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Soneri Bank Upgrades Latest
Contact Center Technology by ZRG
Karachi - Soneri Bank, one of the fast-growing banks in Pakistan has recently expanded its Contact Center operations in the newly build state-of-the-art contact center premises along with its core banking system and services with the help of contact center solution by ZRG, nation’s most preferred CTI and Call Center technology provider.
Soneri Bank offers a wide array of financial service through a network of 72 branches spread all over the country. The Bank has been supporting its banking products and services with the help of self-service Phone Banking IVR technology by ZRG since year 1995.
The Bank recognized that any business in Pakistan that is seeking to establish a foothold or increase its share in the marketplace, innovation and distinction are the key factors. To handle a rapidly growing customer base and to support an entire range of competitive products and services, Soneri Bank decided to expand the capacity and capabilities of its Phone Banking setup.
As the management and users of Soneri Bank were completely satisfied with the previous performance and service quality of ZRG as a knowledgeable technology partner, the Bank decided to award the contact center expansion contract to ZRG. At the same time, Soneri Bank also selected the latest Call Review and Scoring or CRS software for the contact center quality assurance department.
The Contact Center upgrade includes capacity expansion to cater more customers simultaneously and functionality expansion to provide additional value added services to the clients. The system will be integrated with multiple backend data sources that will bring together customer information from different backend hosts and present full view of customer in a single screen. The CRS software by ZRG will allow the bank to monitor and evaluate contact center agents’ performance. This auto-evaluation will result in substantial improvement of agent’s performance and productivity with greater output for the bank.
During the signing session, Mr. Safar Ali K. Lakhani, President of Soneri Bank stated, “Enhancement of Call Centre supports our expansion plan and plays a pivotal role in growth of our business. The bank is committed to invest in re-engineering, enhancement, technology infrastructure and capacity building for providing the best quality of service to our customers”
Talking to the media representatives, Mr. Qamar Wahab, SEVP & Chief Financial Officer, Soneri Bank, said “Round-the-clock banking is interesting to meet the challenges of future re-shaping of banking business. Phone banking has become so common and popular for our customers to communicate and keep contact with the bank 24 hours a day to transact and resolve the matters. Pay back and Return on Investment is quick, justified and ZRG International made it possible”
Afterwards, Mr. Ayub Butt, CEO of ZRG International stated “In Pakistan’s competitive business setup, the customer has become the decision maker in choosing a service provider. There are already signs that customers have become increasingly conscious about the access and quality of service they receive once they become a customer of any organization”. He said “At ZRG International we believe in increasing customer value through open standards based solutions that are scalable, robust, and flexible. The days of proprietary and closed architecture based technology are history because the traditional technology had too many limitations and offered only partial functionality. The mix-and-match component based solution involving multiple vendors create more problems for a business than solving issues.”
With the advancement in computing and telecommunications, the technology has become a vital component in the daily business operations of every modern customer-centric organization. As a result, companies have begun to rethink what, where and how they serve an increasingly informed and demanding customer base and have started deploying advanced technologies such as latest contact center solution by ZRG. Contact center solution based on Open Standards technology allows maximum integration, customization and scalability to the customers. An increasing number of businesses have realized the value that is available with the Open standards based technology. Such types of solutions are being used by majority of the contact centers in the country with great success and satisfaction.
About Soneri Bank (wwww.soneribank.com)
Soneri Bank started its operations in 1992 and the bank now operates with 72 Branches spread all over Pakistan including the Northern Areas of the country. Expansion of branches is based on a policy of maintaining a balance between the urban and rural areas with a view to offer services even in the remote areas of Pakistan. Pleasant and sophisticated atmosphere has been provided in the branches which are all fully air-conditioned, online and computerized. The essence of Soneri’s business philosophy is to cater the banking requirements of small & medium sized entrepreneurs, providing them qualitative & competitive services with emphasis on encouraging exports. Nearly forty percent of Soneri’s credit portfolio is related to export financing and credit decisions are taken within 48 hours
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Karachi – UBL, one of the most dynamic among the large banks of the country, has signed an agreement with ZRG for the installation of state-of-the-art contact center technology solution by ZRG. The project is aimed at providing high quality services to the UBL customers as well as enhancing the capabilities of the contact center so that the Bank could launch and support a wide range of innovative services and capabilities for the customers.
UBL, being a customer-centric organization, wants to give its clients a premium customer service experience. The idea is to offer a wide range of innovative services and capabilities for the customers and incorporate advanced documentation, quality assurance and quality control features.
To get the most reliable solution, UBL conducted a market research and analysis and used a qualification matrix that included criteria such as the number of installations, cost-effectiveness, and ease of integration and the previous track record of the solution providers. UBL specified its preference of having a one-window solution that enables the technology provider to take the full responsibility of delivering success and results.
Upon review and analysis, UBL learnt that ZRG Contact Center Solution is based on internationally-accepted open industry standards technology and is widely installed throughout the banking sector. Due to these plus points the contract for setting up the contact center for UBL was thus awarded to ZRG.
Speaking on the occasion, Mr. Baqar Muzaffar, CIO, UBL said “UBL decided to equip its contact center with flexible and scalable technology that can support the various world class services it plans to introduce. The integration with the core banking system and other databases will be much faster. By having an integrated end-to-end solution, the Bank will be able to get holistic view of call center activities and staff performance as well as have complete documentation available for review and reporting”
Commenting on the occasion, Mr. Ayub Butt, CEO, ZRG International said that “Customer satisfaction can be increased by providing prompt services and by giving personalized attention to the customer. This can be done by making integrated customer related information easily accessible for the customer service department. By using the latest flexible call handling tools, a company can ensure high quality and personalized services. ZRG is playing an important role in enhancing customer service standards by offering highly flexible next generation contact center tools to enable companies to take customer services to the next level.”
About United Bank Limited - UBL (www.ubl.com.pk):
UBL has assets of over Rs. 300 billion and a solid track record of forty six years - in addition to the convenience of over 1000 branches serving you throughout the country and also at several overseas locations. UBL was established on November 7, 1959.The chairman of UBL is His Highness Shaikh Nahayan Mabarak Al Nahayan and Deputy Chairman is Sir Mohammed Anwar Pervez
OBE.
UBL is working in Paktistan under the leadership of Mr. Atif R. Bokhari, President & CEO. The bank has 1056 Domestic, 15 Overseas Branches and has Representative Offices in Tehran.
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