feedback from other clients and their proven track record, confirmed that we made the right choice in partnering with them.
“Softtech’s professional approach and customer-focused service model give us great confidence. Their responsive support teams and transparent communication ensured that our projects progressed smoothly. We’re very satisfied with this collaboration and would recommend Softtech to others without hesitation.”Çetin Yalçın Güleç – Executive Vice President