Baraka Bank, Pakistan has deployed OneView Contact center solution by ZRG to deliver efficient services and enhance customer experience by offering convenience and flexibility to all customers.
Al Baraka Bank (Pakistan) Limited (ABPL) is a part of Al Baraka Banking Group (ABG) Bahrain, a leading international Islamic banking group in the gulf region, having presence in 13 countries.
With assets in excess of Rs. 70 Billion and a nationwide network of 89 branches in 37 cities and towns, Al Baraka (ABPL) strongly relies on its ability to be an effective and efficient market player through renewed focus on superior customer service and strict adherence to Shariah rulings and principles.
The Chief Executive Officer of Al Baraka Bank (Pakistan) Limited, Mr. Shafqaat Ahmed, while sharing his vision for the bank stated that, Being one of the largest Islamic banks in the country, we plan to launch many initiatives in the near future in accordance with the groups strategy to expand and penetrate deeper in the local market through further branch expansion and extensive focus on product innovation. He further added, Our bank will continue to invest in latest technologies and optimize the utilization of resources in order to bring high quality and value-added services to our customers.
In addition to skills-based routing, OneView solution has given Al Baraka, the functionality for self-service phone banking, call recording, supervisory monitoring and reporting.
Engaging new communication channels- to enhance the customer experience is one of our key drivers. With the availability of an efficient Contact Center Solution, we can be more close to our customers growing expectations. The automated and assisted service features will enable our customers to get information and services from anywhere at their convenience, without having to visit the branch, said Ms Farah Naz, who heads the Strategic Planning and Marketing department at Al Baraka Bank.
"We were looking for a contact center solution, which was flexible enough to be customized on our requirements, and scalable enough to fulfill our current and future needs.
We have teamed up with ZRG to provide us with the right blend of technical expertise, software solution and services , she further explained.
"OneView Contact center solution by ZRG is an open, one window software platform based on latest Power Media Technology from Dialogic Corporation, a leading telecommunication technology manufacturer. It offers advanced tools for efficient processing, documentation and contact center management."
By using the capabilities of OneView contact center solution, ABPL plans to introduce a whole new range of advanced services to satisfy the growing needs of its expanding customer base.
"Al Baraka will be able to adapt communications technology to meet customer needs instead of the other way around. We have been delivering innovative and cost-effective business communication solutions in the national and international markets for the last 15 years. Consequently, today we have a solid customer base which enabled us to provide growth oriented jobs to the talented IT professionals and enhance the IT-savvy image for the country , said Mr. Ayub Butt, Chief Executive Officer at ZRG.
About Al Baraka Bank Pakistan Limited (ABPL)
With a vision of becoming a one stop solution for Islamic financial services, ABPL offers a comprehensive product portfolio, which is fully Shariah Compliant and caters to individual and business requirements.
Various financing products are also available for investments such as Murabaha, Ijarah, Musharakah and Islamic Export Refinance etc.
Al Baraka bank (Pakistan) Limited, is a part of Al Baraka Banking Group (ABG), a Bahrain Joint Stock Company, listed on Bahrain and NASDAQ Dubai stock exchanges, which offers retail, treasury, corporate and investment banking services strictly in accordance with the principles of Islamic Shariah.
The authorized capital of ABG is US$ 1.5 billion; asset base of US$ 16.3 billion and total equity of US$ 1.8 billion. The group has a wide geographical presence in the form of subsidiary units and representative offices spanning from Europe to MENA and Asia, with a network exceeding 400 branches and is continuously expanding.
About ZRG International
Founded in 1994, ZRG is an ICT solutions company that offers a full range of flexible and integrated solutions for contact center, CRM, IVR, CTI, Call Recording and Complaint Management needs that deliver complete functionality, increased customer communication and satisfaction, reduced costs and improved staff productivity. ZRG has delivered successful turnkey projects to over 50 prestigious organizations, including sixteen leading financial service organizations and seven large-size telecom service providers in the international market. ZRG specializes in scalable solutions that provide a complete customer view across an array of channels including voice, e-mail, fax, web and IVR, enabling organizations to communicate seamlessly and effectively with their customers.
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