Jebsen & Jessen Communications Deploys Avaya Aura Contact Centre to Bank in Indonesia

Regional Business Unit Jebsen & Jessen Communications Indonesia (JJCI) is proud to announce that PT Bank Perkreditan Karyajatnika Sadaya (BPR KS) has transformed its communication infrastructure with Avaya’s latest integrated call centre solutions. They are the first microfinance bank in Indonesia to use Avaya call centre solutions.

A company engaged in banking since 1990, BPR KS currently operates one central office, 20 branch offices and numerous subsidiaries. As its customer base continues to increase, the company puts growing emphasis on providing excellent customer service. Therefore, BPR KS decided to improve its call centre and approached JJCI. Subsequently, JJCI studied and re-evaluated the current infrastructure design and proposed the latest Avaya Aura Contact Centre 6.0.

The new solution provides agents’ status information in real-time and is able to determine whether the agent in question is ready to serve or is currently serving another customer, in that case, the system automatically forwards the call to the next available operator. This feature dramatically reduces the number of call queues and improves customer satisfaction.

As a result of this, the overall performance of agents in BPR KS has increased by 40% and on top of which, the new design re-engineered the entire work processes and transformed the former customer-servicing contact centre into a wholesome revenue-generating, profit centre.