FE CREDIT Embarks On a Customer-Centric Journey with Genesys Multicloud CX To Deliver an End-to-End Experience For 10 Million Vietnamese Customers

Ho Chi Minh City, Vietnam, April 7, 2020 – Genesys®, the global leader in cloud customer experience and contact centre solutions, announces FE CREDIT has increased customer satisfaction rates by up to 90 per cent since migrating from their legacy on-premises system to the Genesys Multicloud CX^TM solution. As Vietnam’s leading consumer finance company with more than 50 per cent market share in Vietnam, FE CREDIT’s 4,500 service, sales and collections agents use the solution to communicate with 10 million active customers across phone, email, chat and social channels.

As a result of this implementation, FE CREDIT has transformed their legacy contact centre into a modern customer experience centre ready for today’s digital consumer. The company selected Genesys Multicloud CX, an enterprise-grade omnichannel and multi-cloud customer engagement solution, to help it serve millions of disadvantaged, unbanked Vietnamese by providing intuitive access to simple, effective consumer finance products and services.

“With FE CREDIT managing a huge customer base, Genesys has become an integral part of our entire technology platform. Our customer servicing, sales, and collections are heavily dependent on Genesys and its technology has not only helped us manage over a million calls that we receive daily but also made the engagements highly personalised. What we have witnessed with Genesys is not just great technology, but also an engagement that creates highly informed relationships which we enjoy,” said Fahad Siddiqui, Deputy Chief Information Officer at FE CREDIT.

Key factors that led FE CREDIT to implement Genesys Multicloud CX include the solution’s ability to effectively handle approximately 10,000 inbound calls and 1.7 million outbound calls per day, as well as 5,000 emails, chats and social media sessions. The stability of Genesys Multicloud CX also enables the fast-paced business to minimise its risk of downtime.

Harnessing technology to create a seamless experience

FE CREDIT has a diversified network of over 13,000 points of sales nationwide and operates in a reliable collaboration with more than 9,000 partners. Prior to working with Genesys, the company operated two siloed contact centres, one that focused on handling inbound customers inquiries and the other dedicated to outbound collection. After implementing Genesys Multicloud CX, FE CREDIT now has all customer data from their service, sales and collection teams unified in a single platform. This offers them a complete overview of the customer, enabling them to provide a seamless, connected experience at every touchpoint.

Prior to Genesys Multicloud CX, FE CREDIT relied purely on an outdated click-to-call method that took up to 12 seconds to connect to a customer. With Genesys Multicloud CX, FE CREDIT’s employees can leverage a more comprehensive suite of features, including auto dialling, to drastically shorten the connection process and improve the call connection rate by over 30 per cent.

Another benefit of the Genesys Multicloud CX solution is better team visibility via its visual performance management tool. The company can now monitor operations down to their specific requirements, resulting in improved workforce coordination and efficiency.

“The interface for Genesys Multicloud CX is very intuitive in its look and feel. It is like a social platform that makes it easy for people to see, learn and use. Genesys has done a fantastic job on the user interface of this solution which will help us save both time and money on the training of our staff,” said Fahad Siddiqui, Deputy Chief Information Officer at FE CREDIT.

“We’re proud of the phenomenal business outcomes that FE CREDIT has achieved since deploying Genesys solutions. Our goal is to help organisations deliver the best customer experiences. For today’s consumer, that means end-to-end, highly personalised service on any channel. By leveraging cloud and artificial intelligence, we’re here to make that possible for any business of any size or scale,” said Gwilym Funnell, Senior Vice President and General Manager at Genesys Asia-Pacific.

To learn more about the FE CREDIT story, please click here.

About Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^SM so organisations of any size can provide true personalisation at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud^TM, an all-in-one solution and the world’s leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Visit https://www.genesys.com/en-sg

©2020 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, the Genesys logo, Genesys Cloud and Experience as a Service are trademarks, servicemarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

About FE CREDIT

Established in 2012, FE CREDIT is a leader within Vietnam’s consumer finance industry. Originally founded as the Consumer Finance Division of the Vietnam Prosperity Joint-Stock Commercial Bank (VPBank), FE CREDIT has since grown to possess 13,000 points of sale nationwide, a team of 17,500 staff and over 9,000 partners who work together to serve more than 10 million customers across Vietnam.

For more information, please visit: www.fecredit.com.vn

Media contacts

Manali Pattnaik

Senior Public Relations Manager, Genesys

Email: manali.pattnaik@genesys.com

Tel: +65-6521 9552