Is this the future of customer experience in banking?

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startOver the past year we have been working closely with a new kind of business – one designed with a technology-first approach – and the experience has reinvigorated our ideas about the role of digital and technology in building stronger relationships with customers that result in more successful businesses.

The business I’m referring to is Atom Bank, a challenger brand and the UK’s first bank to be design for digital, with whom we have partnered to provide its customer service solution.

Founded over a year ago and based in Durham, it will be the first bank to bring pioneering technology specifically designed for mobile offering all day, every day banking and a very efficient cost model.

Atom’s Chief Executive, Mark Mullen, has spoken about their plans to use Genesys as part of its plans to disrupt the UK banking industry, and had this to say of its CX strategy:

“Genesys are at the forefront of providing customer service solutions that engage with people’s clear preference for mobile digital devices. Their platform is scalable and from the start they were willing to innovate with us to bring new and engaging models of support to our customers. For our part Atom is committed to delivering the very best support for our customers, so this partnership is a marriage of two like-minded companies.

“Atom will be a self-service, digital bank and we are investing very heavily in the Atom app to ensure that customers’ experience is beyond anything previously offered by the banking industry. But that goes hand in hand with a customer support centre in Durham that is responsive, personal and ready to help Atom’s customers all day, every day. I am delighted that in Genesys we have a partner who will make this a reality.”

See Mark’s complete video on why they chose Genesys:

Using the Genesys Customer Experience Platform Atom’s customers will be able to contact Atom’s support centre in Durham using voice calls, web chat, email or via social media. Customer contact has been designed with security in mind while ensuring customer effort is kept to a minimum.

The Genesys Omnichannel Desktop solution for Atom’s customer support team will fully support Atom’s business model by giving agents a full view of its customers when they are contacting the bank, allowing agents to respond quickly and efficiently. The Genesys service can respond rapidly to increased demand, allowing Atom to scale up rapidly to meet growing customer demands.

Atom Bank will implement the Genesys Business Edition of the Genesys Customer Experience Platform in a cloud deployment model. This ensures continuous service availability and data protection whilst also offering the outsourced, software as a service model that is at the heart of Atom’s business model.

So what does this mean for consumers? Essentially, it means more choice. The High Street banks aren’t going anywhere for the time being, but Atom will challenge the old ways of doing things by giving consumers another option that centres around the one piece of technology we carry with us at all times – the smartphone. Some people may still prefer to visit their local branch, but for many of us, our phone is the preferred device through which we communicate across email, voice, video and app channels.

Atom promises to be a genuinely innovative and disruptive entrant into the UK banking industry. It’s focused on keeping its costs low but customer service high. By implementing the Genesys Business Edition in the cloud, I believe that Atom will rapidly establish its customer service credentials with consumers in the UK.

You can find out more about how Atom Bank will make its customers happy through digital-only channels you can contact us here.

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Neil Titcomb

About Neil Titcomb

Sales Director Cloud UK & I A recognised contact centre industry veteran, Neil brings over 15 of experience in the contact centre environment to Genesys. As Sales Director for Cloud UK & Ireland, Neil is responsible driving revenue through all channels for Genesys Business Edition solutions to mid market customers through our hosted offerings. Neil is passionate about creating great customer experiences and is very experienced in the software as a service model and has extensive experience designing and selling contact centre solutions across EMEA.