Contact Center Technology Refresh
by Angel Alvarez
The Enterprise Communication, Collaboration, and Security (IT-ECCS) held its first town hall meeting for 2022 to align the team on the current transformational projects each domain of ECCS has.
The Branch and Head Office Support team highlighted the Branch Transformation and Innovation Campus Project, which aims to provide a futuristic hub for collaboration and foster innovations for UnionBank. The team also provided updates on the team’s support status within SLA, enabling UB employees to work efficiently.
The Unified Communication and Collaboration Team shared updates on the Contact Center Tech Transformation using Twilio and Outsystems, which improves UB’s internal contact center process and customer experience by having a scalable and native cloud platform. The team also discussed Unified Automations within Office 365, which improved and increased productivity through efficient digital collaboration.
Network Planning and Network Operations Team emphasized the Network Transformation accomplishments for HO and the Branches using Huawei technology and the cloud projects in connection to the network operability. The project benefits all UnionBankers because we get close to 100% reliability in a secure environment.
The Information Security highlighted the Cloud Projects under Amazon and Azure concerning securing our firewalls and connectivity to ensure access across all platforms.
With great collaboration and communication across the team, we can support the Bank’s initiatives and initiate improvements to the overall enhancements of UnionBank.