Dialog Enterprise implements Digitalised Contact Centre for Union Bank
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 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.
“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 personalised 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.
“We are pleased to present this latest communication interface for Union Bank,” said 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 emphasises the commitment of both parties to driving innovation and improving customer service in the financial sector.
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