15 November 1999 - The Bank of Philippine Islands (BPI) has become the first in the Philippines to implement Aspect Telecommunications' Aspect Call Centre Software Release 7.
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.