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.
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
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
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
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.
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
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
SOS Children's Villages Sri Lanka
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.
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.
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
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.
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.
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