Standard Chartered gets customer experience revamp with Avaya
Standard Chartered is partnering with Avaya to deliver a multi-year client experience transformation project to support its clients’ modern digital lives.
The Avaya OneCloud Private solution aims to enable organisations to unify communications and contact centre solutions delivered on their own private cloud.
“This creates greater efficiencies in our structure, with agents being able to transition between all channels, benefiting from the context of previous conversations,” says Stuart Beaumont, global head, voice and virtual, Standard Chartered.
“Avaya’s platform also offers us the flexibility of engaging third party organisations so that we can continue to evolve and offer best in class channels and a great experience for our clients.”
Standard Chartered says it is experiencing an increase in digital adoption, with 49% of clients now actively using online or mobile banking compared to 45% in 2017 – not a great increase.