How UnionBank is modernizing the customer experience with Twilio

UnionBank of the Philippines, a tech-savvy bank, is modernizing its customer experience by leveraging Twilio's platform to create innovative financial solutions that prioritize customer empowerment and trust. The bank has successfully transformed its contact center platform from on-premise to 100% cloud, achieving significant benefits such as increased self-service automation, reduced average handle time, high availability, and improved scalability. By adopting a cloud-based approach, UnionBank is better equipped to deliver personalized services, improve platform availability, and provide customers with seamless experiences across all touchpoints. With Twilio's help, the bank has seen notable improvements in customer service metrics, including 60% more self-service features, an optimal user interface, and real-time view of contact center metrics. UnionBank is committed to staying ahead of the curve in personalized banking services and continues to innovate with Twilio to lead the future of banking.

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