News : Philippine Bank Deploys Aspect Software's Unified IP Contact Center Technology
Manila, Philippines, April 6, 2015 -- BDO Unibank, Inc. (BDO) has successfully completed a major upgrade of its contact center infrastructure to further improve its customer engagement and automate its core processes for better management of customer communications.
The refitting is part of BDO’s objectives to continuously strengthen relationships with its customers.
For this endeavor, BDO has deployed technologies from Aspect Software, a US-headquartered, a provider of fully-integrated customer interaction management, workforce optimization, back-office and cloud solutions.
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"We are constantly in pursuit of not only providing our customers with the right products and services but also improving their customer experience. Having a reliable and robust contact center platform is critical to enable us to provide better service and relieve our contact center officers of manual tasks," BDO said.
BDO has plans of upgrading its contact center’s Customer Relationship Management system as well as its workforce management, eLearning and online knowledge-based tools to keep up with BDO's increasing customer base locally and abroad.
Posted by Veronica Silva Cusi, news correspondent
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About Aspect Software:
Aspect Software contact center and workforce optimization solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. Our cloud, private cloud and on-premises products are used by millions of agents every year – supporting billions of consumer interactions. Aspect provides flexible, reliable,comprehensive solutions for all areas of customer interaction and workforce management including inbound (automatic call distribution/ACD), outbound (auto dialing, predictive dialing and more options), interactive voice response/IVR, self-service through chatbots, workforce optimization (workforce management, quality management, performance management) and speech analytics. Leveraging a worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained.
About BDO Unibank, Inc.:
BDO Unibank, Inc., commonly known as Banco de Oro and BDO, is the largest bank in the Philippines. It belongs to the SM Group of Companies, one of the country's largest conglomerates owned by tycoon Henry Sy.
Published: Tuesday, April 7, 2015
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