Neobank Tonik is leveraging Genesys Cloud CX to further elevate its digital-first services and provide exceptional banking experience to customers. Genesys is a global cloud provider that offers (artificial intelligence) AI-powered experience orchestration.
As a digital bank, Tonik uses cloud solutions extensively in its operations to ensure the delivery of fast and efficient customer service across Southeast Asia.
“Our quest to build the next-generation financial platform and bring about an innovative culture to the banking system, has made remarkable progress,” said Tomasz Borowski, Group COO, Tonik. “The Tonik-Genesys partnership will continue to explore more automation opportunities to enable us to deliver exceptional customer, employee experience, and drive efficiencies.”
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Tonik employs an innovative approach in penetrating the modern channels of social media and Know Your Customer (KYC), which is focused on providing seamless and contextual Customer Experience (CX) services. By implementing the all-in-one Genesys Cloud CX platform, Tonik can connect with customers across multiple channels, and it plans to utilize conversational AI for its product FAQs and inquiries, heighten security levels, and improve product marketability overall.
“Beyond offering quality products and solutions, enhanced customer experience is a key differentiator in the digital financial servicing business,” said Simhua Lui, VP and GM Asia at Genesys.
All-in-one cloud solution
Tonik used the all-in-one cloud solution from Genesys to operate a virtual platform, and hybrid work setup seamlessly and securely during the pandemic, which caused an increase in business costs and made hybrid work challenging. Through the Genesys Workforce Engagement Management tool, Tonik’s employees had a single platform and intuitive performance dashboards for training, educational resources, and motivational activities.
The bank crafted comprehensive customer journeys and workflows within a five-month window after adopting Genesys solutions. Within a year of its commercial launch, the digital bank amassed a unique customer base of 120,000, escalating its contact center agents from a modest 10 to a robust 200.
Genesys Cloud CX further streamlined Tonik’s operations, enabling rapid automation and scalability without dependency on IT support. Agents benefitted from a consolidated interface, enhanced by Nova.ChatsConnector, integrates social media feeds from platforms like Facebook and Viber into a centralized omnichannel agent experience.
With this system in place, Tonik delivered data-driven experiences, automated low-level tasks, and smoothly transitioned interactions to live agents as required. The bank reported a remarkable 60% reduction in customer wait times, thanks to these advancements.
Tonik aims to introduce next-generation customer interaction for Filipinos through AI and machine learning with predictive problem-solving capabilities. Both companies are currently collaborating to execute the digital bank’s roadmap for 2024 which focuses on scaling its loan portfolio with an all-digital touchpoint process via a mobile app. It is currently planning the implementation of conversational voicebots and unified bots across phone, web chat, mobile messaging, and smart speakers.