Affinbank currently provides customers with access to digital channels, including email, web chat, and social media, in addition to traditional phone calls. Before the implementation of Genesys Engage, the Affinbank Call Centre relied only on voice channels. The bank has now upgraded its call centre operations with the Genesys Engage platform, a full suite of omnichannel capabilities coupled with an Interactive Voice Response (IVR) self-service tool.
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