Piraeus Bank

Piraeus Direct Services (PDS) is the contact center operation of Piraeus Bank group, a multinational bank with headquarters in Athens, Greece and spreading into South-East Europe with more than 5 million customers. PDS serves the customers of Piraeus Bank Greece and Piraeus Bank Cyprus LTD on a 24×7 basis.

In February 2014, PDS (Piraeus Direct Services) deployed a state-of-the-art NLU Speech Portal solution by Omilia, aiming at increasing the efficiency of call processing in our contact centre and improve Customer Satisfaction. The solution was deployed by Omilia and integrated with our existing Genesys infrastructure (Genesys Framework v7.6 and GVP v8.1). We were particularly pleased that Omilia’s platform provides out-of-the-box support for the VoiceXML open standard, but most importantly for us, that it also supports almost all of GVP’s proprietary functionality.