Contact Center Solutions Featured Article

Thailand Bank Deploys Alcatel-Lucent's Call Center Solution

March 19, 2009

Alcatel-Lucent has been chosen by Siam Commercial Bank Public Company Limited (SCB), a banking and finance institution in Thailand. Under the agreement, Alcatel-Lucent (News - Alert) will design, integrate and implement next-generation call center solutions to accommodate the rapidly-growing, multi-site agent teams at the bank.
 
Senior Executive Vice President, Chief Information Officer, Siam Commercial Bank PCL, Charamporn Jotikasthira, noted that their contact center enhancement is in line with their strategy of developing an infrastructure that provides an easy contact center experience for their customers.
 
The contact center is the most powerful communication tool for retail and business services. For SCB, fast and smooth transactions between customers and bank agents improve customer quality of service and satisfaction.
 
Jotikasthira explained that by easily integrating into their existing call center system, Alcatel-Lucent's IP-based solution enabled them to better manage their daily operations. The solution has delivered better quality of service to both customers and call center agents and this has provided a competitive edge for the bank.
 
Commenting on the SCB deployment, Wolfgang Hackenberg , president, Enterprise - Alcatel-Lucent Asia Pacific Regional Headquarters said that their solution provides the bank with efficient customer interaction management, and also supports various advanced services that deliver superior customer experience.
 
Alcatel-Lucent’s complete contact center solution includes the region’s first deployment of CC Teamer, which provides significant benefits for both agents and customers. Alcatel-Lucent collaboration system reduces the agents training requirements. Thanks to the presence embedded into the system, the agents are only a click away from advice from bank experts anywhere on the company's local area network (LAN). CC Teamer also allows the customers to visually monitor the availability status of bank experts.
 
Alcatel-Lucent made news earlier this week when it announced that Telekom Srbija, a telecommunications operator in Serbia, is using its optical and broadband access technology to expand and upgrade their existing network.
 
 

Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.

Edited by Stefania Viscusi

Article comments powered by Disqus

Related Contact Center Solutions Articles

Tellwise Smart Messages Integrated with Salesforce.com CRM

Tellwise Smart Messages has been integrated with Salesforce.com CRM software. This integration offers automated buyer communications, which enables continuous tracking, analysis, reporting and increased sales forecast accuracy. [ Read More ]
09/18/2014

Creating Customers for Life

Finally, a paramount piece to the puzzle is advocacy. By identifying who one's most active users are, and seeing who is gaining the high value from your offerings, it creates the opportunity for walking, talking advertisements. Communities of users can be developed to create best practices, and by fostering these relationships the door is left wide open for a very profitable long-term partnership. Referrals earn these advocates entrance in a loyalty program. To measure levels of advocacy, the me… [ Read More ]
09/18/2014

Xerox Bringing 1,000+ Call Center, Other Jobs to Kentucky

When it comes to the call center world, the growing trend for the market is for companies to return to the United States. Xerox is just one of the companies moving its call center operations back to the U.S. [ Read More ]
09/18/2014

Georgia County to Receive New Call Center

Recent news emanating from Georgia's Henry County indicates that a global payments company will soon create a new call center in the city of McDonough and, with that new center, will create up to 450 jobs. [ Read More ]
09/17/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!