Contact Center Solutions Featured Article

Shinsei Bank Enhances Offerings with Help from Interactive Intelligence

September 26, 2012

Shinsei Bank, a firm that caters to both consumer and commercial banking needs, needed to diversify its revenue base. The company was poised to expand its operations but needed to keep an eye on costs. One method in reaching that goal was to go through a remodel of its contact center and the structure of its IT department.

Part of the remodeling process included adding 24-hour ATM access as well as online payment services for other financial institutions. Plus, the organization would offer these conveniences for free. There was a challenge in offering these new services, however, as the transactions had to be compatible with a specific set of software already in place. The company also needed better VoIP network services for its unified messaging from one branch to another.

Shinsei required a unified system operating under fewer servers. They also needed an interface built on a single administrative platform. A unified system meeting both requirements would deliver the cost savings they wanted.

The company also needed the capabilities to take applications and make them their own so as to support the various new modified services they were installing, such as ACD and IVR systems for better call flows. In order to keep the business processes up and running reliably, Shinsei required a hardware independent system that was open and stacked with recovery solutions.

Shinsei set out to review a number of options available in the market, specifically seeking a provider who could help them meet their challenges head-on with proven results. By selecting Interactive Intelligence (News - Alert) solutions, Shinsei was able to overcome its core challenges to achieve the desired results and drive measurable business success. To learn how, access this Interactive Intelligence case study in full.

Interactive Intelligence is a Platinum sponsor of ITEXPO Austin 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) is the world’s premier IP communications event. Brandon Rowe, Solutions Marketing Manager, will be a keynote speaker at the event. For more information on IEXPO Austin 2012 click here.




Edited by Brooke Neuman

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