Enterprise Unified Communications to Enable Nationwide Call Center and Branch Integration Strategy Across 3,500 Users
Company Overview:
This client is a multi-product and solution financial services company delivering a diversified and integrated portfolio of innovative, customer-focused brokerage and banking services.
Purpose:
Enable a business vision through advanced technology to connect the customer to the right customer service rep at the right time, and deploy branches into high net worth geographies across the United States.
Business Objectives:
- Reduce excessive operating costs from their prior telecom/voice architecture.
- Improve resource leverage, operational efficiency and effectiveness.
- Re-engineer and simplify call flows, removing complexity developed through years of incremental improvement.
- Maximize our client's ability to self-manage, and improve their operations and technology.
The Solutions:
- Cisco Unified Contact Center Enterprise across ~1,100 agents
- Cisco Unified Communications Manager for Voice over IP Telephony for ~3,500 users across branch, call center and administrative sites
- Integrated call routing and unified communications supporting all contact center and branch interactions
- Reporting
- eLoyalty Enterprise Command Center Solution (ECCS)
The Process:
- Converted its entire customer service telecommunications-architecture from TDM to VoIP.
- Multi-stage rollout after enterprise planning and design phase, along with operational transformation and customer experience improvements.
- Migration from Aspect and Avaya technologies to the Cisco application suite.
Results:
- Cost-savings from the VoIP solution as compared to traditional voice and data networks.
- Improved business processes efficiency.
- Improved ability to route calls to other call centers when an overload occurs at one call center.