BDO Unibank, Inc. (BDO), one of the Philippines’ leading banks, 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 the BDO’s objectives to continuously strengthen relationships with its customers.
For this endeavor, BDO has deployed technologies from Aspect Software, a US-headquartered, leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions.
“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.
“We are thrilled to equip BDO with an integrated, single solution to optimize all their resources. BDO has realized the benefits of the system we have implemented and we are confident that they will be able to gain more value from the streamlining of their Inbound and Backroom Units as their back-office teams increase in size,” said Richard Loberas, Director – Strategic Accounts, APAC, Aspect Software.
Benefits from using Aspect’s Unified IP contact center technology include BDO’s contact center’s increased service and productivity levels due to the solution’s multi-site call distribution and agent screen-pop features as well as shorter handling times for customer feedback tasks with the use of a predictive dialer. The system also has stronger reporting tools as it is equipped with an efficient call evaluation scoring and voice recording capability, with added search parameters.
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.
Aspect Software provides customer engagement solutions to a large number of organizations in the Banking and Financial Services (BFSI) sector across the region.
About BDO Unibank, Inc.
BDO is a full-service universal bank, which provides a wide range of corporate, commercial and retail banking services. These services include traditional loan and deposit products, as well as treasury, trust banking, investment banking, private banking, cash management, leasing and finance, remittance, insurance, retail cash cards and credit card services.
BDO has one of the largest distribution networks, with 877 operating branches and over 2,600 ATMs nationwide. It also has a branch in Hong Kong as well as 28 overseas remittance and representative offices in Asia, Europe, North America and the Middle East.
BDO ranked as the largest bank in terms of total assets, loans, deposits, capital and trust funds under management based on published statements of condition as of December 31, 2014. For more information, please visit www.bdo.com.ph.
Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. Through a full suite of cloud, hosted and hybrid deployment options, we help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.
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Aspect, the Aspect logo, are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned here may be the trademarks of their respective owners.