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

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