Singapore, Jan, 2019 -- On Jan. 9, HL Bank (the 'Bank'), the Singapore branch of Hong Leong Bank Berhad ('HLB'), announced that it has implemented the Bank's next-generation contact centre services through Amazon Connect, a self-service cloud-based contact centre solution that is powered by Amazon Web Services (AWS), making it the first Bank in Asia to transform its customer support with the technology that has spurred the growth of Amazon.
Domenic Fuda, Group Managing Director and Chief Executive Officer of HLB said: "The Bank has been gaining recognition for our clear digital bank transformation strategy that has been impacting customers and employees positively and a lot of attention has been focused on providing customers greater convenience through our strategic investments into technology solutions."
"Over the past two years, we have deployed the application of AI, machine learning and automated technologies with big data to elevate the Bank's customers' experience by providing service in a more predictive and intuitive way than ever before. The integration of Amazon Connect with our current methodology will enable us to continuously raise the bar in providing excellent customer experience with a powerful competitive differentiator in the market," said Fuda.
According to Jason Wong, the Managing Director and Chief Executive of HL Bank, "We are confident that we will be able to achieve a faster and cost-efficient go-to-market readiness for customer support centre management with a 99.99% redundancy compared to building and maintaining an in-premise internal platform. This will allow us to redeploy our investment to other high-value investments for better product and service enhancements for our customers."
"Hong Leong's relationship with AWS is powered by a shared commitment to improving customer experience. Today's banking customers expect more personalisation, ease, speed, and transparency. Through the early and strategic deployment of technology in next-generation banking, HL Bank is now ahead of the curve as Amazon Connect enables the Bank to get more insight into why customers are calling, how to make calls more efficient for customers, and what new customer-service tools they need to implement. We are happy to support HL Bank in their long-term strategy of elevating their customers' experience," said Nick Walton, Managing Director, Southeast Asia, Amazon Web Services.
Posted by Veronica Silva Cusi, news correspondent
About Hong Leong Bank:
Hong Leong Bank is a bank in Malaysia. Hong Leong Bank was founded by Lam Ji Chiew and began its operations in 1905 in Kuching, Sarawak under the name of Kwong Lee Mortgage & Remittance Company.
About Amazon Web Services:
Amazon Web Services is a collection of remote computing services that together make up a cloud computing platform, offered over the Internet by Amazon.com. The most central and well-known of these services are Amazon EC2 and Amazon S3.
Published: Monday, January 14, 2019
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