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Union Bank, Aspect software improve customer interaction

IN LINE with its digital transformation, Union Bank of the Philippines, one of the largest banks in the country, has enhanced its customer service infrastructure, to further improve interaction between the bank and its clients and, at the same time, boost customer service agent performance. 

In partnership with Trends & Technologies Inc., the leading integration of applications systems and services in the Philippines, UnionBank successfully deployed an Omni-channel Contact Center, Self Service and Workforce Management Solutions from Aspect Software, a global provider of fully-integrated consumer engagement, workforce optimization and self-service solutions. 

Aspect and Trends have implemented Aspect® Unified IP 7.3® for the Inbound and Outbound customer interaction services; Aspect CXP™ for UnionBank’s omni-channel self-service offerings and Aspect® Workforce Management™ for the bank’s customer service agents.   

The solution will enable customers to seamlessly receive assistance when they move between live agent and self-service channels.

UnionBank earlier announced its three-year digital transformation journey aimed at digitizing its banking processes to deliver a more reliable, seamless and personalized banking service. The current enhancement of its core customer service infrastructure to Aspect Unified IP 7.3, Aspect CXP and Aspect Workforce Management is in line with the bank’s digital plan to provide its 6 million clients quality customer service and personalized banking interaction across channels.   

(From left to right) Michael Magbanua, Richard Loberas, and Hasan Fard.
“Key to the bank’s Digital Transformation Journey is building a digital mindset of our employees, stakeholders and of course our customers.  To achieve that, we need to create smarter customer experiences, enabling service channels that are accurate, real-time and always available.  Acquiring Aspect’s contact center and workforce optimization solution is the first of many steps in that omni-channel approach,” said Michael P. Magbanua, Customer Engagement Group Head, First-Vice President of UnionBank.

Aspect has a long history of expertise, starting from the first ACD in 1973. Today, Aspect solutions power 1.4 million agents worldwide and support over 100 million daily customer interactions. Contact Center Solution implementation is one of the core strengths of Trends in the Philippines.

“We greatly admire and believe in the vision and strategies of UnionBank’s innovative leaders. We are very excited that UnionBank has chosen Trends as their partner to facilitate the enablement of their plan to reshape the Bank into a technology company with banking utilities,” said Hasan Fard, Chairman and Chief Executive Officer of Trends. “By utilizing Aspect’s solution and our technology expertise, we were able to successfully service UnionBank and offer a solution to digitize their customer service infrastructure.”

“Trends has been a partner of UnionBank for more than 25 years.  This implementation of Aspect’s Customer Engagement Solution is a strong demonstration of how that partnership is bolstering UnionBank’s Digital Transformation Journey,” said Dennis L. Matutina, Executive Vice President and Head of Channel Management Center of UnionBank.

“It’s a privilege to be a part of UnionBank’s digital transformation journey and equip the bank with a technology that can deliver quality customer engagement to improve customer satisfaction, loyalty and increase their value,” said Richard Loberas, Regional Vice President ASEAN & Korea of Aspect Software. “It’s been a pleasure to work with UnionBank and Trends’ teams in implementing Aspect Unified IP 7.3, Aspect CXP and Aspect Workforce Management. We thank both teams for the great collaboration and hard work in ensuring a successful implementation of the project.”

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Topics: Union Bank of the Philippines , Trends & Technologies Inc , Michael P. Magbanua , Hasan Fard , Richard Loberas
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