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

Contact Center Solutions Week in Review

On behalf of TMCnet I'd like to wish a happy holiday to those celebrating Passover and Easter this week. Interestingly, despite the short week there was no shortage of news in the Contact Center Solutions Community. [ Read More ]
04/18/2014

Contact Center Solutions Week in Review

On behalf of TMCnet I'd like to wish a happy holiday to those celebrating Passover and Easter this week. Interestingly, despite the short week there was no shortage of news in the Contact Center Solutions Community. [ Read More ]
04/18/2014

OpenSpan forms alliance with Istmo

OpenSpan Inc., a provider of worker optimization, activity management and automation solutions, recently announced that Istmo Solutions of Brazil will resell and support its desktop automation and analytics products to the Brazilian market. [ Read More ]
04/17/2014

IHS GmbH Acquires InnLink LLC

Hospitality industry solutions provider IHS GmbH acquires central reservations specialists InnLink LLC. [ Read More ]
04/17/2014
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!