Business Challenge
Improve service levels and reduce costs by providing a central repository for information about the bank that customers could access easily using Cisco’s Unified IP Contact Centre solution to provide a professional platform for interaction with both existing and new customers.
Business Results
Customers now have one single number to call if they wish to contact the bank, making it much easier for them to obtain the information that they need. Customers experience fewer delays when they first call Diamond Bank, their questions are answered more efficiently, and the quality of their interactions with the bank has been greatly enhanced, resulting in increased customer satisfaction levels.
This approach has helped to optimize the branch environment, resulting in improved branch productivity because staff can concentrate on their own work, and on serving customers, instead of answering the telephone. This is particularly important during promotional campaigns, which generate an additional 525 – 900% of incoming calls.
The investment in Cisco Unified IP Contact Centre made good sense financially and from a technology perspective because Diamond Bank already uses an end-to-end Cisco network.
Network Solution
Diamond Bank was able to overlay Cisco Unified IP Contact Centre onto its existing network quickly and smoothly because the bank had already deployed a network based on the Cisco Service-Oriented Network Architecture framework. This provided a platform on which the bank could not only integrate and virtualize network services such as security, mobility, and identity but also deliver business applications to its employees securely and efficiently.
Cisco Partner Adds Value
After discussing its requirements with several potential suppliers, Diamond Bank chose Cisco Tier One Systems Integrator, Weco Systems, because of the company’s networking expertise and ability to recommend solutions that aligned with the bank’s business objectives. Weco Systems gave advice on the readiness of the bank’s existing infrastructure to support its projected growth and the associated increase in network traffic. The Cisco partner then produced an end-to-end specification that covered critical elements such as core processing requirements in the data centre, security, and branch connectivity.
Product List
Cisco Catalyst 6513 Switches (network core), Cisco Catalyst 4500 Series Switches, Cisco Catalyst 2950 Switches, Cisco 7600 Series Routers, Cisco 2811 Integrated Services Routers, Security and VPN, Cisco PIX 525 Security Appliance, Cisco Intrusion Prevention System, Voice and IP Communications, Cisco Unified IP Contact Centre, Cisco Unified IP Phones 7940G and 7971G
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