M&T Bank achieves a 100% increase in banker productivity

M&T Bank has long stood for making a difference in people’s lives. But outdated technology hindered service enhancements essential to foster lasting relationships. Recognizing the need for change, M&T Bank embarked on a journey to modernize its customer experience platform. After implementing Genesys, the bank is realizing benefits such as a 100% increase in sales banker productivity, an 11% reduction in cost per call, and an 80% decrease in dropped calls.