“Every drop counts”, we have all heard about this.
“Every drop costs”, when I heard it, it got me thinking.
As I am not a big cricket fan like my dad, I related it to work. The team at work has been working towards helping customers in the financial sector in South East Asia.
All outbound calls are currently being carried out by the customer services team at each of their branches as a of the statutory precaution implemented to confirm the validity of transactions. Since there is no compromise on this it becomes a multi-resource and a complex and inefficient process.
The CEx Lab team proposed to centralize and automate this outbound call process. The new process is an automatic system utilising the latest technology to increase efficiency and reduce human error.
The team is using the Genesys platform to centralize and automate the call process. They are developing an independent system which will adhere to all the compliance and security policies. This will also be future proofed.
One of the many things which is keeping our team excitingly busy.
Watch the space for more news about the other things that we are working on.
Experienced by Sowmya Raman