BDO Unibank, Inc. (BDO), one of the Philippines’ leading banks, has successfully completed a major upgrade of its contact center infrastructure to further improve its customer engagement and automate its core processes for better management of customer communications.
The refitting is part of BDO’s objectives to continuously strengthen relationships with its customers.
For this endeavor, BDO has deployed technologies from Aspect Software, a US-headquartered, provider of fully-integrated customer interaction management, workforce optimization, back-office and cloud solutions.
“We are constantly in pursuit of not only providing our customers with the right products and services but also improving their customer experience. Having a reliable and robust contact center platform is critical to enable us to provide better service and relieve our contact center officers of manual tasks,” BDO said.
Benefits from using Aspect’s Unified IP contact center technology include BDO’s contact center’s increased service and productivity levels due to the solution’s multi-site call distribution and agent screen-pop features as well as shorter handling times for customer feedback tasks with the use of a predictive dialer.
The system also has stronger reporting tools as it is equipped with an efficient call evaluation scoring and voice recording capability, with added search parameters.
BDO has plans of upgrading its contact center’s Customer Relationship Management system as well as its workforce management, eLearning and online knowledge-based tools to keep up with BDO’s increasing customer base locally and abroad.
“We are thrilled to equip BDO with an integrated, single solution to optimize all their resources. BDO has realized the benefits of the system we have implemented and we are confident that they will be able to gain more value from the streamlining of their Inbound and Backroom Units as their back-office teams increase in size,” said Richard Loberas, Director – Strategic Accounts, APAC, Aspect Software.
