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News : Chinabank Elevates Customer Experience to the Cloud

#contactcenterworld, @Genesys

Manila, Philippines, Jan 29, 2024 - As part of its ongoing digital transformation to deliver exceptional customer service and experience, Chinabank modernized its Customer Contact Center (CCC) solution with Genesys Cloud, a suite of cloud services for enterprise-grade communications, collaboration, and contact center management. It is expected to boost Chinabank’s customer support capabilities, creating opportunities to better serve and deepen relationships with its customers.

"Chinabank’s customer base is continuously growing at a fast pace. Consumer Banking Segment championed this project to ensure that we are equipped to consistently meet high service standards. This technology can enable us to intelligently manage our operations and productivity for the Contact Center, Collections, and Outbound Telesales unit," Consumer Banking Segment Head Aloysius Alday Jr. said.

The migration from Chinabank’s on-premise contact center system to the cloud-based platform was completed successfully with no service interruption. The new system went live on January 17, 2024.

"We are committed to providing the attention and support our customers deserve, engaging them with empathy and a sense of urgency in responding to their inquiries and concerns. To handle the growing call volume and ensure consistently high level of customer support, we need a robust, scalable solution with flexible and agile methods that can be deployed quickly and updated without downtime," CCC Head Cristina Perez said.

The first phase of the implementation focused on Cloud IVR (Interactive Voice Response) integration and automatic outbound campaign tools to improve the speed and precision of processing and routing a large volume of inbound and outbound calls. This provides flexibility in the call routing scheme to suit business strategy, as well as enhances efficiency and customer engagement because every time customers call the Chinabank Hotline, they get in contact with the appropriate resource fast.

"With its exceptional resilience and near-zero downtime, Genesys Cloud provides Chinabank with unparalleled reliability and operational continuity," Chief Technology Officer Francis Andre De Los Santos said.

#contactcenterworld, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.chinabank.ph


About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
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Today's Tip of the Day - Make Self Service A Breeze

Read today's tip or listen to it on podcast.

Published: Tuesday, January 30, 2024

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2024 Buyers Guide Consultancies

 
1.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

2.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

3.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

4.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)

5.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
 

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