Connect with us

E-Financial

New Acumeni VOC Solution Improves Customer Experience, Performance Mgt for Banks

Published

on

CBN3.jpg
Kindly share this post

With Banks under scrutiny and pressure to improve customer service quality and reduce customer churn in order to contribute to the bank’s bottom line, ESJ Software has unveiled the latest of its innovative  Acumeni Voice of Customer solution.

ESJ  Software’s Acumeni  Voice  of  Customer  solution,  including its Configuration  and  Automation  Manager  application,  provides  banks  with  a  simple configuration interface for automating the feedback prompting and gathering process.

“Through the use of our enterprise-class feedback and surveying tools, banks are able to increase customer sentiment and derived insight by eliminating many of the manual steps involved  in  the  current  adhoc,  limited  sample  scope,  ‘spreadsheet’  data  capture  and reporting process. For example, using our Acumeni VOC Solution deployment, a customer can quickly and conveniently provide feedback, sentiment and insight on the service they experienced while in-branch, on a mobile phone using SMS or IVR, or via a web interface” said Charles Ekanem, business development director of ESJ Software.

ESJ Software’s  enterprise-class Acumeni  Voice  of  Customer  solution supports  multiple channels for customer feedback prompting and feedback gathering. Using any mix of SMS, IVR, Online, Kiosk devices, QR Codes or Widgets, clients can create linked surveys

Surveys can be created and deployed in main and local languages with the option of using superior speech-to-text transcriptionfor IVR deployments that further enhances customer convenience and adoption – and thus increases feedback response rates.

The Acumeni platform provides the flexibility to change question sets, demographic groups, frequency  –  all  at  the  convenience  of  the  client  for  service  trending  and  performance benchmarking purposes.


Kindly share this post

Nigeria CommunicationsWeek believes that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. So since 2007, we have devoted our energy to independent reportage of technology and how they affect lives.

Continue Reading
Advertisement
Comments

E-Financial

Ecobank Announces Plans to Phase Out Naira Denominated MasterCard

Published

on

Kindly share this post

Ecobank Nigeria has announced plans to phase out its Naira-denominated Mastercard debit cards, with a transition period scheduled to run from July 29 to September 29, 2025.

Ecobank Announces Plans to Phase Out Naira Denominated MasterCard

The bank disclosed the development in a message sent to customers on Wednesday, urging account holders to switch to a Verve debit card available free of charge.

According to the notice, the bank’s decision is part of a broader effort to enhance security and ensure smoother digital transactions for customers.

“As part of our ongoing commitment to delivering secure and efficient banking services, we will be phasing out the Ecobank Naira Mastercard,” the statement read.

“In its place, we are pleased to offer you a free Verve debit card to ensure a seamless transition.”

The bank said the Mastercard deactivation would take full effect from September 30, 2025, saying that customers are therefore advised to collect their Verve cards before the deadline to avoid service disruption.

Ecobank also assured customers that the new Verve card would support payments across several digital platforms, including Google Play, YouTube, TikTok, Spotify, Netflix, Prime Video, AliExpress, Zoom, Microsoft, LinkedIn, Starlink, Audiomack, and Uber.

“It will also remain functional for ATM withdrawals and Point-of-Sale (POS) transactions nationwide.

“To obtain the replacement card, customers are instructed to visit the nearest Ecobank branch, request the Verve debit card, and collect it at no cost,” the bank said.

The move follows a growing trend among Nigerian banks to prioritise local card schemes like Verve, which are often more cost-effective and resilient to international payment disruptions.


Kindly share this post
Continue Reading

E-Financial

CBN Explains Mass Redeployment of Staff

Published

on

Kindly share this post

Central Bank of Nigeria  (CBN) has dismissed claims that its recent redeployment of staff from Abuja to Lagos State was politically motivated.

CBN Explains Mass Redeployment of Staff

Muhammad Abdullahi, deputy governor, economic policy, made this clarification known at a two-day Interactive Session on Government-Citizens Engagement in Kaduna on Wednesday.

Recall that the CBN  had in 2024 rolled out its Early Exit Package (EEP).

As part of the policy, the apex bank reduced its staff strength in Abuja Headquarters.

The decision had been greeted with controversy, with some critics claiming the move was targeted at the banks’ workers from Northern Nigeria.

However, Abdullahi has clarified that the policy was not targeted at anybody.

He noted that a recommendation from the banks’ insurance provider concerning workplace safety triggered its decision to decongest its Abuja headquarters.

“It is not an agenda against anybody,” he stated.

He said, “Some of those staff members taken to Lagos and Kaduna are now so happy they don’t even want to come back to Abuja.

He also dismissed claims that CBN deliberately removed 16 directors, particularly from the Northern region.

“There are many directors from the Northern region currently serving in the bank,” he stated.

He stressed that the son of the country’s secretary to the government of the federation was also redeployed from Abuja to Lagos.

“The son of the Secretary to the Government of the Federation was also moved from Abuja to Lagos. Nobody was spared—it is a policy of the bank,” he stated.

 

 

 


Kindly share this post
Continue Reading

E-Financial

Banks Reopen Naira Card Payments for International Tuition Fees

Published

on

Kindly share this post

Nigerian banks have resumed processing international tuition payments from Naira accounts through the Central Bank of Nigeria (CBN)’s Form A portal.

Banks Reopen Naira Card Payments for International Tuition Fees

Form A is an application form designed by the Central Bank of Nigeria to pay for service transactions (invisible trade).

The form allows customers to purchase foreign exchange at the CBN or interbank rate to make payments for eligible services as predetermined by the foreign exchange manual.

This development comes a month after commercial banks announced the resumption of international transactions on their naira cards.

In an email to customers, Guaranty Trust Bank Limited (GTBank) and Lotus Bank announced that the service is now available for applicants paying undergraduate and postgraduate tuition fees abroad.

“Pay international tuition fees directly from your Naira account,” the notice from GTBank read.

To access the service, customers are required to register and submit their applications via the Trade System Portal at www.tradesystem.gov.ng.

GTBank explained: “Select the ‘Form A’ application for Educational Fees. Choose GTBank as the processing bank, attach required documents, and submit the application.”

Similarly, Lotus Bank stated, “Register on the Trade System Portal. Select Form ‘A’ application for Educational Fees. Choose Lotus Bank as the processing bank, attach required documents, and submit the application.”

In a similar notice,  Lotus Bank also informed customers of processing international fees using its facility.

“Register on the Trade System Portal (www.tradesystem.gov.ng). Select Form ‘A’ application for Educational Fees. Choose Lotus Bank as the processing bank, attach required documents, and submit the application,” the bank said.

In 2022, Nigerian banks said international school fees and upkeep requests via Form A will be processed within 120 days due to forex scarcity at the time.


Kindly share this post
Continue Reading

Trending