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News : HL Bank Rolls Out Next-gen Contact Centre with Amazon Connect

#contactcenterworld, @myhongleong, @awscloud

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."


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"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.

#contactcenterworld, @myhongleong, @awscloud

Posted by Veronica Silva Cusi, news correspondent
Source: https://en.prnasia.com


About Hong Leong Bank:
Company LogoHong 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.
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About Amazon Web Services:
Company LogoAmazon 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.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company Profile Page

Today's Tip of the Day - Shorten Your Recruitment Process

Read today's tip or listen to it on podcast.

Published: Monday, January 14, 2019

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2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
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.

Speed features:

*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 Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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