Having evaluated offers from Zendesk, Salesforce and other contact centre providers, for Atom bank one proposal stood out. “Kerv Experience laid out all the facts and were very honest with us from day one,” Ben recalled. “We’re both growing businesses with similar values when it comes to collaborating and putting customers first. Also, we were delighted to continue with Genesys, an interface our advisors already knew and found easy to use.”

As with most large transformational IT projects there were a mix of known and unexpected challenges along the way. “We had really good meetings to set up the project and engage the right stakeholders from both sides,” added Ben. “The biggest, most complex challenge was moving our data across to the new platform. Like all regulated banks, it was vital we maintained service, security, and compliance at all times – especially during the migration.”

Kerv Experience specialists supported throughout with project management and technical customisations. The bank also took advantage of the Genesys AppFoundry marketplace, introducing CX Index, a social listening and survey tool for customers communicating via Facebook.

Kerv understood the setup we wanted and gave us confidence around the product. Once we’d worked that through, the actual switchover to Genesys Cloud went without a hitch. User training only took an hour or so.

Ben Evans, Customer support manager, atom bank

All projects for the contact centre are focussed on improving either customer or customer service agent experience. Caring for vulnerable customers in tough financial situations has long been one of the bank’s top priorities, and leveraging Genesys speech and text analytics are set to play a big role in that over the next six to twelve months.

“We plan to deploy speech analytics for topic spotting and keyword searches. It will also be a game-changer in terms of how we collect data and keep ahead of competitors, off the back of that customer feedback and sentiment.”

Digital development is an ongoing journey for Atom, with projects that will support customers and avoid any unnecessary frustration and distress a top priority. For example, by removing additional ID&V steps that customers go through with agents and authenticate based on initial app login alone. Thereby ensuring customers receive a seamless experience while simultaneously delivering Atom a big improvement from a quality, risk, and average handling time perspective.

Other new capabilities imminently to be put in place are canned chat responses and WEM gamification tools, along with AI-powered knowledge and auto-summarisations through Genesys Agent Assist. In recognition of its progressive strategy Atom bank won silver in 2023 for Best Supporting Team at European Contact Centre and Customer Service Awards.

Banks are moving towards digital-first mindsets but tend to get held back by issues involved in migrating legacy systems. Whereas Atom was born digital. So we’re more agile and can execute at speed. And it’s nice to know we’ve always got Kerv Experience in our corner if we were to get stuck.

Ben evans, customer support manager, atom bank