Financial

Businessman meeting with clients

Couple reading over contract in office

Synopsis:

A financial institution was in need of upgrading their unified communications platform from legacy equipment. They also wanted to upgrade their contact center workflow in order to better reach their end users who had been complaining about having a call either not answered, sent to a voice messaging system or not having their calls returned at all.

Challenge:

Design a new workflow call pattern using contact center software, and implement a new call manager platform in a legacy environment.

Solution:

Developed a new call workflow system and implemented a new call management solution with feature sets. By minimizing client waiting time and improving availability, the financial organization was able to maximize its effectiveness and improve overall customer experience.

Results:

Once the new call workflow system was implemented into the contact center, and the legacy equipment was implemented into the environment, C-level executives and clientele of the bank were able to see drastically improved results on returned calls and quality of services.