BCA Revolutionises the Banking Experience with Avaya Digital Solutions
- Bank Central Asia (BCA) adopted Avaya solutions for its digitalisation strategy to transform contact centres
- MyBCA – one-stop banking solution for busy customers on-the-go has led to a surge in new customer acquisition
INDONESIA, 12 July 2018 – Avaya Holdings Corp (NYSE: AVYA) today announced its technology partnership with the largest private bank in Indonesia, Bank Central Asia (BCA), enabling a major digital transformation that will revolutionise how the Bank engages with its customers.
This announcement was made today at Experience Avaya Indonesia, an event focused on the future of digital communications. BCA has adopted a full suite of Avaya solutions in five contact centres with over 1,500 customer agents – a move designed to deliver an enhanced and seamless experience for highly mobile, fast-paced BCA customers in and around Indonesia’s main cities. Customers are already using MyBCA, a one-stop centre providing a range of services such as ATMs, account registrations, credit card applications, offering customers added convenience of conducting banking transactions at one location. MyBCA includes a customer service terminal with video call capabilities co-created with Avaya, that can connect customers with a contact centre agent via video.
BCA has seen steady customer growth since launching MyBCA. Sami Ammous, Managing Director, ASEAN at Avaya, said: “We are delighted to be working with BCA on its digitalisation strategy, which is designed to transform the Bank’s customer service experience – a major differentiator for increasingly sophisticated customers deciding whom to bank with in a highly competitive environment.”
Nathalya Wani Sabu, Executive Vice President of Center of Digital Division at Bank Central Asia, said: “Avaya solutions have enabled us to elevate the experience of our customer base, giving the Bank a significantly more competitive edge and driving business growth. Technology has changed how our customers bank and shifted their expectations. The Avaya solutions we have adopted leave us exceptionally well placed to deliver what our customers need.”
Companies around the world depend on Avaya contact center solutions to transform their customer service and support operations, and Avaya was recently positioned as a Leader in the 2018 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, marking the 17th time that Avaya has been in the position. Companies in the Leaders quadrant of the Gartner Magic Quadrant are defined as “companies that execute well against their current vision and are well positioned for tomorrow”.
In addition to having already adopted Avaya’s Aura Experience Portal, Interaction Center and Call Management System, BCA has announced that it intends to roll out further Avaya digital initiatives across Indonesia throughout the coming months.
About Avaya and BCA
BCA implemented a range of Avaya solutions to overcome the challenges they faced, including:
- Aura Experience Portal: provides a single point of management all automated voice and multimedia applications and services. It includes robust management, reporting, development, and virtualisation capabilities that help reduce costs and simplify operations.
- Interaction Center: helps optimise use of resources to deliver exceptional customer care and service across any chosen voice, email, or web communication channel.
- Call Management System: a database, administration, and reporting application that helps organisations identify operational issues and take immediate action to solve them. It is designed for complex contact-centre operations and high call volumes.
Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA. For more information, please visit www.avaya.com.
About PT Bank Central Asia Tbk
PT Bank Central Asia Tbk (BCA) is one of the leading private banks in Indonesia focusing on business banking transactions, credit loan facilities, and financial solutions for the corporate, commercial and SME, as well as individual customers. At the end of March 2017, BCA facilitated banking transactions for more than 16 million customers, through 1,213 branches, 17,207 ATMs, and over 400,000 EDC, supported by 24-hour internet and mobile banking.
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