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Updating Contact Centre System

The Client: Standard Bank

Bank Standard Commercial Bank CJSC operates in Azerbaijan and has its headquarters in Baku.

Business challenge

To improve the quality of customer service at the Bank and optimize a number of business processes, including:

  • receipt of incoming calls
  • consulting on banking products and services
  • certain operations such as card blocking and balance check

Solutions

ED proposed to update the existing call handling system. As part of the project, the ED team carried out the following work:

 

  • Developed a new design for the contact centre system.
  • Prepared and agreed new algorithms for accepting and processing calls.
  • Tested and commissioned the new system.

After successful implementation of the system, the ED team was selected by Standard Bank to provide further operational support for the telephony system and contact centre.

Technologies

Cisco Unified Communications Manager, Cisco Unified Contact Center Express

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