Dialog Enterprise and Dialog Finance have come together with KBSL Information Technologies to upgrade the contact centre of NDB Bank. The collaboration brings together Dialog’s expertise in business telephony and financial solutions, along with KBSL’s systems integration capabilities to optimize NDB’s current operational practices.
NDB and KBSL have had a longstanding partnership for over 7 years, and are now focusing on elevating their unified communication and contact centre platform. The solution is front-ended by Dialog Enterprise Solutions (DES) and Dialog Finance to enable the enhancement of NDB’s existing capabilities and improve the business/operational expansions.
The platform upgrade solution delivered by KBSL is powered by cutting edge Avaya technology that consists of inbound and outbound capabilities along with reporting and compliance recording, advanced routing strategies and self-service automation.
Dialog VP Enterprise Business & Large Enterprise Sales Navin Pieris said, “In today’s challenging environment, it is important that we help enable businesses to provide their best service delivery to customers. For this project, we understood that in the current climate with the pandemic, businesses would rather utilise an OPEX or service-oriented XaaS (Anything as a Service) model rather than a one-off CAPEX, so we stepped in along with KBSL to ensure the transformation of NDB’s contact centre is as efficient and seamless as possible.” The new solution offered to NDB not only strengthens their automation journey but also creates an open architecture to integrate business processes to enhance customer experience. Some of the technological enhancements include IVR automation, outbound automation, and multichannel enablement which support an open architecture system to facilitate the bank’s future requirements as well.
“It has been our absolute pleasure to partner with Dialog to bring these technical solutions to NDB. We know the importance of being future-proof and are honoured to aid NDB in their journey to serve customers at the highest possible standard,” said KBSL COO Ruwan Fernando.
NDB Bank is the 4th largest listed bank in Sri Lanka and the parent company of the NDB Group. KBSL is one of the leading Information/Systems Integrators of ICT solutions for Enterprises in Sri Lanka and the region.
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