Bank of Philippine Islands implements revolutionary banking solution
The system combines the Aspect Enterprise platform with Aspect's award-winning Aspect Call Centre Software Release 7 and serves as the backbone infrastructure for the bank's call centre, which runs BPI's innovative Express Phone Banking System.
The Aspect Call Centre System enables the BPI Express Phone Banking System to handle more than 30,000 calls per day, allowing customers to conduct various bank transactions over the phone without having to go to an ATM or visit the bank personally. By simply dialing a toll-free number, this robust customer relationship management (CRM) solution enables customers to do various bank transactions such as check account balances, transfer funds, pay bills, and apply for loans, BPI credit cards, Express Teller Accounts and more.
The Aspect Call Centre System for BPI is integrated with a third-party interactive voice response system (IVR) that makes it possible for BPI's customers to obtain information more efficiently. BPI's 60 agents are equipped with Aspect WinSetÖ for Windows productivity-enhancing PC-based telephone software, which provides centralised agent configurations, multiple agent greetings and automated screen-pops. Also included in the system are Aspect TeleCasters, wall displays that can be used to show current information about calls, along with messages from the bank's supervisors or system managers.
Touting this new phone banking solution as the bank's most efficient and effective project ever installed to date, Ramon Sanchez, Vice President, Direct Banking at BPI said, "Our customers are delighted with the flexibility of the BPI Express Phone Banking System. We are fortunate to have technology partners such as Aspect who can provide us with the expertise and tools, through the Aspect Call Centre System technology, to help us provide unequaled service to our customers - with anytime, anywhere banking."
"With the increasingly competitive business environment, organisations need tools that will set them ahead of their competitors," said Andie Rees, Vice President, Aspect Asia Pacific. "Many banks worldwide are changing their products and the way they deliver services to suit customer needs. Call centre and CRM solutions are must-have tools for organisations to respond to customer demands. These tools not only cut the cost of delivering service to customers, but also allow them to deliver better services."
Aspect Call Centre Software Release 7, used for the BPI Express Phone Banking System, is a Windows NT-based software that allows for sophisticated call processing of both inbound and outbound calls. Capable of processing up to 100,000 busy-hour call completions, the software is enhanced by the CTI capabilities of the Aspect Customer Relationship Portal, including screen synchronization, data-directed routing and coordinated voice and data transfer.
About Aspect Telecommunications
Aspect Telecommunications Corporation is a leading provider of
customer relationship portals that enable businesses to ensure
consistent interactions with their customers. Aspect's leadership
position in customer relationship management (CRM) solutions is based
on its 14-year-history and more than 3,500 customer contact center
implementations. Aspect is headquartered in San Jose, California, with
offices in major cities worldwide, including Singapore from where BPI is being serviced.