Manila, Philippines, April 17, 2018 -- In line with its digital transformation, Union Bank of the Philippines (UnionBank) has enhanced its customer service infrastructure, to further improve interaction between the bank and its clients and, at the same time, boost customer service agent performance.
In partnership with Trends & Technologies, Inc. (Trends), an integration of applications systems and services in the Philippines, UnionBank successfully deployed an Omni-channel Contact Center, Self Service and Workforce Management Solutions from Aspect Software, a global provider of fully-integrated consumer engagement, workforce optimization and self-service solutions.
Aspect and Trends have implemented Aspect(R) Unified IP(R) 7.3 for the Inbound and Outbound customer interaction services; Aspect(R) CXP™ for UnionBank’s omni-channel self-service offerings and Aspect(R) Workforce Management™ for the bank’s customer service agents. The solution will enable customers to seamlessly receive assistance when they move between live agent and self-service channels.
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"Key to the bank's Digital Transformation Journey is building a digital mindset of our employees, stakeholders and of course our customers. To achieve that, we need to create smarter customer experiences, enabling service channels that are accurate, real-time and always available. Acquiring Aspect's contact center and workforce optimization solution is the first of many steps in that omni-channel approach," said Michael P. Magbanua, Customer Engagement Group Head, First-Vice President of UnionBank.
"We greatly admire and believe in the vision and strategies of UnionBank’s innovative leaders. We are very excited that UnionBank has chosen Trends as their partner to facilitate the enablement of their plan to reshape the Bank into a technology company with banking utilities," said Hasan Fard, Chairman and Chief Executive Officer of Trends. "By utilizing Aspect’s solution and our technology expertise, we were able to successfully service UnionBank and offer a solution to digitize their customer service infrastructure."
"Trends has been a partner of UnionBank for more than 25 years. This implementation of Aspect's Customer Engagement Solution is a strong demonstration of how that partnership is bolstering UnionBank's Digital Transformation Journey," said Dennis L. Matutina, Executive Vice President and Head of Channel Management Center of UnionBank.
"It’s a privilege to be a part of UnionBank’s digital transformation journey and equip the bank with a technology that can deliver quality customer engagement to improve customer satisfaction, loyalty and increase their value," said Richard Loberas, Regional Vice President ASEAN & Korea of Aspect Software. "It’s been a pleasure to work with UnionBank and Trends’ teams in implementing Aspect Unified IP 7.3, Aspect CXP and Aspect Workforce Management. We thank both teams for the great collaboration and hard work in ensuring a successful implementation of the project."
Posted by Veronica Silva Cusi, news correspondent
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 UnionBank of the Philippines:
UnionBank has consistently been recognized as one of Asia's leading companies in banking and finance, ranking among the Philippines' top 10 universal banks in terms of key performance ratios in profitability, liquidity, solvency, and efficiency.
Published: Thursday, April 19, 2018
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