Qilu Bank Adapts Smart Business

A global provider of business communications and collaboration systems and services, Avaya (News - Alert) announced that the first and largest city commercial bank established in Shandong Province, Qilu Bank Co., Ltd has chosen Avaya's solution to upgrade its contact center system in order to enhance customer service and management efficiency.

Established in June 1996, Qilu Bank, due to increasing client demand for quick response and better service, sought a cost-effective and highly efficient solution to upgrade its contact center system.

Qilu Bank eventually determined that Avaya – thanks to its state-of-art solutions and in-depth understanding of the banking industry – was its best option to help it win in the competitive banking market.

Qilu Bank adopted the solutions, Avaya Aura Communication Manager running Avaya Aura Call Center Elite, Avaya Aura Experience Portal, Avaya Call Management System and Avaya Agent MAP. In Jinan, capital of Shandong province, Qilu Bank has deployed 80 contact center seats with the help of this solution.

Image via Shutterstock

It is expected to expand to 150-200 seats in Shandong, as well as in other provinces as its business grows.

Avaya's architecture for next-generation, people-centric collaboration, Avaya Aura Communication Manager is a key component of Avaya Aura. The contact center agents of Qilu Bank will receive rich voice and video capabilities and will receive a resilient, distributed network of media gateways and analog, digital and IP-based communication devices.

As business grows, Qilu Bank can easily expand the system. In order for agents to handle calls more effectively and improve overall productivity, the Avaya Aura Call Center Elite is an Automatic Call Distribution application that maximizes routing and resource selection.

Qilu Bank can enhance customer satisfaction and lower service costs with Avaya Aura Experience Portal. 

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