Amãna Bank is the first and only Licensed Commercial Bank in Sri Lanka to conduct all its operations under the principles of Islamic banking. As a result, Amana is fully disengaged from interest-based transactions, offering the full spectrum of Retail Banking, SME Banking, Corporate Banking, Treasury, and Trade Finance Services.

Amãna Bank was recognized as the Best 'Up-and-Comer' Islamic Bank of the World by 'Global Finance Magazine' at the 18th Annual World's Best Banks Award Ceremony held in Washington DC, USA. The Bank was also bestowed the coveted title 'Islamic Finance Entity' at the inaugural Islamic Finance Forum of South Asia Awards Ceremony. Fitch Ratings has assigned Amãna Bank with a National Long Term Rating of BB(lka) with a Positive Outlook.

Challenge

When Amana went for a commercial banking license, they wanted to establish a unified communication platform in the head office connecting the DR center and its thirty-two branchers. In addition, Amana wanted to have a fully redundant infrastructure to work even with link failures and hardware failures.

The next step was implementing an omnichannel call center as the primary contact for banks' all services.

Amana had another challenge where the Board of directors was distributed across the globe, and having board meetings using video conferencing was a challenging and a costly affair

Our Solution

We’ve deployed our Nextconnect Communication stack, including PABX, e-Fax, call recording, IVR, and contact Center modules at the Amana Bank head office, and for BCP fully equipped Disaster Recovery site with automatic failover was deployed.

32 Branches were connected with Zycoo IP PABXes and Realtone Voice Gateways.

On-premise video conferencing solution with a 16 channel MCU was our solution to cost-effective board meetings with real presences.

Citizens Development Business Finance PLC (CDB) is a multi-award-winning financial institution with a history of over twenty-five years, ranked within the top five largest licensed financial institutions among 46 Non-Banking Financial Institutions (NBFI) in Sri Lanka. CDB is licensed by the Monetary Board of the Central Bank of Sri Lanka under the Finance Business Act no 42 of 2011 and registered under the Finance Leasing Act No. 56 of 2000. A listed public company on the Main Board of the Colombo Stock Exchange, our network spans 71 online-connected outlets across major cities in Sri Lanka while possessing an asset base of over Rs. 90 Bn.

Challenge

CDB required to implement a Contact Center solution to be the center for all of their customer interactions. Further, CDB wished to manage their service levels and KPIs maintaining customer satisfaction at the highest level.

Another most significant challenge was to integrate the Contact Center solution with the core banking application maintaining central bank compliance needs and maintaining the highest information security

Our Solution

iPhonik implemented our Nextcontect omnichannel Contact Center covering inbound and outbound operations. Our solution comprises four decentralized contact centers covering recovery, custom onboarding, churn management, and inbound process. Even though the contact center is decentralized, supervisors and the administration can see the status of the call center from a single web interface.

Currently, Contact Center has more than 120 agents distributed among 4 locations, and the Nextconnect servers are located at the CDB data center and DR Center. The Nextconnect system is interconnected with the core banking application using a customized API to provide seamless information to Contact Center agents.

Founded in 1949, SOS is the largest nongovernmental organization dedicated to the care of orphaned and abandoned children. Impact the lives of vulnerable children and families across 134 countries and territories through their family support and care programs, medical centers, schools, emergency relief efforts, and five hundred and seventy SOS Villages.

Challenge

In 2016 SOS nongovernmental organization funded through donor community had the following challenges in the process they were using to acquire new donors.

SOS Wanted to create a single potential donor list even though they get these contacts from different resources. They had difficulties managing customer comments and feedbacks and scheduling calls as customers' requests and finally converting the maximum percentage from their potential donor list to be their active donors.

Our Solution

We implemented our Nextconnect Contact Center solution as a fully automated outbound contact solution. Further, we integrated the entire lifecycle management workflow application for SOS to manage potential donors, convert them to active donors, and manage the donors' interactions.

In 2021 January, after five years, SOS upgraded the contact center solution to our newest version with work from the home module and many more feature upgrades.

Union Bank PLC, established in 1995 as the 8th indigenous Bank, Union Bank is amongst the top 5 private commercial Banks in Sri Lanka in market capitalization, offering a full range of products and services to personal and commercial finance sectors.

Challenge

The year 2014 marks significance for Union Bank with TPG, the US-based global investment firm with $67Bn in capital under management acquiring 70% equity in the Bank. However, with foreign investment, stakeholders were distributed across the globe. Information sharing and online meetings were required to plan and monitor strategies.

Union bank looked at a video conferencing solution with Simple Deployment, Multiparty conferencing using Desktops, Laptops, Tabs, Smartphones, Cost-effectiveness, and Online presentations.

Our Solution

IPhonik deployed our multiparty on-premise video conferencing solution at Union Bank, connecting their board room and users with real presence technology. Desktop and mobile meetup clients were used to connect Desktops, Laptops, Tabs & Smartphones. Simple configuration enabled them for quick deployment. The solution helped them to conduct one to one board room meetings as well as multiparty conferences among mobile users on the go