In line with its digital transformation, Union Bank of the Philippines (UnionBank), one of the largest banks in the country, 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), the leading 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® 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 seamlessly 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 has a long history of expertise, starting from the first ACD in 1973. Today, Aspect 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.
“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.”
Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging on the agility of our 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. For more information, visit www.aspect.com
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Trends empowers our clients to transcend through our technology-enabled business services. Our wide range of services, solutions, and products – from network infrastructure, virtualization, storage, security, cloud, collaboration, software services, managed services, to business analytics and application development – provide the right tools for our clients to achieve their business goals and thrive in a constantly changing and competitive landscape. Our skilled and highly-qualified team enable businesses by providing a full service and support system – from strategic consulting and planning, seamless deployment, installation and implementation, effective maintenance, and dedicated after sales-support. Topping the Philippine ICT industry for more than 25 years and catering to different organizations across industries, we prioritize customer satisfaction by delivering only the best and most effective services. We help usher our clients into the digital future by harnessing the power of technology and our years of expertise. To stay true to our commitment to excellence and providing innovative and sustainable services, we have expanded with regional offices in Cebu and Davao and international offices in Vietnam and Cambodia. For more information visit www.trends.com.ph.
UnionBank is a publicly-listed universal bank. The Bank distinguishes itself through superior technology, unique branch sales and service culture, and centralized backroom operations. UnionBank’s superior technology allows delivery of online, real time business solutions to meet the customers’ changing and diverse needs through innovative and customized cash management products and service offerings. The Bank’s unique branch culture ensures efficient and quality service as well as mitigates operational risk. Its centralized operations enables the Bank to provide responsive, scalable, and secure transaction processing. Aligned with its thrust of being at the forefront of technology-based banking in the Philippines, the Bank endeavors to elevate its systems and processes to be at par with international standards and best practices. UnionBank’s clientele encompasses retail, middle-market and corporate customers, as well as major government institutions. The Bank believes that its use of technology, and marketing and operational structure has enabled it to capture and secure a loyal customer base, and to achieve high levels of efficiency and productivity. For more information visit https://www.unionbankph.com.