June 13, 2012
Burj Bank Selects
Dialogic Technology and ZRG Integration services
todays business world, there is a pressing need to reduce customer service contact center technology related
costs without compromising on reliability or quality.
the same time, the beneficiaries of the contact center, i.e your customers
and you, the service provider, are expecting more capabilities and cutting
edge innovation from the contact center technology in order to save time, get
value and be happy.
get the best of both worlds, an increasing number of organizations are
looking beyond the technology brand factor. Today, the evaluation criteria,
when choosing the contact center technology, covers areas such as the
technology maker, the acquisition and maintenance cost, the durability i.e.
expected useful life, capabilities, flexibility and prior successful
addition to this, the evaluation of the solution provider, i.e. the one that
is supposed to deliver you the end results, has also become a key factor of
choosing a solution. This evaluation of the provider covers factors such
local IT capabilities, dependencies on external resources, market position,
performance track and references.
pragmatic approach of using a contact center solution that is reliable,
durable, cost-effective and functionality-centric, and is backed by a capable
expert and experienced provider, can do wonders for your business. Investment
lasts for a long time. Custom features can be quickly added, getting new reports
and user screens becomes easy to achieve. All the answers are delivered in a
timely manner; The integration with current and future data sources becomes
straightforward and support issues are easily handled without delay.
the contact centers in the region, including Pakistan, India, Bangladesh and
the Gulf, evolve and enter into the next level of maturity, the factors such
as cost, capability and value for money are taking center stage. Companies
are going for the real gold instead of the glitter.
a related development, Burj Bank
Limited in Pakistan, recently went through a similar process of selecting
technology and solution provider for their upcoming contact center project.
The Burj Bank management chose the same pragmatic approach for evaluation and
selection of a solution for their customer services.
Bank contact center project is aimed at providing the best quality of
services to the customers in a cost-effective way. Burj Bank required an
experienced solution provider offering the best technology and associated
services. Here are some key highlights of the Burj Bank project evaluation
· Burj Bank wanted
a very cost-effective but reliable and proven contact center technology
that could provide maximum flexibility for the current and upcoming needs of
· Burj Bank invited offers from several providers and
conducted thorough evaluations of the offered technology, capabilities and
strengths and prior performance of the technology from Cisco, Genesis,
Dialogic and Avaya. The local dealers and resellers such as Access Group,
CSquare, ProNet, ZRG and Teradata were evaluated.
· Burj Bank discovered that while all of these global
providers have great products that have long list of features, bells and
whistles, however, many of the local dealers that front these solutions
lacked the locally developed and available expertise to properly utilize
these very advance capabilities and therefore, depended heavily on the remote
expertise for all answers, integrations, customizations and support.
· The factors of the one-time acquisition costs and
recurring maintenance costs each year were considered. The durability of the
solution and the customer-retaining durations of each provider were evaluated
to see the long term performance of the solution and the provider.
· Various incidents in which the customer was left
with no choice but to go through with an expensive upgrade in order to
continue using the solution were also taken into considerations.
· The experiences during last 5 years of various organizations
that used the above mentioned products were reviewed to see how easy and
quick was the process of the fulfillment of the required customization,
integration and expansion.
· Based on the scoring of the above parameters, Burj
Bank discovered that the Dialogic Technology was the most flexible, durable
and widely installed Contact Center and its long term partner, ZRG was a well
recognized and most capable IT company in the region offering fully
customized and integrated solutions and has the best reputation among its
clients. Therefore, Burj Bank selected Dialogic Technology and awarded the
project contract to ZRG.
is a globally recognized leader and a pioneer in the innovative contact
center communication and CTI technology. ZRG is well-known pioneer in ICT
solutions and has a successful and unparallel track record of successfully
delivering result-oriented and durable solutions during last 18 years.
powerful combination is reflected in the fact that today, Dialogic
Technologies, deployed by ZRG are being
successfully used by 16 leading banks within Pakistan and abroad, in
addition to many other brand name organizations such as TCS, PSO, Sanofi,
EFU, Allianz, MultiNet, PTCL and many others. We have been able to satisfy
and retain our clients for periods
spanning over 6 - 10 years without a
hope that you have found the above industry update helpful for your
reference. If you need additional information on any areas mentioned above,
feel free to contact us.