ZRG International is an IT & Telecom solutions and system integration company that specialises in the area of Telephony, CTI and Contact Centers. ZRG has helped organisations increase customer satisfaction and revenues by improving business communication and customer contact management functions.
ZRG solutions are deployed in majority of the contact centers in the country, and are being used by millions of users who use self-service applications and the contact center agent services.
Majority of the contact centers in the country are using open standards based contact center solutions and have achieved great productivity, faster deployment, quick and simplified integration and a one-window support model. These customers include leading Banks, Telecoms, Shipping, Courier and Insurance companies.
ZRG has been growing and expanding faster like any other IT and Telecom solutions company in terms of customers, revenues and team members, and have continued to do so during the past few years. Following are some of the Contact Center deployments that took place during the last one year.
BANK ALFALAH LIMITED Bank Alfalah, the nation's highly successful mid-sized bank expanded its customer support contact center by setting up another location in Lahore to maintain its well-known quality of customer services and support.
This model of operating customer services is known as Integrated Multi-node Contact Center. The new setup is equipped with the latest state-of-the-art contact center technology installed and supported by ZRG International. Before this expansion, the bank was providing services to the customers through its contact center facility in Karachi.
Due to the enormous growth in customer base and the call volume, Bank Alfalah management expanded the contact center capacity by setting up another node in the city of Lahore to maintain the quality and response time.
The new approach implemented by ZRG International gave Bank Alfalah the flexibility to have multiple locations fully integrated with each other to achieve functionality such as transparent call transfers between two sites, load balancing and sharing, overflow traffic handling and coverage during disaster recovery.
UFONE The fastest growing GSM cellular service provider, Ufone, implemented advanced IVR technology from ZRG International to provide more convenience and simplified access to its subscribers of U-Circle package.
Due to the overwhelming response to the U-Circle package plan with lower call rates, the call load at the customer service call centers increased significantly because the process of getting the favourite numbers registered required assistance of a live operator.
ZRG International, the market leader in advanced telephony solutions in the country offered an advanced and flexible automated solution for the project through which subscribers can dial at any time to register their desired numbers by using simple and easy-to-follow instructions in local language.
Due to its previous experience and vast knowledge of working in the telecom sector, ZRG was awarded the project and the company was able to complete the project well before time.
TCS TCS, the No 1 express courier service provider in the country started the operation of its modern customer services and support contact center. The multi media enabled contact center technology solution has been provided to TCS by ZRG International, nation's market leader in open standards based CTI technologies.
TCS has recently established a full-service contact center facility in the newly built premises near Karachi Airport. After comprehensive evaluations of the offered solution and visiting working contact centers within Pakistan and abroad, TCS decided to award the contract to the IP based solution by ZRG because the proposed solution by ZRG International offered the highest price-performance ratio, latest technology features and complete customisation capabilities available locally.
ALLIED BANK LIMITED Allied Bank Limited, a prominent and leading private bank, operating since 1942 currently having about 700 branches realised the need for having a call center. The call center provided by ZRG to ABL went live by the name of ABL Help Line and is currently handling nation-wide calls related to ABL product info, ATMs/Debit cards & FAQs, initially.
These customised and turnkey solutions are backed by a professional team with in-depth technical knowledge and a vast experience in dealing with contact center related issues.
NIB Bank NIB recently upgraded its Phone Banking Platform with a state of the art technology equipped with IVR, and an advanced, sophisticated and effective call routing and distribution mechanism to successfully handle and distribute calls from all over the country.
The latest open standards technology for Phone Banking has been provided by ZRG, the market leader in advanced contact center and CTI solutions. ZRG has provided NIB with highly sophisticated call handling and management tools that will allow the bank to manage the support services with complete documentation, service quality assurance and comprehensive MIS reporting.
MULTINET MultiNet, country's leading telecom service provider of DSL, Broadband and other value added services selected ZRG International to implement a next generation contact center solution. MultiNet is a subsidiary of Telecom Malaysia that is making significant investment in the telecom sector in Pakistan.
The management evaluated several offers from local and international market and after careful consideration, selected the open standards based, cost effective and a proven solution by ZRG International. ZRG has installed a next generation contact center solution at Multinet equipped with a sophisticated IVR, a smart ACD with the best Soft Phone in the industry, proper MIS reporting and a state-of-the-art call routing mechanism to bring country-wide calls on UAN to a single location.
NAFA NAFA, the premier asset management company lead by Dr Amjad Waheed, went live with the operations of its modern contact center facility. The state-of-the-art contact center has been established to provide timely information, answers to frequently asked questions and personalised assistance to the nation-wide customers.
The contact center has been equipped by the most flexible and advanced CTI technology by ZRG International, the market leader in contact center technologies. NAFA is a joint venture company established by National Bank of Pakistan, NIB Bank and Fullerton Fund Management Company (FFMC) Singapore.
In order to gain rapid market infiltration and to provide quality services to its customers, NAFA management launched their products with a fully equipped customer contact center.
NIFT NIFT, the nation's leading service provider for the financial industry uses the latest open standards CTI based IP Contact Center solution from ZRG International to facilitate its individuals and corporate entities in using Digital Signature and Public Key Infrastructure (PKI) for online tax payments.
NIFT - National Institutional Facilitation Technology (Pvt) Ltd is a trusted service provider and operates Automated Cheque Clearing Services in all the major cities of Pakistan. Digital signature (or public-key digital signature) is an encryption scheme for authenticating digital information and is now a mandatory requirement of CBR for the filing of various types of electronic tax returns.
The Contact Center solution at NIFT by ZRG International provides a very flexible and intuitive environment for handling calls, managing agents and maintaining service levels, unlike the traditional model of hard phones.
FPCCI TELECOM EXCELLENCE AWARD Federation of Pakistan Chamber of Commerce and Industries declared ZRG International as the winner of 1st Telecom Excellence Awards in the Contact Center Technology sector. Through the 1st Telecom Excellence Award initiative, FPCCI recognised market leaders and outstanding achievers in the Telecom sector.
The award ceremony, held in Karachi was chaired by honourable state minister for IT and Telecom, Mr Ishaq K. Khakwani along with Chairman PTA, Major General (R) Shahzada Alam Malik and Mr Chaudhry Muhammad Saeed, President FPCCI.
FPCCI award acknowledges the constructive role ZRG has played in the telecom industry growth through consultations, active participation and by creating the much needed awareness about contact centers and quality based customer services.
EFU LIFE ASSURANCE LIMITED EFU, the largest private sector life insurance company in Pakistan and ZRG entered into an agreement through which ZRG has provided latest open standards based CTI Contact Center Technology to EFU.
The project is aimed at providing convenience and timely services to large and diversified customer base of EFU with total documentation and quality assurance. With this customer centric approach, EFU Life is the first insurance company in Pakistan to set up a dedicated Client Service Contact Center facility to provide answers, product information and services to its customers. ZRG solution is based on open standards based technology bringing maximum flexibility and freedom to EFU.
THE BOTTOM LINE As these events indicate, ZRG has been winning call center contracts more than anyone else due to the superior world class technology and readily available expert support for all related professional and technical services. The existing customers of ZRG solution have expressed great satisfaction towards the solution performance and with the quality of post-installation support.
These activities in the most advanced and hi-tech area of ICT has raised Pakistan's IT profile in the international market and placed Pakistan on the map of Telecom system exporting countries. It is expected that such events and deployments would definitely be a help our country's call center industry be recognised on the international level.
ZRG CLIENTELE
FINANCIAL CUSTOMERS
-- Allied Bank Limited
-- Askari Bank Master Card
-- Atlas Bank
-- Bank Alfalah
-- Bank Al Habib
-- Faysal Bank
-- Metropolitan Bank
-- NAFA Asset Management
-- NIB Bank
-- NIFT
-- KASB Securities
-- PICIC Commercial Bank
-- Saudi Pak Bank
-- Lloyd's TSB Bank, Dubai
-- Prime Commercial Bank
-- Soneri Bank
-- United Bank Limited
CUSTOMERS SERVICES
-- EFU Life
-- PSO
-- TCS
-- SINGER
-- Serco Gulf, UAE
TELECOM CUSTOMERS
-- Mobilink GSM
-- Instaphone
-- Paktel GSM
-- Ufone
-- WorldCall Broadband
-- Multinet Pakistan
-- OVEX Technologies
-- Mobitel GSM, Tanzania
(The writer is Chief Executive Officer ZRG International)
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