HBL is the largest private sector bank in Pakistan with over 1,450 branches across the country and a customer base exceeding five million. The Bank is expanding its presence in principal international markets including the UK, UAE, South and Central Asia, Africa and the Far East.
HBL continues to grow both locally and abroad as it strives to endure that the highest levels of service and cutting-edge products are available to its customers; building on this vision and after a comprehensive technical & business evaluation & comparison process.
To expand their call services and introduce new services to customers based on uninterrupted, anywhere-anytime services to customers, HBL selected Unison 2.0 – Avanza’s Enterprise CRM Solution.
Unison 2.0 is a complete enterprise wide CRM which will allow HBL to serve its customers through inbound agent desktop and will also facilitate the bank in acquiring new customers by Managing Leads, Opportunities & Sales along with Complaint Management and a Centralized Workflow System to manage various customer requests and Campaigns thus giving access to accurate information across the bank to call agents as well as back office users.
The solution provides a centralized 360° view to supply customers and partners with superior and personalized services.
In order to streamline the whole process and to facilitate the customers in performing transactions, Unison will integrate with HBL’s core Banking system (Mysis) and other host systems such as CTL, ATM Switch, Fax, Email Channels, and Genesys (CTI) via Middleware (Rendezvous).
The solution will empower HBL to add different countries to same call center where by each country would have its own distributed Core Banking system.
The high level solution includes the following:
- Customer Portfolio Management
- Inbound Agent Desktop
- Outbound module
- Soft phone for Genesys
- Campaign Management
- Sales Force automation
- Multi-institution module
- Integration with Genesys (CTI)
- Integration with HBL Host Systems
- MIS reporting
Avanza Solutions is a leading software solutions provider headquartered in US, having regional offices in Middle East, Spain, Australia, and Pakistan. We have over 300+ customers worldwide cutting a cross-section of industries, with specific concentration in the financial and government sectors. Our business philosophy is founded on the importance of relationships and a persistent search for greater accomplishments. At Avanza, we never lose sight of our commitment to fulfill the needs of each customer, building long-term and mutually beneficial relationships.
Our core competencies are:
- e-Banking Solutions
- Microsoft Solutions
- Quality Services Consultancy
- IT Consultancy Services