TBC Bank Uzbekistan Deploys Genesys Engage for Customer Experience Infrastructure
TBC Bank Uzbekistan (TBC UZ), the country’s largest digital bank, announces that it has integrated Genesys, a global leader in customer experience, into its customer care operations, as the digital banking powerhouse continues to invest in its key infrastructure in the country.
Genesys Engage unites all customer communications channels within a single platform, enabling TBC UZ to streamline operations and deliver the best possible customer experience at every touchpoint. By creating more seamless interactions, this increases customer happiness and loyalty, while also improving operational performance and reducing costs. The integration of Genesys Engage is a key step in ensuring the continued excellence of the bank’s customer service operations, which have seen a 3-fold increase in demand over the past six months as it continues to expand its product offering and grow its customer base. It will dramatically increase customer service capacity, enabling TBC UZ to continue to provide a seamless customer experience. TBC UZ will leverage the platform’s powerful quality assurance and workforce management tools to ensure that its best-in-class customer experience is maintained as it continues to scale rapidly and launch new products. Since late 2024, TBC UZ has brought several key new products to market, including flagship daily banking product Salom Card, Osmon Credit Card, as well as TBC Business, which provides fully-digital banking and lending services for Uzbekistan’s SMEs.
The digital bank hosts Genesys Engage on its own servers on premises, providing total infrastructural control and ensuring the highest levels of customer data security.
Nika Kurdiani, CEO of TBC Uzbekistan, commented: “We continue to invest in our key infrastructure in Uzbekistan, which drives our ability to execute our mission of making people’s lives easier. A best-in-class customer experience is crucial to achieving this goal, and we are determined to provide our customers with both a high-quality product and a seamless, hassle-free service. Adopting Genesys Engage underscores our commitment to this strategy and represents another key milestone as we seek to set a new benchmark for digital banking in Uzbekistan”.
TBC UZ is part of TBC Uzbekistan, a leading digital financial ecosystem in Central Asia, which also includes Payme, a digital payments app for individuals and small businesses; and Payme Nasiya (Payme Instalments), an instalment credit business. TBC Uzbekistan is part of London-listed TBC Bank Group PLC.
TBC Uzbekistan is also set to launch its proprietary AI-enabled Virtual Assistant later this year, having earlier rolled out AI agents for sales and early-stage loan repayment reminders. The digital banking ecosystem’s AI strategy, which has governed the development of its speech tech stack and Uzbek language LLMs, will play a crucial role in revolutionizing the day-to-day banking experience for millions of customers across its ecosystem.
