Credit and Finance - Alceo
Unified Communications System for the bank’s 19 branches; Call Center Service for automated telephone banking services
BCS UCC Server was installed to create a new SIP communications system for the 19 branches of the bank activating 200 Unified Communications workstations with Presence, Instant Messaging, Chat, Video Calling, Desktop Sharing, Conference, Fax and SMS server.
All personnel, even those already busy on call, can activate chat sessions with colleagues to request assistance and send/receive documents in real time.
Incoming calls from each branch are directed towards a single switchboard at the head office which displays the information from the branch making the call. When the call is answered the Presence View is activated to show the status of the operators currently working at the branch, allowing a simple and immediate handling of the call. This has allowed a 30% increase in the number of callers who are provided with a response.
An additional advantage is that the ‘itinerant’ bank clerks who move from one branch to another can be easily contacted at the branch where they are currently logged in.
The system also includes the Telephone Branch service through which customers can conduct bank operations remotely, some of which are fully automatic (account balance, summary of deposits and withdrawals, terms and conditions, etc.) and others conducted with operator assistance.
Other Alceo BCS components used are the Fax Server and SMS Server. All incoming and outgoing faxes are managed by the system and, by means of the SMS Server, information such as IBAN codes can be sent automatically to users who request them via the Telephone Branch service.
The system’s Conference Service, which allows documents to be shared between participants, has drastically reduced the need for staff to travel between the bank’s branches.