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News : Dialog and KBSL Partner to Upgrade NDB Contact Centre


Colombo, Sri Lanka, May 18, 2021 -- Dialog Enterprise and Dialog Finance have come together with KBSL Information Technologies to upgrade the contact centre of one of Sri Lanka’s banks – NDB Bank (National Development Bank PLC). The collaboration brings together Dialog’s expertise in business telephony and financial solutions, along with KBSL’s systems integration capabilities to optimise NDB’s current operational practices.

NDB and KBSL have had a longstanding partnership for over seven years, and are now focusing on elevating their unified communication and contact centre platform. The solution is front ended by Dialog Enterprise Solutions (DES) and Dialog Finance to enable the enhancement of NDB’s existing capabilities and improve the business/operational expansions. The platform upgrade solution delivered by KBSL is powered by Avaya technology that consists of inbound and outbound capabilities along with reporting and compliance recording, advanced routing strategies and self-service automations.

Dialog Axiata PLC Vice President of Enterprise Business and Large Enterprise Sales Navin Pieris said, "In today’s challenging environment, it is important that we help enable businesses to provide their best service delivery to customers. For this project, we understood that in the current climate with the pandemic, businesses would rather utilise an OPEX or service-oriented XaaS (Anything as a Service) model rather than a one-off CAPEX, so we stepped in along with KBSL to ensure the transformation of NDB’s contact centre is as efficient and seamless as possible." The new solution offered to NDB not only strengthens their automation journey, it also creates an open architecture to integrate business processes to enhance customer experience. Some of the technological enhancements include, IVR automation, outbound automations, and multichannel enablement which support an open architecture system to facilitate the bank’s future requirements as well.

"It has been our absolute pleasure to partner with Dialog to bring these technical solutions to NDB. We know the importance of being future-proof and are honoured to aid NDB in their journey to serve customers at the highest possible standard," said KBSL Chief Operations Officer Ruwan Fernando.


Posted by Veronica Silva Cusi, news correspondent

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2024 Buyers Guide SaaS Solutions


CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
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