Dialog and KBSL partner to upgrade NDB contact centre

Tuesday, 18 May 2021 00:28 - - {{hitsCtrl.values.hits}}

Dialog Enterprise and Dialog Finance have come together with KBSL Information Technologies to upgrade the contact centre of one of Sri Lanka’s leading banks – NDB Bank (National Development Bank PLC). The collaboration brings together Dialog’s expertise in business telephony and financial solutions, along with KBSL’s systems integration capabilities to optimise NDB’s current operational practices.

NDB and KBSL have had a longstanding partnership for over seven years, and are now focusing on elevating their unified communication and contact centre platform. The solution is front ended by Dialog Enterprise Solutions (DES) and Dialog Finance to enable the enhancement of NDB’s existing capabilities and improve the business/operational expansions. The platform upgrade solution delivered by KBSL is powered by cutting edge Avaya technology that consists of inbound and outbound capabilities along with reporting and compliance recording, advanced routing strategies and self-service automations.

Dialog Axiata PLC Vice President of Enterprise Business and Large Enterprise Sales Navin Pieris said, “In today’s challenging environment, it is important that we help enable businesses to provide their best service delivery to customers. For this project, we understood that in the current climate with the pandemic, businesses would rather utilise an OPEX or service-oriented XaaS (Anything as a Service) model rather than a one-off CAPEX, so we stepped in along with KBSL to ensure the transformation of NDB’s contact centre is as efficient and seamless as possible.” The new solution offered to NDB not only strengthens their automation journey, it also creates an open architecture to integrate business processes to enhance customer experience. Some of the technological enhancements include, IVR automation, outbound automations, and multichannel enablement which support an open architecture system to facilitate the bank’s future requirements as well.

“It has been our absolute pleasure to partner with Dialog to bring these technical solutions to NDB. We know the importance of being future-proof and are honoured to aid NDB in their journey to serve customers at the highest possible standard,” said KBSL Chief Operations Officer Ruwan Fernando.

NDB Bank, named the ‘Bank of the Year Sri Lanka 2020’ by the Banker Magazine UK, is the fourth largest listed bank in Sri Lanka and the parent company of the NDB Group. The only financial services conglomerate in Sri Lanka, NDB Group is uniquely positioned towards assisting the growth and development of the Sri Lankan capital market to provide its customers seamless access to the product and service offerings of all its group companies.

KBSL is one of the leading Information/Systems Integrators of ICT solutions for enterprises in Sri Lanka and in the region. At the heart of its success is the company’s sustained culture of innovation and a highly committed team that nurtures technical competence, versatility, business acumen and a strong value system.