BDO completed a major upgrade of its contact center infrastructure to improve customer engagement and automate core processes.
BDO has deployed technologies from?Aspect Software, a US-based provider of customer interaction management, workforce optimization, back-office and cloud solutions.
The bank said the contact center platform is expected ?to relieve our contact center officers of manual tasks.?
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 also plans to upgrade 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 sector across the region.
