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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.
"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
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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
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