ORIGIEN Next-Gen Digital Infrastructure
Distributed Core Banking System
Distributed Financial PaaS
Data Middle Platform
Digital Marketing
Risk & Compliance
Payment & Settlement
Channel Solutions
Credit Management
Transaction Banking
Open Banking
Digital Operation
QA Platform
AI Applications
Industry SolutionsCall Center System for a Commodity Exchange
To support digital transformation, the exchange sought a multilingual call center with unified multi-channel access, data integration, and centralized operations to reduce costs and optimize workforce utilization.
The original Cisco-based platform was replaced with the GienTech Integrated Communication Platform, integrated with a smart customer service system (CSR) and ASR modules to support intelligent, multi-channel engagement.
The deployment streamlined futures business lines across the exchange. Smart IVR navigation reduced misrouted calls and improved customer experience. Post-launch statistics showed a 24% month-over-month drop in call misrouting and a 5% increase in average agent connection rate, further strengthening the foundation for future marketing initiatives.
