BNP Paribas realizes millions in cost savings moving to CX in the cloud

Financial services firm BNP Paribas wanted an agile, omnichannel customer experience platform to help break down silos, support innovation and improve the speed to market of new service offerings. Since implementing the Genesys Cloud™ platform and deploying solutions such as voice, chat and Agent Copilot, the company has seen a 170% increase in bot interactions and a 24% drop in voice interactions; retired 15 other tools; and garnered over $5 million in cost savings.