Commercial Bank signs up with Duo Software’s ‘FaceTone’ application

Commercial Bank Assistant General Manager IT Krishan Gamage exchanges agreements with Duo Software (Pvt.) Ltd CFO/Director Jennifer Samuel Perera in the presence of (from left) Commercial Bank Head of Operations Priyanthi Perera, Manager Procurement Department Rangika Rodrigo, Manager Digital Banking Sonali Gunasekara, Head of Card Centre Thusitha Suraweera, AGM Services Chinthaka Dharmasena, AGM Operations S. Prabagar, Manager IT Operations Thilan Jayathilake, AGM IT Krishan Gamage, Duo Software  CFO/Director Jennifer Samuel Perera, COO Anjana Chandrathilaka, Head of Product and Market Development Ajeewan Aru, Senior Project Manager Chandana Wijesuriya and Legal Officer Nilakshini Goonawardena

Duo Software (Pvt.) Ltd, a provider of communication and collaboration solutions via its FaceTone application, recently signed up with Commercial Bank of Ceylon PLC, the largest private bank in Sri Lanka.
FaceTone will help provide Commercial Bank with an efficient and high-performance customer support centre solution, which will provide heightened customer experiences with increased customer satisfactions, keeping in line with its reputation for being a trendsetter.
FaceTone will empower Commercial Bank’s customer support centre to operate on a new level of functionality, fuelling up the inbound and outbound customer interactions across an Omni-channel platform. Omni-channel platform provides the capability of communicating via multiple channels such as voice, voicemail, Email, SMS, social media, Skype and web chat. 
Building on Duo Software’s heritage of providing easy and transparent management of all customer support centre functionalities, FaceTone provides the ability to supervise the client’s agents using tools including agent monitoring, real-time reporting and quality assurance.
“We are extremely delighted to work with Commercial Bank, one of the most technologically advanced and innovative financial service providers in Sri Lanka to deliver a heightened customer experience that will nurture customer relationships and increase customer satisfaction, while pushing the boundaries of traditional communication and collaboration solutions with a wide array of features,” said Duo Software (Pvt.) Ltd Chief Operations Officer Anjana Chandrathilaka. 
With the highly automated self-service interactive voice response (IVR) system integrated to FaceTone, Commercial Bank will be able to provide24/7 tele-banking services including verifying account/credit card balance, card activation/blocking, loan requests and chequebook request.
Cutting-edge technology enables FaceTone to provide an intelligent request routing algorithm to route any calls, SMS, chats or even social media interactions to directly call centre agents based on the pre-allocated skills such as language fluency, knowledge, expertise, etc. Innovative call routing techniques used in FaceTone swiftly matches the caller in the queue to the relevant call centre agent in order to assist them by providing the personal information and the previous interactions of the customers from the in-built CRM feature, agents can involve with customers swiftly and provide a superior service. 
The comprehensive Help Desk Module built in to the FaceTone CRM provides the capability of creating tickets and assign to relevant parties, ensuring the service levels are maintained as per to the standards and to build a strong relationship with the customers. Duo Software believes that the unique approach towards transforming Commercial Bank’s customer experience will enhance its competitive advantage and create a satisfied customer base, assisting it in achieving its business goals.