Case Study: UnionBank achieves rapid digital transformation, doubled sales and reduced OPEX with Alvaria

UnionBank Taps Aspect Software to Help with the Bank’s Digital Transformation

UnionBank, a leading Philippine universal bank known for embedding technology into its operations, set out to accelerate a digital transformation aimed at deeper customer engagement and greater financial inclusion. Facing low formal financial-service penetration and a heavy reliance on voice channels, the bank defined a three-point strategy—build a digital mindset, create a robust API and automation architecture, and re-engineer processes to be digital and paperless—to move customer interactions to digital channels.

To execute that vision UnionBank implemented Alvaria’s omnichannel contact center (Aspect Unified IP) plus Alvaria Quality and Workforce, alongside a new mobile app and chatbot and systems integration by Trends. The solution was deployed quickly and drove dramatic results: digital interactions rose from 26% to roughly 95–98% with volumes climbing past 3M, agent headcount fell from 30 to 16 while sales grew from ₱800M to a projected ₱1.8B, labor costs were nearly halved, and the bank recorded 33% core income growth, a 21% cut in customer-engagement OPEX and a 73% increase in sales—while delivering a transformed, paperless customer experience.

UnionBank

Dennis L Matutina

Executive Vice President, Center Head – Channel Development