A Multi-Site Contact Center Solution has been Implemented at the SCB by C Square Consulting
In collaboration with Avanza Solutions, C Square has successfully completed the implementation of the first-ever Genesys Multi-Site Contact Center Solution for Standard Chartered Bank (Pakistan) Limited. Founded in 2009, C Square Consulting is an IT Consulting Enterprise aspiring to lead the industry globally, focused on providing the highest quality service to its customers tailored to their specific needs in all phases of the project. By specializing and offering solutions from a variety of vendors, C Square consulting is able to assess the customers’ business issues and offer the most suitable solution.
Facilitating an implementation at Standard Chartered was in pursuit of its desired excellence in Customer Relationship Management. With a major focus on Customer Service, Standard Chartered had taken the decision to establish a highly efficient and robust solution to optimize customer service for its customers.
This solution implemented at Standard Chartered will empower its customers to utilize the Self Service Banking Portal for conducting both financial and non-financial transactions. The architecture designed by C Square Consulting allows SCBPL to route calls across two sites, in order to manage incoming call traffic efficiently. This solution offers seamless redundancy to the Bank and at the same time it allows its customers to have access to a 24X7 availability of the contact center.
Genesys Multi-Site Contact Center Solution has given Standard Chartered - a deeper insight into its current and prospective customer base, assisting its resources to focus their efforts on becoming more customer-centric. Gearing in better technology would help the globally-networked bank towards designing better solutions and services around increasing customer experience.
Managing the relationship with Standard Chartered, Ahsan Mashkoor, Regional Director, C Square Consulting commented, “The Contact Center Solution at Standard Chartered is meant to have the bank engage all its customers proactively and gain a larger ROI. That is what we had in mind executing the implementation. Our team of highly qualified engineers has made it possible to establish a unique and highly impressive solution with all the intelligent routing across two different cities. We know the business and technology which enables us to deliver the right product mixed with right professional services.”
C Square Consulting is the only organization that has successfully deployed an end-to-end Genesys IP Solution with latest versions of the suite.