Dialog Enterprise implements cloud-based contact centre solution for Union Bank

Marking a significant milestone in the advancement of digital customer service in the banking sector, Dialog Enterprise, the corporate ICT solutions arm of Dialog Axiata PLC., announces the implementation of a state-of-the-art, cloud-based contact centre solution for Union Bank of Colombo PLC. 

The cloud-hosted platform offers a unified communication solution that integrates voice, video, unified messaging, VoIP, and automated call flows, reinstating the existing outmoded contact centre system at Union Bank.

Union Bank as part of its digital transformation agenda continues to leverage technology for growth and the upgrade of its existing contact centre infrastructure to a more advanced, scalable, and compliant solution is yet another step towards enhancing customer experience. With the new cloud-based system, the bank aims to improve customer engagement and streamline operations, while adhering to central bank regulations and compliance requirements.

“We are excited to collaborate with Dialog Enterprise to elevate our customer service capabilities,” stated Malinda Perera, Vice President -Head of Cards, Asset Products, Service Quality & Contact Centre of Union Bank. 

“The new cloud-hosted contact centre will enable Union Bank to achieve greater scalability, reduce operational costs, and increase flexibility for its workforce. With features such as integrated CRM, real-time wallboards, reporting tools, and mobile applications, the solution ensures that agents can provide exceptional customer service from any location, whether working remotely or from the office.

The strategic partnership between Dialog Enterprise and Union Bank emphasizes the commitment of both parties to driving innovation and improving customer service in the financial sector. By leveraging the latest technologies and best practices, the new contact centre solution is set to redefine customer interaction, ensuring that Union Bank remains at the forefront of digital transformation in banking.