Bank Simplifies Contact Center Management
Challenge
Allied Irish Bank delivers a wide range of business and personal banking services within its 300-branch network throughout Ireland and Great Britain. It sought to:
- Eliminate isolated systems that increased contact center costs and reduced effectiveness
- Gain more flexibility deploying contact center agents to satellite offices
- Simplify reporting on key contact center metrics
Solutions
- Cisco Unified Communications Manager
- Cisco Unified IP phones
- Cisco Unified Contact Center Enterprise
- Cisco Unified Contact Center Express
- Cisco Unified Customer Voice Portal
- Cisco Jabber
Results
- Achieved business flexibility by being able to deploy agents anywhere
- Improved collaboration by sharing calls across multiple contact centers
- Cut hardware costs by deploying virtual data centers in multiple locations
We have found Cisco Unified Contact Center Enterprise very easy to use, maintain and deploy to all our locations. We are extremely pleased with our decision to go with Cisco.Contact Center Planning and Design Architect, Allied Irish Bank