Financial Services

Financial Institutions have gone through massive changes in the last few years and proactive customer interactions have become a major determinant of corporate success. In a large retail bank with over 100 branch offices and a strong internet and self-service approach, a central call center and voice-portal platform is used. It serves as the entrance point for the customer for various services: internet banking help-desk, fully automated phone banking, call center requalification, dealer hotline and debt collection. The branch offices forward all incoming calls to the central contact center, and can thus concentrate on consulting and selling face to face. With over 500,000 digital faxes sent and received per month, one particular Voxtron communications platform was able to play a major role in improving processes, reducing costs and increasing efficiency. Voxtron’s knowledgeable and helpful personnel succeeded in adapting the system to the bank’s special needs all whilst accommodating the bank’s particular security and reporting concerns.