Hatton National Bank PLC

Problem: Hatton National Bank (HNB) is one of the leading banks in Sri Lanka and its contact center is a vital part of its customer-focused operations. In average, the inbound contact center agents are handling 350,000 inbound customer interactions per month and similar number of outbound calls are handled by outbound operations. 

However, Bank had major limitations with the existing platform when they outsourced the operations to a third party, such as the lack of flexibility and agility of the system functions and algorithms. The Bank also faced major challenges in digitizing multi-channel contact canter operations.

Solution: KBSL then deployed “Avaya Contact Center Select Omni-channel” contact center solution, and fulfilled most of their strategic business requirements to increase customer satisfaction. 

The following core functions were incorporated as the solution: 

• Omni- Channel Inbound Contact Center
• Automated Outbound Campaigns
• CRM Integration 
• Compliance Recording and Quality Management
• Historical and Real-time Reporting and Analytics
• Work-Force Management Solution -Adherence Management, Forecasting and Scheduling
• Advanced IVR with Self-Service Automation
• Session Boarder Controller for SIP Security.