Krungsri, a financial institution in Thailand, has deployed Avaya's business communications systems with advanced Interactive Voice Response (IVR) technology in its contact centre to transform its customer experience.
"The digital economy is changing the way we live and work, and the banking industry has always been known as an early adopter," said Richard Spence, Managing Director of Avaya in ASEAN.
The advanced IVR system enables Krungsri to handle more than 1 million customer service calls monthly, thus improving response time to customer needs. The solution has also enabled seamless work between different business units such as banking division and credit card.
Krungsri has also invested on voice recognition and authentication technologies-which is also supported by the Avaya platform- as part of its efforts to provide better customer experience.
"Avaya solutions have been perfect for our business enabling us to run our operations with stability, cost effectiveness and giving us the ability to integrate the customer experience solutions with our other systems," said Chanchai Lerdtaweedej, Senior Vice President of Telecommunication and Call Center Management System Section in Krungsri.
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