C A S E
S T U D Y
C A S E
S T U D Y
Driving measurable impact and cultural change
The impact of Riverty’ s modernisation is evident. The company resolved 220 issues across multiple markets in multiple languages, without a single service disruption. It streamlined routing, addressed capacity problems and reduced operational complexity. Additionally, Riverty addressed multilingual support challenges to help ensure accurate AI-driven responses across operations in under three months.
From day one, smarter flows and automation drove a 20 % improvement to the contact deflection rate, while 100 % of frontline staff completed training with glowing feedback. Response times decreased significantly, and handling time was reduced, translating into substantial annual recurring savings on this business line.
capabilities also supported quality assurance and faster feedback loops, while Copilot Studio helped Riverty to customise, extend and manage AI capabilities to meet its unique business needs.
To further streamline operations, Riverty tied in Microsoft Power Platform, using Power Automate to orchestrate workflows across systems and reduce manual effort. On the analytics side, Power BI delivers dashboards that track KPIs like average handle time and first-contact resolution, providing leaders with visibility into performance trends.
“ In just 68 days, we delivered a modern, AI-ready contact centre at scale. Dynamics 365 provided a stable foundation to execute confidently across multiple countries without disrupting operations,” said Reis.
A seamless migration, from planning to execution
The implementation process was carefully planned to balance speed with stability. With the new solution running on Azure, Riverty validated the platform through a soft go-live in the Netherlands before moving to full go-live at scale, ensuring stability without slowing time to value.
Additional offerings such as Azure Service Fabric and Azure Communication Services delivered reliability and effortless voice integration, supporting Riverty’ s rapid rollout to hundreds of representatives.
“ We started with one country for validation and supervisor training before moving to full go-live, so we could apply learnings immediately at scale,” said Gurba.
This collaboration included training programmes to help Riverty’ s teams adapt to new tools and workflows. Adoption was engineered from the start – supervisors were trained ahead of rollout, key users were involved early and live performance metrics were monitored daily to ensure rapid adjustment.
Today, 450 users manage 150,000-plus interactions each month across three channels – chat, voice and email – supported by a modern platform ready to scale and learn.
Beyond the metrics, the transformation has had an impact on Riverty’ s culture. Teams are empowered to experiment and innovate, using cloud-native tools to develop new services and features. This shift has accelerated the company’ s ability to respond to customer needs and market trends, reinforcing its position as a trusted partner in the digital economy. As a result, Riverty delivers the same reassuringly boring comfort to clients and customers that it always has.
A framework for the future of finance
Riverty’ s journey highlights the critical role of cloud and AI in driving Digital Transformation in financial services. With help from Microsoft and Reply, Riverty addressed its immediate challenges and built a foundation for long-term success.
The new platform provides a scalable foundation for further automation expansion, AI-driven quality oversight and crossbusiness harmonisation. Through a strategic approach to cloud and AI, Riverty has established a scalable, AI-enabled service foundation – now serving as the basis for further consolidation across business lines.
Looking ahead, the company plans to explore Agentic AI to enhance customer engagement, along with predictive analytics to anticipate market shifts. Riverty is now evaluating all its contact centre systems, including case management and telephony, for replacement by the new architecture. These innovations will build on the strong foundation established, ensuring that Riverty remains at the forefront of financial services transformation.
“ We’ ve proven we can set up new solutions quickly, and it’ s not overcomplicated. We’ ll soon roll out standardised templates across businesses and use Agentic AI features like content agent and evaluation agents – there’ s no limit to where we go from here. Riverty will continue to be reassuringly boring, while relentlessly innovating,” said Reis. �
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