Philippines’ BDO bank upgrades with Aspect's unified platform

• To improve customer engagement and to automate its core processes
• BDO also plans to upgrade its contact centre’s CRM system

BDO Unibank Inc of the Philippines has successfully completed a major upgrade of its contact centre infrastructure to improve customer engagement and to automate its core processes to better manage customer communications.
 
It has deployed technologies from Aspect Software, a US-headquartered provider of fully-integrated customer interaction management, workforce optimisation, and back-office cloud solutions.
 
Financial terms were not disclosed.
 
“We are thrilled to equip BDO with an integrated, single solution to optimise all its resources,” said Richard Loberas, director of Strategic Accounts, Asia Pacific, Aspect Software.
 
“BDO has realised the benefits of the system we have implemented and we are confident that it will be able to gain more value from the streamlining of its Inbound and Backroom Units as its back-office teams increase in size,” he added.
 
The benefits of using Aspect’s Unified IP (Internet Protocol) contact centre technology include 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, Aspect Software said in a statement.
 
BDO plans to upgrade its contact centre’s Customer Relationship Management system as well as its workforce management, e-learning and online knowledge-based tools to keep up with its increasing customer base, locally and abroad, Aspect Software said.
 
The US company also said it provides customer engagement solutions to a number of organisations in the Banking and Financial Services (BFSI) sector across the region.
 
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