Contact Center module acts as both sales team and excellence team assigning inbound and outbound calls to the agents, capturing the service and complaint requests over call center and enabling the contact center to have the capability of the branch teller. Your service representatives will ability to reach real-time in access to customer history, accounts, activities, and interaction information, regardless of the customer's point of contact with the bank.


Key Abilities

  • Call Control Implementation (Answer/Release/Transfer)
  • CTI Integration
  • IVR Based TPIN Authentication
  • Card Activation, Card PIN setting, TPIN setting
  • Disposition / Wrap up codes capturing: Customer Satisfaction Level, Media Capture, High Level call reasons report, Media Effectiveness report
  • Retail Inquiries
  • Retail Maintenance and Transactions
  • Corporate Inquiries
  • Outbound Campaign and Collection Calls
  • Lead Capturing
  • Complaints and generic service request capturing
  • Internet Banking Customer Care
  • Display customer 360 degree view
  • Search customer
  • Outbound sales campaigns
    • Target list based campaigns
    • Scripting support
    • Queue based call distribution
    • Auto-dialer enabled
    • Inbound calls re-sysnc
    • Campaign performance and conversion rate reporting
  • Satisfaction surveys
    • Internet and Mobile banking customer care
    • Account blocking
    • Limit verification
    • Call me back
  • More Product Sales, MoreTransactionFee, Rich Set of Services
  • Outbound and Inbound Functionalities
  • Replacing the need to use multiple applications
  • Common CTI/IVR functionalities and Soft phone feature
  • Integrated Single Desktop with Microsoft Customer Care Framework (CCA)
  • Rationalized and optimized customer-care assets that reduce cost of care
  • Migration of lower-value customers and transactions to lower-cost media/channels (IVR, Web, e-mail, SMS)
  • Consolidated and standardized care processes and infrastructure

    VeriTouch Customers

    • Ahli United Bank
    • Allianz Yaşam ve Emeklilik
    • Dubai Islamic Bank
    • FinansBank
    • Garanti Emeklilik
    • GIB
    • Ing Bank
    • Ithmaar Bank
    • Jordan İslamic Bank
    • Kuveyt Türk
    • Masraf Al Rayan
    • Meem
    • NBAD
    • NCB Capital
    • VakıfBank

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