Krungsri, one of the fastest-growing financial institutions in Thailand, has implemented Avaya best-in-class business communications systems with advanced Interactive Voice Response (IVR) technology in its contact centre to transform its customer experience.
With digital banking channels growing at an exponential rate, connecting with the always-on, always-connected, mobile-first younger generation is essential for growth and business continuity for any financial institution. According to a global research report commissioned by BT and Avaya in 2015, 82% of consumers today say it should be easy to contact organizations by all channels.
Today’s tech-savvy consumers expect a seamless, consistent experience across all different banking channels – from the branch, all the way to digital and interactive experiences. The advanced IVR system is capable of handling more than 1 million calls a month and the latest upgrades enhance business continuity and provide a solid platform to support multi-channel growth.
As the largest card issuer, servicing more than 6.2 million accounts across 609 branches and over 21,400 service outlets across Thailand, Krungsri has been working with Avaya for 18 years to deliver cost-effective, integrated, personalised customer experiences across a comprehensive range of banking, consumer finance, investment, asset management and other financial services.
“Avaya solutions have been perfect for our business enabling us to run our operations with stability, cost effectiveness and giving us the ability to integrate the customer experience solutions with our other systems,” said Chanchai Lerdtaweedej, Senior Vice President, Telecommunication and Call Center Management System Section, Krungsri.
Avaya solutions have been selected by Krungsri to deliver first-class customer services experiences, enhance collaboration across different business and support multi-channel growth.
The benefits include:
- Ability to manage higher call volumes: Avaya’s advanced IVR system is able to cost-effectively manage the high volume of customer service calls in line with Krungsri’s phenomenal growth in Thailand and across Asia.
- Faster response to customer needs: Customers are able to complete more transactions easily – meaning they are more satisfied with the service.
- Standardization across the business: Different business units such as the banking division and credit card can now work seamlessly together, removing layers of complexity.
- Enabling growth through IT transformation: Investment in new technologies such as voice recognition and authentication, all easily supported by the Avaya platform, will enable Krungsri to provide an even better customer experience.