Bank Islam Brunei Darussalam Berhad (BIBD)
Customer Interaction Management
About Bank Islam Brunei Darussalam Berhad (BIBD)
Bank Islam Brunei Darussalam Berhad (BIBD) is Brunei’s largest bank and flagship Islamic financial institution. It was formed by the 2005 merger of two earlier local Islamic financial institutions, Islamic Bank of Brunei and Islamic Development Bank of Brunei, and began operations in 2006. With majority government shareholding, it is also committed to Brunei Darussalam’s National Vision 2035 of attaining developed nation status.
- Lack of Advanced ACD & IVR
- Unable to identify callers
- Inaccurate and brief reports
- No multi media wallboard customisation
- Integration with pre installed CRM
- 24X7 customer care center
- Customised reports
- Able to track callers
BIBD runs a 24X7 customer care center to help customers for their banking queries. To effectively manage calls, they required a proper contact center solution to meet their requirements. Understanding their business needs, Drishti offered them AMEYO, a viable solution to address their business challenges. The IP-based solution rich in features like the IVR, Logger, and ACD supplied them with the best assistance. The IVR helped them handle the long wait time of the calls as it automatically provided all the basic information to the customers through the voice responses.
Similarly, the ACD automatically routed customers to the suitable agents who were able to offer them with prompt answers to their queries. It also ensured them a greater customer satisfaction as they were now automatically routed to the suitable agents who instantly solved their queries and doubts. Apart from these benefits, BIBD was able to efficiently customize their reports. The solution they were using previously gave them brief reports and inappropriate reports.