News : Hatton National Bank (HNB) Partners with SimpleWorks to Launch New Contact Centre Automation Solution
Colombo, Sri Lanka, May 17, 2018 -- HNB launched its fully integrated omnichannel contact centre – HNB Connect - last March with an initial dedicated team of 80 Customer Engagement Associates trained specifically to offer speedy and effective resolutions to any customer inquiry forwarded through its dedicated telephone hotline, as well as via Facebook, Twitter, Instagram, and HNB web-chat.
SimpleCRM solution is integrated with the bank's IT ecosystem that includes core banking, ATM switch, SMS/Emails, Debit & Credit Card Systems, Avaya, etc. The solution will help HNB further refine its customer service experience across multiple channels, including inbound/outbound calls, social media, emails as well as through Artificial Intelligence (AI) enabled Chatbots. SimpleCRM will be powered with technically advanced components such skills-based smart call routing to ensure that customers speak to the right agent and ensure better First Time Resolution (FTRs). The solution also comes equipped with advanced SLA & Rules-Based Routing Engine along with powerful data analytics for better visibility and control.
Sponsor message - content continues below this message
Employee Engagement Awards NOW OPEN!
Enter your center,and compete for this prestigious award to attract new staff and show investors and customers you are #1 in your nation!!
Content continues ….
"HNB zeroed in on SimpleWork's Contact Centre Solution after having assessed their proven speed of delivery, commitment, and advanced tech capabilities. We found SimpleWorks to be the best fit for us in terms of the comprehensive nature of the SimpleCRM product line they offer, local reference-able customers and a highly experienced & responsive team, all of which will go a long way towards supporting HNB's own mission to further consolidate its position as being Sri Lanka's most customer-friendly bank," HNB Head of Customer Experience, Vindhya Wijegunawardane explained.
"We are very excited to partner with HNB and are confident that this new relationship will enable the bank to further refine its contact centre solution by providing customers with advice and solutions at their fingertips, thereby setting a new benchmark for customer service in the Sri Lankan banking industry," SimpleWorks Director, Indraneel Fuke noted.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Learn Through Bad Experience
About Hatton National Bank (HNB):
Hatton National Bank is a premier private sector commercial bank in Sri Lanka, operating across 249 branches island-wide. The bank has been internationally recognized as Bank of the Year 2017 by the prestigious British financial magazine The Banker, in recognition of its performance as the most profitable banking group and for introducing unprecedented innovations to the domestic banking industry.
Published: Friday, May 18, 2018
|Bright Pattern Inc|
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers n...
Genesys® 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...
Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a business services company. We focus on customer engagement and improving business outcomes for over 450 global clients acr...
Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. The...