For HSBC, which operates in more than 50 markets, a fragmented technology stack presents a significant barrier to understanding the complete customer journey. An internal review revealed a shocking discovery: 40 different vendors were powering their contact centres, preventing end-to-end visibility and creating inefficiencies for both customers and agents. This complexity made it impossible to deliver a consistent, high-quality standard of support.
To solve this, HSBC embarked on a mission to consolidate its tech stack and harness the power of AI. See how they migrated to Genesys Cloud, going live with their first teams in just 108 days. The AI-powered, unified platform is already driving extraordinary results, saving supervisors many hours each day and delighting agents with its simplicity. Watch the success story to find out more about their transformation.
