To innovate and lead in the Customer Experience Management domain, Bank of Punjab (BOP) has partnered with C Square to deploy Contact Center/CX Solution by Genesys. Given the fast paced digital transformation of Customer Engagement, BOP realizes the need to be ready to service customers in a more consistent and personalized manner across all touch points.
In addition, C Square has also being tasked to replace the legacy CRM with its latest Enterprise wide Avantage CRM.
As BOP aspires to lead in the financial sector of Pakistan, they have selected Genesys, keeping in mind a long term vision for automation and efficiency in the Customer Experience domain, by adopting digital engagement tools (such as “Kate” blended Artificial Intelligence-based bot) for the future.
Commenting on the partnership, Mohamed Afifi, Managing Director for Genesys in the Middle East, said:
“The rise of more banking customers in Pakistan has endeavored a new type of consumer who demands a true omnichannel platform. Banking customers have grown ten-fold during the last decade, however we are still not serving more than 12% of the population. The opportunity for growth is there”
The agreement between BOP and C Square identifies areas of collaboration between the two institutions.
The agreement was signed at C Square’s office in Karachi and was attended by senior management from both organizations. In attendance were Syed Muhammad Naqvi – Head Contact Center, Farrukh Saeed – Head ADC and Zohaib Khalid – Manager Contact Center from BOP. Representing C Square was Ahsan Mashkoor CEO, Hassan R Shaikh CTO, Tanvir Hussain Head of Sales South, Abdul Rafay Head of Marketing, Sameer Javed Head of PMO and Syed Tausif Head of Presales.
After successfully deploying more than 60 Contact Centers across EMEA region with the ultimate Customer Experience, C Square has included another bank Bank of Punjab to the list. Maintaining a strong focus on delivering value through close collaboration with clients, in-house experts and innovative forward-looking solutions, C Square has evolved into one of the fastest growing Customer Experience Management solution provider in EMEA region.
On the other hand, The Bank of Punjab (BOP) is one of the prominent financial institutions of the country with PACRA Ratings: AA – Long Term and A1 Short Term. Fortified with years of banking expertise and driven by strategic goals set out by their board of directors and senior management, the bank has invested in the latest technology to offer an extensive range of products and services.