To support this shift, E.SUN partnered with Unisys, drawing on more than two decades of call center expertise. Before deployment began, the Unisys and E.SUN teams worked closely together to develop and validate a fresh approach to customer service.

The solution uses the Genesys CTI platform to unify PSTN, mobile voice, web calling, email and chat on an open, scalable foundation. VoIP technology streamlines network infrastructure and drastically reduces the need for complex physical connections.

E.SUN took an innovative approach by integrating its internal AI system with the new contact center platform. This forward-thinking strategy upgraded traditional touch-tone menus with natural language processing.

Now, customers simply describe what they need at the start of each call. The system recognizes their voices, understands intent and routes calls intelligently. The system converts calls to text and flags suspicious keywords in real time, automatically triggering fraud alerts to protect customers.

A modern Agent Desktop significantly improved how agents manage and resolve customer interactions. Web-based technology enables true hot-desking through any Chrome browser, while Active Directory integration provides enterprise security with single sign-on. Most importantly, agents have the complete context to resolve customer issues quickly. With an instant view of previous interactions across all channels, agents no longer spend time searching for information.

Harvard Business Review (China edition) recognized E.SUN's achievement with the 2023 “Excellence in Operations” award, validating the bank’s innovative approach. The operational transformation delivered four core advantages: innovative experience, improved service, efficient operations and intelligent management. Service processing time has decreased by 60%, meaning customers now get answers in a fraction of the previous time. The bank handles increasing volumes while optimizing human resources, solving the challenge that initially prompted the initiative.

Customer satisfaction increased by 33%, reflecting an improved experience across every touchpoint:

• Intelligent voice navigation greatly reduces menu frustration.
• Virtual queuing offers callback options.
• Bilingual routing and elderly customer prioritization show how technology can deliver personalized service at scale.
• AI-powered fraud detection protects transactions while maintaining service responsiveness.

The open architecture and extensibility of E.SUN’s next-generation call center enable continuous enhancement, ensuring the bank can adapt as expectations and technologies advance. E.SUN plans to deploy an AI co-pilot for real-time agent assistance during conversations. The partnership between Unisys, E.SUN and Genesys demonstrates how technology, domain expertise and customer understanding combine to drive transformation.

• The Genesys CTI platform provided enterprise capabilities.
• Unisys brought application design and design expertise and implementation experience.
• E.SUN contributed deep banking knowledge and AI capabilities.