Genesys deepens PH digital bank’s capability

Global leader for AI-assisted platform Genesys is gearing up for a year of expansion and strategic collaborations in 2024. This push for growth revolves around leveraging its leading AI-powered experience orchestration platform, Genesys Cloud, to deliver personalized customer experiences.

“There’s a lot more in store for the coming year as we push for growth by leveraging the AI-powered experience orchestration capabilities of Genesys Cloud and its transformative ability to create the best personalized experiences for deeper, more meaningful relationships that drive loyalty and business outcomes. Now that we are in an era aided by AI and digital services and platforms, technological advancement remains constant and is fueled by innovation,” said Genesys regional sales director for Southeast Asia Kelvin Tan.

One key partnership driving Genesys’ growth is with Tonik Digital Bank, the Philippines’ first licensed neobank. This collaboration is set to deepen with Tonik adopting a fully omnichannel approach to customer service, providing seamless experiences across chat, voice, social media, and more.

Tonik, a transformative digital bank, was the first neobank to secure a digital bank license from the Bangko Sentral ng Pilipinas (BSP). It is one of Genesys’ major business partners in the Philippines.

“By embracing omnichannel capabilities, we aim to meet our customers where they are, ensuring they have the flexibility to engage with us through their preferred channels. We are committed to providing Filipinos with an even more inclusive banking experience and assist in their continued digital transformation in the coming year,” said Tonik head of contact center Mike Guillido.

Tonik intends to further leverage Genesys’ innovative technology in 2024 to enhance contact center operations. This includes implementing advanced features to optimize the efficiency of AI-powered bot, ensuring the continuity of managing routine inquiries seamlessly while maintaining a human touch where needed. The synergy between Tonik and Genesys provides a customer-centric approach that combines the strengths of automation and personalized support.

Tan said Genesys is raring to play a pivotal role in Tonik’s journey, contributing to orchestrating meaningful people-centric experiences for Tonik’s stakeholders and customers.

“In the Philippines, we were persistent in assisting old and new partners to make sure their businesses can adapt to market disruptions and new consumer demands. The best example is our partnership with Tonik, the pioneer neobank in the country,” Tan said.

“Our dedication is aimed at not only assisting Tonik in delivering exceptional services but also in cultivating enduring relationships with their customers. Together, we strive to provide strategic business outcomes that go beyond the ordinary, making great impacts in the dynamic banking and financial landscape locally,” he said.

Not only is the team doing a tremendous job of supporting partners globally, the Genesys Partner Hub team ran a donation drive in year-end 2023 to support the children at Tahanan ng Pagmamahal Children’s Home Inc., a non-government organization (NGO) that provides care and shelter for abandoned, neglected, foundling, and surrendered children in need of special protection (CNSP).

The team donated non-perishable food items and treated the kids to a mini concert to celebrate the season.

As part of its Global Partner Experience program in mid-February 2023, Genesys established a center of excellence in Manila with a dedicated team to support partners and orchestrate the software as a service (SaaS) Partner ecosystem of the future.

Locally, Genesys seeks to continue serving the banking, financial services and insurance (BFSI), telcos, BPOs, and e-commerce industries. It has met great success in airlines, and aims to focus to encourage the public sectors and healthcare to partner with Genesys.

“Our services include a series of cutting-edge products that suit the needs of organizations today,” Tan said, revealing plans to explore more cloud technology enhancements and partnerships as it aims for more organizations in today’s dynamic landscapes.

“We want to realize the impact of robust customer experience and contact center capabilities, as well as innovative digital, AI, and machine learning applications to enhance their EX and CX capabilities. Our vision is to drive Experience as a Service to help organizations scale empathetic experiences. And our portfolio of Genesys Cloud capabilities will enable organizations to accomplish this vision through experience orchestration,” he said.

Tonik has the foresight to include Genesys in its journey to creating a digital foothold in the Philippines. It is also present in India and Singapore.

Guillido said the bank is pushing towards AI integration for a suite of offerings and have developed existing services and operations with it, to ensure smooth, convenient and personalized experiences.

Genesys Cloud assisted Tonik to implement conversational AI that has enhanced its customer support initiatives to provide faster responses and reduce customer’s effort and wait time, relating to better and more convenient transaction experience.

“This partnership is a testament to our commitment towards bringing Filipinos only the best and most advanced banking experiences. Genesys and Tonik are aligned in terms of customer centricity and providing empathetic experience across all customer touchpoints, this is why our collaboration enabled us to deliver exceptional customer, employee experience, and drive efficiencies among our internal teams. We are committed to continuously raising the bar in digital banking experiences, and our collaboration with Genesys is a key enabler in achieving this vision. Together, we look forward to delivering even greater convenience, efficiency, and satisfaction to our valued customers in the Philippines,” Guillido said.

Genesys, a global leader in AI-powered experience orchestration, empowers over 7,500 organizations in more than 100 countries including in North America, Latin America, Europe, the Middle East and Africa and Asia Pacific to build deeper customer loyalty and achieve significant business outcomes.

Leveraging their 30-year heritage in contact center expertise, Genesys has transformed into a leading cloud company through Genesys Cloud, the #1 AI-powered experience orchestration platform.

Recognized as a market leader by Gartner, Forrester, Frost & Sullivan, Omdia and IDC, Genesys accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time while driving stronger workforce engagement, efficiency, and operational improvements through the Genesys Cloud.

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