Affin Bank Berhad has over 6,400 employees and 110 branches. Its ethos of “Banking Without Barriers” communicates its goal to remove the boundaries and friction common in the banking process. The latter means reaching out to the customers, improving relationships with them, making each one of them feel privileged, and enhancing a new approach to banking and changing the face of conventional banking.
In recent years, Affin Bank Berhad aimed to adapt its contact center to changing customer needs. This meant upgrading to the right tools and processes to continue providing best-in-class customer experiences. As its customer base continued to grow, the bank wanted to transform the contact center to support email, SMS, chat and social media. And to realize these customer-centric aspirations, Affin Bank Berhad sought a seamless, easy-to-use omnichannel solution, powered by digital innovations at every customer touchpoint.