| This latest achievement by ZRG is a significant effort towards earning much-needed foreign exchange for Pakistan through software export. According to Pakistan Software Export Board, Pakistan IT solution and service providers earned US$ 169 million against the target of US$ 160 million during the year 2007-2008. The software earnings for the year 2006-2007 were US$ 116 million against the target of US$ 108 million.
Bank of Khartoum, formed in 1913, launched its Retail business in 2006 and known for introducing innovative products for Retail customers and is the market leader with the unmatched product menu. BOK plans to launch a wide range of products including loans and cards.
The BOK Contact center project is aimed at improving service quality, providing 24/7 information, delivering personalized services, quickly bringing out new and innovative products and offering a one-window facility to the clients for all relationship management.
ZRG, having solutions installed and working at major banking contact centers in the country, offered a flexible and modular Financial Contact Center platform with features including a multi-lingual (English and Arabic) self-service Interactive Voice Response, on-screen Soft Phone and CRM suite with contact management applications for Live Agent desktop, CTI for smart routing and call handling, Integration with ATM switch and Banking data host, SMS Alert module and a suite of quality assurance and control tools such as digital voice recorder, supervision and monitoring applications and an integrated MIS reporting package.
The management of BOK carried out detailed analysis of several solutions from the international market in accordance to the guidelines and standards set by DIB for global technology acquisitions. ZRG was invited to give a live presentation in front of BOK management in Khartoum. ZRG team provided answers to all the questions and addressed the concerns of the bank with in-depth explanation. As a result, BOK management expressed complete satisfaction and comfort level with ZRG’s experience and solution and awarded the project to ZRG.
BOK expects several strategic benefits coming out of the contact center initiative including increased customer retention and loyalty, competitive edge over other banks, increased ability to capture new markets and customers and faster launches of new products and services.
Speaking at the signing session Mr. Kashif Naeem, Head of Private Banking Sale & QA, BOK said “Bank of Khartoum is known for introducing innovative products for Retail customers and is the market leader with the unmatched product menu. Though we have a PABX based call centre for the past 2 years but with the increased product menu and increased customer base, it became absolutely vital for the bank to invest in a 24/7 IVR-enabled Contact Centre solution. We are always looking at ways to provide the best service to our valued customers and by having 24/7 IVR Call Centre solution, we will be able to provide high quality and accurate customer services. First of its kind in the Sudan, this 24/7 call centre will be offering multiple channels through which our customers and prospects can reach us more easily and at anytime they want. The cutting edge technology of ZRG will help us achieve our customer’s satisfaction and retention goals as well as give us more customer base.”
Mr. Ayub Butt, CEO, ZRG International said “We are extremely pleased to become a strategic technology partner for such a prestigious and forward looking financial institute. We believe that BOK has taken the right approach of going with open standards based flexible and scalable technology. We are providing the contact center technology foundation that will help the bank offer products to the market faster, as well as encourage new possibilities and inspire new services.
By working in close coordination with the client, our team has put together the most advanced features required in a modern contact center solution. Already proven and widely installed in the Banking industry, our contact center solution is designed to deliver leading edge performance and to help our clients to innovate upon. We are confident that BOK contact center will redefine the customer service standards in the region and will be a role model for the rest of the industry to follow “
ABOUT BANK OF KHARTOUM
Bank of Khartoum (BOK), owned by Dubai Islamic bank (DIB) is the largest bank in Sudan with 17 branches in the capital and 33 branches nationwide providing Commercial and Retail banking. BOK vision is to become the leading, full service, commercial and retail banking in Sudan, providing top quality products and services. Bank of Khartoum launched products like Savings Plus, ATM, Auto Finance (up to 6 years, the 1st and only bank to offer such tenors) and Home Finance (up to 15 years, the only and 1st bank to offer such tenors). BOK plans to launch a wide range of products including personal, auto and home loans, installment packages for consumer items as well as VISA Debit card and Credit cards.Bank of Khartoum is committed to ongoing developments and improvements in every aspect of its business in order to ensure the highest levels of customer satisfaction. By improving product offering, service delivery, systems and by paying constant attention to staff training and development, Bank of Khartoum will extend its customer base and thereby maximize asset and shareholder value. Thus Bank of Khartoum will contribute proactively to the development of Sudan's economic and social welfare. For more information, please visit http://www.bok-sd.com
ABOUT ZRG INTERNATIONAL
ZRG International (Pvt) Limited is a leading Telecom solutions providing company with a strong focus on Customer Interaction and Contact Management Systems. ZRG’s business objective is to help clients achieve their customer acquisition, service, development, and profit and retention goals. ZRG assists its customers in meeting the expectations of their own customers and in maximizing the return on investment in technology. The company’s commitment to clients is to maintain the highest standards of quality solutions, consulting services and knowledge transfer with an uncompromising concern for their success and bottom line. ZRG is operating in Pakistan since 1994 in a highly focused and committed manner. ZRG holds the largest share in the call center market in Pakistan, ZRG solutions are deployed in 40+ mission critical Contact Centers including majority of Banks, handling millions of calls each day in addition to self-service applications using latest technology that is more flexible than any other solution in the Market. ZRG has helped leading brand name companies in telecom, financial services, courier, shipping and insurance sectors to achieve their customer services and retention goals. ZRG is the first company in Pakistan that started exporting advanced contact center solutions and CTI systems to the international market. For more information about ZRG, visit http://www.zrg.com |
