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HSBC Innovates Call Center System with Advanced IVR Technology
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HSBC Innovates Call Center System with Advanced IVR Technology

 
January 10, 2014

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  By Rajani Baburajan, TMCnet Contributor
 


HSBC Bank Egypt, a leading international bank in that country, has upgraded its call center system with advanced Interactive Voice Response (IVR) technology from HSBC Group.


The IVR system is capable of meeting multiple customer requirements without agent intervention, HSBC said. Egypt is the first country in the MENA region to offer this technology.

The new system provides automated customer identification against customer details maintained on the bank’s systems. It offers a wide range of services including instant changing or requesting of the customer’s phone banking PIN or card PIN, request for a new check book, credit card payments, statements, and more.

Egypt continues to be one of the Group’s top 20 priority markets, and one of its top three markets in the MENA region, said Ranjan Sen, head of Retail Banking and Wealth Management at HSBC Bank Egypt.

“At HSBC Bank Egypt we continue to invest in upgrading our infrastructure and introducing new products and services, with a special focus on the latest technology available in the Group,” Sen said. “We will continue to introduce such technology in the Egyptian market to ensure our customers enjoy an easy, safe and convenient banking experience.”

Mobile banking is becoming widespread across all markets. HSBC was the first bank in Egypt to launch mobile banking. Launched in 2012, the service offers a unique user experience through a smartphone application with an exclusive look and feel, and simplified navigation.

"As an international bank, we are keen to introduce the latest global technology in the Egyptian market, offering our customers the newest products and services available globally in the HSBC Group to our customers in Egypt,” Sen added.

HSBC also boasts another first in the Egyptian market – the HSBC Secure Key-- that offers HSBC customers in Egypt an extra layer of security when accessing their accounts online. The service is offered free of charge to Egyptian customers. 


Edited by Rory J. Thompson
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