Karachi, Pakistan - ZRG International, a Unified Contact center and CRM solution provider, announced that Al Baraka Bank Pakistan Limited, a rapidly growing Islamic Bank, has selected ZRG's OneView CMS software to enhance the Complaint Management operations, compliance and reporting functions.

Al Baraka Bank Pakistan is a success story with assets in excess of PKR 165 Billion a workforce of over 2,800 professionals and a network of over 185 branches in 92 cities and towns across the country.

Al Baraka Bank Pakistan is a subsidiary of Al Baraka Banking Group (ABG), a Bahrain Joint Stock Company, with authorized capital of ABG is US$ 2.5 billion asset base of around US$ 26 Billion and total equity of US$ 2.3 Billion with Banking units and representative offices in 17 countries spanning from Europe to MENA and Asia, with a network exceeding 700 Branches and Standard & Poor's rating at BB- with a stable outlook (long term) / B (short term) respectively.

With a vision for unrivalled services, dedication to Islamic principles of banking, increasing network points, and with a growing customer base and their needs, along with compliance requirements, Albaraka Bank was looking for ways to add more innovation and efficiency in the complaint resolution and contact management function. Al Baraka Bank evaluated multiple solution providers and found that OneView CMS by ZRG was the most flexible and cost effective platform for the current and future requirements of the Bank.

OneView CMS by ZRG is the contemporary platform for managing complaints, inquiries and requests from customers, non-customers and internal users. The solution is designed with the aim to accelerate business processes from routine to extra ordinary, take best practice to next level, drive the costs down and refine the customer experience. It provides complete, open standards based integrated and high availability platform for best-of-breed business applications engineered to work together.

OneView CMS is a lot more than complaint management software. It is a full featured workflow based case management system that can handle customer issues, service requests, inquiries and leads from customers, non-customers and internal users. It is a one-window solution that provides enterprise wide coverage and capabilities for the users, teams and departments delivering several strategic and operational benefits such as:

• Efficient and documented workflows and user activities
• Eliminate redundant data versions, data duplication
• Increase visibility and impact of KPIs, bottlenecks, recurring cases
• Improve linking with backend systems and middleware
• Paperless office
• Seamless integration with the contact center
• Adherence and compliance with quality standards and regulatory requirements

OneView CMS enables a business to group together the complaint items into distinct types and categories such as Credit, Recovery, ADC, Branch Banking, Bancassurance, etc. The manager can create any number of types and categories without any limitations. This enables the managers to get granular reporting to identify good performance as well as the bottlenecks.

OneView CMS delivers comprehensive multi-department based processing of case items with TAT definition, escalation matrix and monitoring for each department. Registered case items can be routed to the concerned department automatically or manually as per item settings. Users can add notes and attachments such as images and documents related to the case item. System keeps track of all processing history for each case with date and time stamping.

OneView CMS provides software interfaces for different types of user roles. The contact center agent and branch office front desk user can register new case items received via phone calls, emails and customer visit. CMS back office department users receive, process and resolve the case. The Complaint management team users close the resolved case items after doing the verification. This team also monitors the pending tasks and intervenes if a task is unattended within the given time.

OneView CMS helps you to achieve paperless office by using dynamic eForms to speed up internal processing. Any number of eForms can be defined and routed for processing and resolution, each with its own TAT and escalation. There is no upper limit.

OneView is a fully customizable and seamlessly integrated software solution stack with a uniquely flexible architecture makes it possible to customize any aspects of the system to meet customer needs, such as alerts, management dashboards and integration with the backend hosts.

OneView CMS comes with a wide range of pre-built reports for department and category based detailed and summarized MIS requirements. There are options for data extraction and custom reports can be added as per company requirements.

With OneView CMS software, Al Baraka Bank is well positioned to deliver enhanced customer satisfaction and play an important role in further growing an industry which has witnessed tremendous growth over the last 15 years.

Having assets in excess of Rs. 165 Billion a workforce of over 2,800 professionals and a network of over 185 branches in 92 cities and towns across Pakistan, Al Baraka Bank Limited caters to a diverse cross-section of the economy including the Corporate, SME and Consumer sectors with products and services including Murabaha, Ijarah, Musharakah and Islamic Export Refinance, etc.,

Faced with growing challenges in this rapidly developing market, ABPL strongly relies on its ability to be an effective and efficient market player through renewed focus on superior customer service, development of Islamic alternatives to conventional financing facilities, and strict adherence to Shariah rulings and principles.

Moreover, various Shariah compliant deposit schemes are also available for customers to invest their funds in, along with a variety of other ancillary services such as online branch banking, Al Baraka Mastercard Debit Card, Al Baraka UnionPay Debit Card, Al Baraka QR facility, Al Baraka Mobile Banking Application, SMS banking, InterBank Funds Transfer, E-Statements, Electronic statement of accounts, Safe Deposit Lockers, Internet Banking and Utility Bills payments.

Al Baraka Bank (Pakistan) Limited is devoted in providing customers with a range of Shariah compliant products to suit their banking needs. It is part of ABPL's commitment, to put the customer's values foremost, hence providing them with a banking solution that is in line with their beliefs.

The Pakistan Credit Rating Agency (PACRA) has assigned long-term and short-term rating entity A, and A1 respectively to Al Baraka Bank Pakistan.

Founded in 1994, ZRG is an Information and Communication (ICT) solutions company with over 25+ years of performance and local industry experience and a mission to help our clients achieve their targets in customer satisfaction, business process automation and optimization goals.

ZRG offers a full range of integrated and flexible turnkey solutions covering all aspects of business communication and relationship management with the Contact Center, CRM, Contact center management, self-service IVR and campaign management.

ZRG has successfully delivered comprehensive and flexible solutions and satisfactory support services for over 450+ projects in the national and international markets. Our active users include leading brand organizations such as

Bank AL Habib Limited,
Al Baraka Bank,
Samba Bank,
Silk Bank,
SME Bank,
Telenor Microfinance Bank,
Finca Microfinance Bank,
HBL International, UAE,
Bank of Khartoum, Sudan,
Bank Alfalah, Bangladesh,
BIPL Securities,
SGS Pakistan,
Sui Southern Gas Company,
Pakistan State Oil and
Toyota Indus Motor Company.

several more to be announced very soon

Each day, on every project, we deliver value through our accumulated technical knowledge and project management skills. Our expertise delivers immediate benefits to our clients with cost and time savings. Our solutions deliver increased operational efficiency and staff productivity to our valued clients. This is what we do. We deliver beyond expectations.

Contact Info:

Digital eDesk Team
ZRG International

| Africa | Bangladesh | Gulf | Pakistan |

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eMail: support.center@zrg.com

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