In order to deliver total satisfaction to customers, banks are choosing next generation open standards-based Contact Centre technology, that provides maximum flexibility, cost-effective approach, and full integration capabilities.
According to Nazia Ambreen, Business Development Division, ZRG International (Pvt) Ltd, very recently two banks in Pakistan have taken significant steps towards providing enhanced customer services.
United Bank Ltd (UBL), being a customer-centric organisation with a large and diversified customer base, wants to give its clients a premium customer service experience. With the use of advanced features in the Contact Centre solution offered by ZRG, the customer services department, with the use of advanced features and proper documentation, is able to deal with customer queries promptly with enhanced precision and control.
In addition to benefiting through a cost-effective approach, UBL has now the freedom to expand its Contact Centre as and when it deems necessary. The solution integrates well with the existing databases and servers.
Similarly, Soneri Bank has upgraded the capacity and capabilities of its customer service Contact Centre with ZRG's proven technology. The Contact Centre by ZRG is equipped with advanced tools that include integration with core banking system and linkage with ATM controller system. Other key capabilities include rules and skills-based smart call routing, an intelligent self-service IVR, integrated CTI screen pop-ups, QA and online monitoring tools.
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