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Branch convergence from IBM and Avaya
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| More effective communications across branches
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Transform your branch and contact centers into a converged network of efficient and reliable banking. IBM and Avaya can link your contact center and branch environments together so you can deliver a near seamless customer experience, with access to core banking applications and customer insight data.
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| Why IBM and Avaya?
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Together, IBM and Avaya offer banks the unique ability to integrate and converge advanced communications capabilities together with headquarter applications, contact centers, branch office networks, Internet banking and mobile workers. We have experience in: -
Transforming disparate financial services distribution channels into a single integrated and flexible distribution channel.
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Designing, building and managing communications networks for more than 100 companies, including several of the Fortune 500.
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Broad spectrum of IP telephony and unified messaging capabilities.
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History of successful integrations within legacy voice environments.
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| Collaboration and connectivity regardless of location
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Designed to create a near seamless customer-facing experience, the branch convergence solution from IBM and Avaya is a result of combing key elements of several proven financial services solutions, including: -
Multichannel transformation from IBM.
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Enhanced enterprise communications from IBM.
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Enterprise branch connect from Avaya.
The result is a hybrid communications infrastructure and suite of communications applications that integrates disparate contact center and branch environments together into a single and flexible distribution channel. Whether it’s your physical branch locations, contact centers or online banking, each of these channels can be transparent in nature.
Then your branch employees can view and access the same core banking applications and customer insight data as your contact center staff for greater operational efficiency and more selling opportunities. Customers benefit as well, by gaining a more personalized, consistent and efficient banking experience. -
Use mass personalization techniques to enhance the customer experience—based on customer value and preferences.
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Maintain customer service levels even in failover scenarios by rerouting communication networks to maintain business continuity.
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Integrate information gathered from Internet, ATM, branch and contact centers customer touch points to create a single view of the customer.
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Enhance sales and service across your channels with up-to-date, virtual real-time transaction information.
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Provide new options that help make it easier for customers to get the information they need when browsing their accounts on the Web, such as the ability to talk to customer service at the click of a button.
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Allow associates to match customer insight to call handling and routing.
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| Compelling results
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Choosing IBM and Avaya for a converged communications solution, means your bank chooses a reliable, security-rich network, which facilitates positive customer relationships, enhances productivity and maximizes profitability.
We can design, build, deploy and manage a branch and contact center communications network, which allows real time personalized dialogue with customers across multiple channels.
Build a dynamic networked environment with the branch convergence solution from IBM and Avaya, enabling your personnel to collaborate and communication faster and more effectively. Then you can transform contact management into a business advantage.
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| Maximize revenue opportunities
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The branch convergence solution from IBM and Avaya can help your bank: -
Achieve higher levels of customer satisfaction—protecting revenue— through comprehensive, integrated communication solutions.
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Reduce operating costs by leveraging communications channels and by providing consistent, efficient customer interactions.
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Achieve greater return on investment through effective use of IP technology.
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Increase revenue by identifying cross-sell and up-sell opportunities during customer interactions.
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Questions about this solution? Contact an IBM Financial Services specialist.
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