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: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
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!