In order to respond to Independent Financial Advisors (IFAs) inquiries,
Standard Life had a network of 40 local branches all relying on Private Branch
Exchange telephony. But when they wanted to boost their competitive edge and
increase productivity, IBM helped Standard Life create a new virtual call centre.
Standard Life opted for a converged network to carry data, voice and other
applications through an IP network. The network links 15 UK branches and sites in
Boston, Montreal, Hong Kong and Frankfurt. IFAs calling Standard Life now reach a
skilled advisor every time. Despite a dramatic increase in call volumes, capacity
issues are avoided through automatic transfer of calls between branches. As a result,
Standard Life is seeing significant cost benefits from reduced downtime and increased
productivity.

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