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News : UOB Sets Up Southeast Engagement Lab to Meet the Banking Needs

#contactcenterworld

Singapore, Oct. 18, 2018 -- United Overseas Bank (UOB) announced the launch of its pan-regional Engagement Lab (eLab), which will enable the Bank to personalise the way in which it converses and serves its Digital Bank customers.

The Bank will set up eLabs across its network of ASEAN countries such as Indonesia, Malaysia, Singapore, Thailand and Vietnam.

UOB's Digital Bank, which will be launched in Southeast Asia, has been modelled such that digital interactions with the customer are designed to deepen the Bank's relationship with them. It will use artificial intelligence to identify individual transaction patterns from its huge volumes of transaction data. This will enable the Digital Bank to understand more deeply the individual banking needs and habits of its customers, to anticipate their needs and to be proactive in helping them achieve better money management. The eLab is core to this.

Dr Dennis Khoo, Head of Digital Bank and Digital Banking, said that today's 'mobile-first' and 'mobile-savvy' customers, who will make up a large portion of UOB's Digital Bank customers, expect digital services to be instinctive and responsive.

"At UOB, we believe that designing a simple and easy-to-navigate app interface to create an intuitive user experience is just the beginning. We want to build on this and to ensure that every touchpoint -- from the onboarding process to day-to-day banking -- at the Digital Bank is relevant to our customers and resonates deeply with their lifestyle needs and priorities. We will use next-generation digital capabilities to anticipate our customers' needs and to prompt them to make better financial decisions to achieve their goals. This will be done through meaningful real-time digital conversations that guide customers to better financial choices.

"Within our local eLab teams, our people will be testing and learning how best to converse with customers. We are building a glossary specific to each market which takes into consideration cultural, behavioural and language norms. With language being used differently by each generation, and especially on digital devices, this is an exciting challenge to tackle," Dr Khoo said.

To accelerate the Digital Bank's initiatives in the region, such as the eLab, UOB has launched a talent search to hire passionate and like-minded people. The new hires will join the 120-people strong team already working on the roll-out of UOB's Digital Bank across ASEAN.

The Bank aims to increase its Digital Bank team by 50 per cent in the next 12 months.

Of these new hires, a quarter will join the eLab. Other roles include those in areas such as user experience and user interface design, behavioural science and research, data analytics and design thinking. The Bank will also increase its team of technologists, such as software engineers and architects, to develop solutions such as in-house application programming interfaces (APIs) which tap UOB's secure IT architecture to drive real-time data analytics.

While 45 per cent of the roles will be located in Singapore, positions will also be available in Indonesia, Malaysia, Thailand and Vietnam.

"This is an exciting time for UOB as we roll out the digital bank of the future, one that is built on insights to enrich the customer experience for the digital generation. We are on a quest to find like-minded people to be part of our pioneering team. Together, we will turn ideas into distinctive experiences that matter to our customers," Dr Khoo said.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.comoming-digital-generation-300733421.html


About United Overseas Bank (UOB):
United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 offices in 19 countries and territories in Asia Pacific, Europe and North America. Since its incorporation in 1935, UOB has grown organically and through a series of strategic acquisitions. UOB is rated among the world's top banks: Aa1 by Moody's and AA- by Standard
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Today's Tip of the Day - Involve Staff

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

Published: Friday, October 19, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

5.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

6.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

7.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

8.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

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