Assenta Service
Complaints and service requests, on the same platform
One service desk for cases, complaints and service requests. Staff see the whole customer, work every channel from one queue, and every case runs on a clock set to your regulator’s rules.
- Received and acknowledged by SMS
- Assigned to card services
- Customer also asked about a personal finance top-up
Who it is for
One desk for everyone who serves your customers
Contact centre
Calls, e-mails and WhatsApp messages arrive in one queue, with the customer’s history on screen and a drafted reply ready to check.
Branches
Branch staff log walk-in requests and complaints on the same desk, and the customer gets a reference number by SMS.
Complaints unit
Every complaint runs on a clock set to your regulator’s rules, and every step is recorded for review and reporting.
What it does
Everything a bank’s service desk needs
From the first contact to the closed case, in English or Arabic.
Customer 360
Who the customer is, what they hold with the bank, their open cases and every past contact, in one view.
Cases, complaints and requests
Log, assign and track every case, complaint and service request from the first contact to closure.
Your regulator’s clocks
Turnaround times follow your regulator’s rules, and the customer gets a reference number by SMS when the case is logged.
Every channel, one queue
Phone, e-mail, WhatsApp and branch requests land in one queue, so nothing waits in a separate inbox.
Knowledge base
Approved answers and procedures in one place, so every member of staff gives the customer the same answer.
An AI assistant for staff
Assenta AI summarises the case and drafts the reply, in English or Arabic. Staff check it before anything is sent.
Product requests sent to sales
When a customer asks for a product, one step records the request and passes it to sales.
Reports and audit trail
Volumes, turnaround times and open cases at a glance, and a record of every change: who, what and when.
Service to sales
When a customer asks for a product, sales hears about it
Service staff often hear about a need first. Assenta Service passes it to sales in one step, without leaving the case.
- 01
Capture it in one step
The member of staff records the product, the customer’s preferred time and their consent, in the same contact.
- 02
Close it as “Referred to sales”
The request closes with that outcome, so every referral is counted and can be followed up.
- 03
Sales takes it from there
With Assenta Sales, it becomes a hot lead for an agent, or an urgent task for the owner of the customer’s open lead. Without it, the referral goes to your bank’s sales team.
Customers on your do-not-call list are respected: no sales call-back is planned for them unless your compliance rules allow it.
Two ways to run it
With Assenta Sales, or on its own
With Assenta Sales
- Service and sales staff share one view of the customer.
- One sign-on for both, with Microsoft Entra ID or Active Directory.
- Product requests reach your sales agents as hot leads.
- One audit trail, and one set of users and roles.
On its own
- A complete service desk, without Assenta Sales.
- Product requests go to your bank’s sales team as referrals.
- REST APIs connect Assenta Service with your core banking and CRM.
- Add Assenta Sales later, on the same platform.
Control and compliance
Ready for your regulator and your auditors
Turnaround clocks
Each kind of case runs on a turnaround clock set to your regulator’s rules, and every case shows where it stands.
Full audit trail
Every change, assignment and reply is recorded: who, what and when.
Your premises or your cloud
Assenta Service runs in your data centre or in your own Oracle Cloud (OCI) tenancy. No vendor hosting.
AI on your terms
Run Assenta AI on the model your bank approves, on masked data, or switch it off. Every AI call is logged.
See a complaint go from the first call to closure
A 30-minute demo, in English or Arabic, on a service desk like yours.