Bank of Khartoum To Offer Enhanced Services Through Latest Contact Center Technology

27 July 2009

Bank of Khartoum, the largest bank in Sudan has signed a contract with ZRG International, a leading provider of Customer Interaction Technologies for setting up a state-of-the-art Customer Contact Center.

Bank of Khartoum, formed in 1913, launched its Retail business in 2006 and known for introducing innovative products for Retail customers and is the market leader with the unmatched product menu. BOK plans to launch a wide range of products including loans and cards.

The BOK Contact center project is aimed at improving service quality, providing 24/7 information, delivering personalized services, quickly bringing out new and innovative products and offering a one-window facility to the clients for all relationship management.

According to the agreement, BOK will be getting state-of-the-art Banking Contact Center Technology with an integrated CRM solution from ZRG. BOK expects several strategic benefits coming out of the contact center initiative including increased customer retention and loyalty, competitive edge over other banks, increased ability to capture new markets and customers and faster launches of new products and services.

Speaking at the signing session Mr. Kashif Naeem, Head of Retail Sale & QA, BOK said “Bank of Khartoum is known for introducing innovative products for Retail customers and is the market leader with the unmatched product menu. Though we have a PABX based call centre for the past 2 years but with the increased product menu and increased customer base, it became absolutely vital for the bank to invest in a 24/7 IVR-enabled Contact Centre solution. We are always looking at ways to provide the best service to our valued customers and by having 24/7 IVR Call Centre solution, we will be able to provide high quality and accurate customer services. First of its kind in the Sudan, this 24/7 call centre will be offering multiple channels through which our customers and prospects can reach us more easily and at anytime they want. The cutting edge technology of ZRG will help us achieve our customer’s satisfaction and retention goals as well as give us more customer base.”

ZRG, having solutions installed and working at major banking contact centers in the region, offered a flexible and modular Financial Contact Center platform with features including a multi-lingual (English and Arabic) self-service Interactive Voice Response, on-screen Soft Phone and CRM suite with contact management applications for Live Agent desktop, CTI for smart routing and call handling, Integration with ATM switch and Banking data host, SMS Alert module and a suite of quality assurance and control tools such as digital voice recorder, supervision and monitoring applications and an integrated MIS reporting package.

Mr. Ayub Butt, CEO, ZRG International said “We are extremely pleased to become a strategic technology partner for such a prestigious and forward looking financial institute. We believe that BOK has taken the right approach of going with open standards based flexible and scalable technology. We are providing the contact center technology foundation that will help the bank offer products to the market faster, as well as encourage new possibilities and inspire new services.

By working in close coordination with the client, our team has put together the most advanced features required in a modern contact center solution. Already proven and widely installed in the Banking industry, our contact center solution is designed to deliver leading edge performance and to help our clients to innovate upon. We are confident that BOK contact center will redefine the customer service standards in the region and will be a role model for the rest of the industry to follow “

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