Case Study: AmBank Group achieves reduced costs and improved contact‑centre manageability with Alvaria

Aspect solution helps company leverage unified communications to reduce costs and improve contact centre manageability

AmBank Group, one of Malaysia’s leading financial services organizations, faced fragmented contact-centre operations across multiple sites with paper-based records, high abandon rates and about 20% agent attrition. The decentralized model made it hard for agents to reach the right customers at the right time, driving labor inefficiencies and prompting a need to consolidate channels and reduce the cost and complexity of disparate point solutions.

AmBank deployed Aspect Unified IP and Aspect Workforce Management across more than 400 seats, centralizing operations into two hubs, uniting voice, email, web and fax, and integrating with 10+ enterprise systems. The platform enabled predictive dialing, real-time tracking, better forecasting and optimized scheduling—cutting abandon rates within a month, delivering ROI within a year for the collections centre, improving first-call resolution and producing significant annual cost savings while transforming the contact centres into award-winning operations.

AmBank Group

Margaret Koh

Head IS, Customer Management & Distribution