Within a month of Ameyo deployment, we improved our SLA by 27% and employee productivity by 13%.
Jordan Ahli Bank
Use Case
Customer Service & Telemarketing
Region
Amman, Jordan
Industry
Financial Services
About Jordan Ahli Bank
Jordan Ahli Bank, a leading financial service provider based in Jordan, wanted to reach new heights in their customer initiatives and innovations to deliver superior customer experience. The company was in the search of a lesser hardware intensive solution to reduce the total cost of ownership (TCO). A solution that would facilitate JAB to take real-time impacting decisions, while protecting the investment processes. For better customer relationships and impeccable customer experience, the company implemented Ameyo suite as their Customer Interaction Management tool. As a result, the company has been able to improve their SLA by 27% and employee productivity by 13%.
Challenges
- No CIM Technology
- Difficulty in managing telemarketing and collection process
- Suffering from hampered productivity and business downtime
- No way to recover lost data
Solutions
- Improved SLA by 27%
- Improved Employee Productivity by 13%
- Better Management of Outbound Campaigns
- Compliance Adherence
Ameyo's Solution
Ameyo offered a Phone Banking platform for customers through IVR, which would reduce a proportionate number of calls handled by each agent. This improved the efficiency of Collection processes, by automating huge volume of routine transactions, allowing agents to focus on other core activities.
Jordan Ahli Bank was able to protect investment transactions and processes by integrating with an existing unified communication platform, Microsoft Lync. It also allowed for interoperability between the existing business applications for simplified contact center operations and reduced manual interference.
