Customer Service to New Heights with Digitalized Contact Centre for Union Bank – in Partnership with Dialog Enterprise
Marking a significant milestone in the advancement of digital customer service in the banking sector, Dialog Enterprise, the corporate ICT solutions arm of Dialog Axiata PLC., announces the implementation of a state-of-the-art, cloud-based contact centre solution for Union Bank of Colombo PLC. The cloud-hosted platform offers a unified communication solution that integrates voice, video, unified messaging, VoIP, and automated call flows, reinstating the existing outmoded contact centre system at Union Bank.
Union Bank as part of its digital transformation agenda continues to leverage technology for growth and the upgrade of its existing contact centre infrastructure to a more advanced, scalable, and compliant solution is yet another step towards enhancing customer experience. With the new cloud-based system, the bank aims to improve customer engagement and streamline operations, while adhering to central bank regulations and compliance requirements.
“We are excited to collaborate with Dialog Enterprise to elevate our customer service capabilities,” stated Malinda Perera, Vice President – Head of Cards, Asset Products, Service Quality & Contact Centre of Union Bank. “Our decision to move to a cloud-based contact centre was driven by our commitment to enhance customer engagement and operational efficiency. The new system will allow us to offer more personalized service through various channels, including voice, chat, and social media, ensuring that we can meet our customers’ needs wherever they are. Additionally, the platform’s robust security features will help us comply with regulatory standards, protecting our customers’ data and maintaining their trust,” he explained further.
The new cloud-hosted contact centre will enable Union Bank to achieve greater scalability, reduce operational costs, and increase flexibility for its workforce. With features such as integrated CRM, real-time wallboards, reporting tools, and mobile applications, the solution ensures that agents can provide exceptional customer service from any location, whether working remotely or from the office.
“We are thrilled to present this latest communication interface for Union Bank,” exclaimed Navin Pieris, Group Chief Officer of Dialog Enterprise. “As pioneers in bringing the latest technology to the country, our goal is to provide local enterprises with access to world-class digital solutions at affordable prices. The cloud-based contact centre we are implementing for Union Bank will enhance their operational efficiency while also significantly improving the customer experience through a more responsive, multi-channel communication platform,” he pointed out.
The strategic partnership between Dialog Enterprise and Union Bank emphasizes the commitment of both parties to driving innovation and improving customer service in the financial sector. By leveraging the latest technologies and best practices, the new contact centre solution is set to redefine customer interaction, ensuring that Union Bank remains at the forefront of digital transformation in banking.
PHOTO CAPTION
• Tharindu Lokupothagama – Manager Contact Centre, Union Bank
• Indrajith Hapuarachchie – Vice President – Deputy Chief Information Officer, Union Bank
• Malinda Perera – Vice President Head of Cards, Asset Products, SQM & Contact Centre, Union Bank
• Nisala Kodippili – Chief Information Officer, Union Bank
• Chaya Jayawardane – Senior Vice President, Retail Banking, Union Bank
• Navin Pieris – Group Chief Officer – Dialog Enterprise
• Roshan Silva – Assistant Vice President – Sales – Large Enterprise, Government & Emerging Enterprise Products, Dialog Enterprise
• Omesh Devendra – Sector Manager – Large Enterprise
• Gwendaline Anthony – Account Manager – Large Enterprise, Dialog Enterprise
• Hansani Willarachchi – Senior Tech Lead – Converged Connectivity, Dialog Enterprise
Discussion about this post