Finance

In todays competitive climate financial organisations need to increasingly focus on improving customer service whilst achieving tough cost reductions. Maximising existing investment in communications infrastructure is a key consideration for controlling cost. And security and disaster recovery capability remains a critical concern.

Challenges:

  • Stay ahead of the competition by exceeding customer expectations
  • Business continuity and minimised disruption in an emergency situation
  • Preventing fraud and liability claims
  • Comply with FSA regulations
  • Reduce operational, administration and technology costs

Through Datapulse unified communication solutions, finance organizations can deliver an excellent level of service to all customers whilst controlling costs. These applications include:

  • Secure, easy access to centralized contact information via IP phone sets and online directory
  • Voice Recording and recording for mobiles and Blackberry provides protection against liability, fast dispute resolution, transaction verifications and compliance with FSA regulations
  • Call logging prevents phone fraud and misuse while helping reduce call costs and tracking abandoned calls
  • Switchboard and call centre consoles enable operators to continue to answer and transfer calls from any location, so if part of the network fails, business can continue, minimising disruption and ensuring calls are not lost.
  • Datapulse IVR system can act as an overflow and disaster recovery solution, handling calls and providing information when operators are unavailable.
  • Staff can be alerted to emergency situations by broadcasting messages via the screens and speakers of Nortel IP phones
  • Quality monitoring improves customer service by highlighting areas for improvement and training.
  • Workforce management minimises the risk of both overstaffing and understaffing and prevents lost and abandoned calls
  • Integrating directory information reduces administration and ensures information is accurate across the organization, improving internal communications
  • Enable traders and support staff to access private wires from Nortel IP phones – cost effective alternative to installing additional turrets and supports flexible working and disaster recovery plans