Overview
Kuwait Credit Bank (KCB), established in 1965, is a prominent financial institution operating under the supervision of the Kuwait Public Authority of Housing Welfare since 2007, with a capital of 3000 million Kuwaiti Dinars.
KCB allows citizens to benefit from various services, including obtaining social loans for marriage, special needs, widowhood, and divorce. Additionally, citizens can secure loans for building government or private parcels, as well as real estate loans for purchasing houses or apartments and for building joint parcels. Furthermore, KCB offers real estate loans aimed at expanding and restoring both government and private homes.
The bank has partnered with Viacomms to embark on a strategic migration from Genesys legacy system to Genesys Cloud, enhancing its customer service operations. This transition has enabled KCB to improve call handling, streamline workflows, and provide faster, more personalized customer service.
The Challenge
KCB recognized the need to enhance the customer experience by modernizing its contact center and self-service capabilities while maintaining compliance with data security. A growing customer base expects seamless, personalized, secure, and efficient services.
- Legacy System Limitations – The on-premise system lacked scalability and AI analytics, making it difficult to adapt to growing needs.
- End of life —The existing system was EoL, exposed to security vulnerabilities without updates or product support.
- Self-Service – The bank needed a more robust and flexible solution to offer self-service options.
The Solution
Partnering with Viacomms, a trusted digital transformation and customer experience specialist, KCB migrated its on-premises contact center services to Genesys Cloud, an AI-powered contact center platform, to revolutionize its customer interactions. The solution included:
- Arabic-Language IVR: A sophisticated, voice-enabled self-service IVR system that responds to customers in Arabic, allowing them to check account balances, due payments, installment schedules, and resolve common inquiries (application status and required actions) without agent assistance.
- Intelligent Routing: Seamless integration of voice, skill-set predefined queues, and call-back offering, ensuring customers are served without repeating information or waiting for a long time.
- AI-Powered Analytics: Real-time insights into customer behavior and sentiment, enabling KCB to proactively address issues and optimize service.
- Agent Empowerment: Genesys’ AI tools provided agents with contextual customer data, improving response accuracy and reducing handling times.
- Certified desk phone deployment: To ensure high-quality audio, call stability, and agents’ comfort while serving customers.
The Results
Viacomms played a pivotal role in ensuring a smooth deployment and migration, including system integration and agent training. Our expertise in Arabic-language CX solutions and Genesys implementations made us the ideal partner for KCB’s digital transformation. With Genesys and Viacomms’ expertise, KCB achieved remarkable improvements:
- 40% Reduction in Call Handling Time – Customers quickly resolved issues via the intuitive IVR or faster agent assistance.
- 30% Increase in Self-Service Adoption – Arabic-speaking customers embraced the IVR for routine transactions.
- Higher Customer Satisfaction (CSAT) – Personalized, efficient interactions led to improved satisfaction and loyalty.
- Operational Efficiency – Automated workflows reduced agent workload, allowing them to focus on complex queries.
Looking Ahead
Through collaboration with Viacomms and the adoption of Genesys Cloud, KCB has successfully transformed its outdated contact center into a modern, efficient, and compliant operation. This partnership shows that technology can drive significant change and achieve exceptional results. KCB is eager to fully embrace the omnichannel AI capabilities provided by Genesys, including:
- Messaging & Omnichannel Support – Expanding communication channels for real-time engagement.
- AI-Powered Chatbots – Automating routine queries to streamline interactions.
- Proactive Engagement Tools – Preventing application flow delays or no-response/late/response from customers.
By leveraging Genesys Cloud CX and partnering with Viacomms, Kuwait Credit Bank has successfully transformed its customer experience, setting a new benchmark for financial cloud services in Kuwait. This demonstrates that the right technology, paired with the right partner, drives real success.
Let’s Transform Your Customer Service!
Are you ready to elevate your customers’ experience? Contact Viacomms, a leading Genesys partner in Kuwait, to discover how we can help you transform your business.
