Leading Thailand Financial Institution Transforms the Banking Experience for Mobile-first Generation with Avaya

19 May 2016

Avaya Customer Engagement Solutions enable Krungsri to manage more than 12 million customer service calls annually

Bangkok, Thailand - May 19, 2016 –Krungsri, one of the fastest-growing financial institutions in Thailand, has implemented Avaya Customer Engagement Solutions to transform its customer experience for the mobile-first generation. 

Growth in digital banking channels is driven by the need to keep the always on, mobile-first customer connected across their choice of channels and provide a seamless experience all the way from the local branch to interactive experiences. According to a global research report commissioned by BT and Avaya in 2015, 82% of consumers today say it should be easy to contact organizations by all channels.

“Avaya solutions have been perfect for our business, enabling us to run our operations with stability cost effectiveness, and the ability to integrate the customer experience solutions with our other systems,” said Chanchai Lerdtaweedej, Senior Vice President, Telecommunication and Call Center Management System Section, Krungsri.

Avaya Customer Engagement Solutions, including the Avaya Aura Experience Portal enable Krungsri to handle more than 12 million calls annually with a first-class customer service experience that delivers the following benefits:

▪             Ability to manage higher call volumes: The Avaya interactive response system cost-effectively manages the high volume of customer service calls in line with Krungsri’s phenomenal growth in Thailand and across Asia.

▪             Faster response to customer needs: Customers can complete more transactions easily for increased satisfaction with the service.

▪             Standardization across the business: Different business units such as the banking division and credit card can now work seamlessly together, removing layers of complexity.

▪     Enabling growth through IT transformation: Investment in new technologies such as voice recognition and authentication, all easily supported by the Avaya platform, will enable Krungsri to provide an even better customer experience.


“The digital economy is changing the way we live and work and the banking industry has always been known as an early adopter. For more than a decade, Avaya has worked with Krungsri to deliver solutions and services that accelerate the transformation of their customer experience and now, with the younger and more-tech savvy and connected generation, we bring the right solution to support Krungsri in achieving a higher and new levels of engagement with their customers.”

--Richard Spence, Managing Director, ASEAN, Avaya

“We put customer expectations and experiences at the heart of our business. Innovation is important as one of the primary ways to differentiate our products and service excellence from others in the market. Through the application of digital innovation and cutting-edge technology, we are able to build and sustain long-lasting relationships with customers across all segments, including mobile-first generation.”

--Voranuch Dejakaisaya, CIO, Krungsri


About Krungsri

Krungsri (Bank of Ayudhya PCL and its business units) is the fifth largest financial group in Thailand in terms of assets, loans, and deposits with 71 years of history in the country. Krungsri is a strategic member of the Mitsubishi UFJ Financial Group (MUFG), Japan’s largest financial group and one of the world’s largest financial organizations. Krungsri provides a comprehensive range of banking, consumer finance, investment, asset management, and other financial products and services to individual consumers, SMEs, and large corporations through 675 branches (638 Banking Branches and 37 Auto Business Branches) and over 27,000 service outlets nationwide.  The Krungsri Group is the largest card issuer in Thailand with 7.7 million credit cards, sales finance, and personal loan accounts in its portfolio; a major automobile financing service provider (Krungsri Auto); one of the fastest growing asset management companies (Krungsri Asset Management); and a pioneer in microfinance (Ngern Tid Lor).

Krungsri is strongly committed to the highest level of integrity in conducting its business. All Krungsri Group companies have been awarded accreditation from the Private Sector Collective Action Coalition Against Corruption (CAC) in collaboration with industry peers and stakeholders on a zero tolerance approach to corruption.

About Avaya

Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.  For more information please visit www.avaya.com/apac/.

Certain statements contained in this press release may be forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology.  We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these are reasonable, such forward looking statements involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results to differ materially from any future results expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements.

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Christina Knittel