In line with its digital transformation, Union Bank of the Philippines (UnionBank) enhanced its customer service infrastructure to 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), UnionBank deployed an Omni-channel contact center, self service and workforce management solutions from Aspect Software, provider of consumer engagement, workforce optimization and self-service solutions.
Aspect and Trends implemented Aspect Unified IP 7.3 for the inbound and outbound customer interaction services; Aspect CXP for UnionBank’s omni-channel self-service offerings and Aspect Workforce Management for the bank’s customer service agents. The solution will enable customers to receive assistance when they move between live agent and self-service channels.
UnionBank earlier announced its three-year digital transformation journey aimed at digitizing its banking processes to deliver a more reliable, seamless and personalized banking service. The current enhancement of its core customer service infrastructure to Aspect Unified IP 7.3, Aspect CXP and Aspect Workforce Management is in line with the bank’s digital plan to provide its 6 million clients quality customer service and personalized banking interaction across channels.
“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.
Aspect started from the first ACD in 1973. Today, its solutions power 1.4 million agents worldwide and support over 100 million daily customer interactions. Contact Center Solution implementation is one of the core strengths of Trends in the Philippines.
