Following in the footsteps of other banks in the local industry to innovate customer engagement, KASB Bank has migrated its contact center to an upgraded Genesys platform. In its journey to becoming a leader in the FSI Industry, KASB needed a very reliable and tech savvy partner and so it sought the help of C Square Consulting.
Taking full responsibility of the upgrade required of KASB’s systems and processes, C Square has been successful at upgrading the platform that was earlier functional on Genesys v7.2. The systems and processes have now been moved to v8.1. In addition, a Genesys voice portal and a self-service banking IVR have also been deployed successfully. As customer service is quite critical to enhance communication given a burgeoning product line, KASB realized the need to have multiple channels of communication and so it commenced Visa Debit Card services and incorporated them as an integral part of the upgraded contact center.
The upgraded self-service solution deployed at KASB has not only enhanced customer experience, but has given the organization a richer and broader portfolio of contact center services, which has helped them in their efforts to become customer-centric. In relation to this, KASB aims at continuing and strengthening its relationship with C Square Consulting for all future endeavors.
Rashid Zaman, Head of IT Operations for KASB Bank commented, “There are minor differences in technologies, between one brand and the other, the real difference is created by a credible ‘partner’. For us, C Square Consulting is that partner who has created a positive difference”.