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
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
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring