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Krungsri Transforms Banking Experience for Mobile-first Generation with Avaya

Advanced Avaya business communications infrastructure enables leading Thai bank to manage more than 1 million customer service calls monthly
Bangkok, 2016 –Krungsri, one of the fastest-growing financial institutions in Thailand, has implemented Avaya best-in-class business communications systems with advanced Interactive Voice Response (IVR) technology in its contact centre to transform its customer experience.
With digital banking channels growing at an exponential rate, connecting with the always-on, always-connected, mobile-first younger generation is essential for growth and business continuity for any financial institution. 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.
Today’s tech-savvy consumers expect a seamless, consistent experience across all different banking channels – from the branch, all the way to digital and interactive experiences. The advanced IVR system is capable of handling more than 1 million calls a month and the latest upgrades enhance business continuity and provide a solid platform to support multi-channel growth.
As the largest card issuer, servicing more than 6.2 million accounts across 609 branches and over 21,400 service outlets across Thailand, Krungsri has been working with Avaya for 18 years to deliver cost-effective, integrated, personalised customer experiences across a comprehensive range of banking, consumer finance, investment, asset management and other financial services.
“Avaya solutions have been perfect for our business enabling us to run our operations with stability, cost effecitiveness and giving us 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 solutions have been selected by Krungsri to deliver first-class customer services experiences, enhance collaboration across different business and support multi-channel growth. The benefits include:
  • Ability to manage higher call volumes: Avaya’s advanced IVR system is able to cost-effectively manage 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 are able to complete more transactions easily – meaning they are more satisfied 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, we have 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 new high levels  of engagement with their customers.” Richard Spence, Managing Director, ASEAN, Avaya
“We keep looking around and comparing Avaya with others, but we always come back to the same key point: with Avaya we have a base, and above all stability. As you look ahead, that’s what you need,” said 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 69 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 groups. 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 609 branches and over 21,400 service outlets nationwide. Through its business units, Krungsri is the largest card issuer in Thailand with 6.2 million accounts (credit cards, sales finance and personal loans) 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 through CFG Services.
Krungsri is strongly committed to the highest level of integrity in conducting its business. All Krungsri Group companies were recently 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.  Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.  For more information please visit
Certain statements contained in this press release are 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 expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements 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 Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

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