UC Banking Example

[QCIF]

A large global bank based in Europe with more than 40,000 employees spread across 3,000 branches had a major problem. Customer satisfaction was down as half of the calls into their support centers were from their own employees looking for information on their own myriad products and services. This bank implemented a UC² infrastructure that integrated presence awareness, expertise identification, IM, VOIP chats and IP-based telephony into a common user interface. Branch representatives can now easily identify product experts and reach them without having to tax the support center's resources. Customers are also able to engage bank employees in text chats through their favorite public IM client. And by integrating their telephony infrastructure, they cannot only click-to-chat, but click-to-call and click-to-conference from the same interface. Keeping track of office and mobile phone numbers is no longer an impediment to direct contact. This bank has identified 3.5€ million of productivity gains and cost reductions from eliminating internal long distance charges and obsolete telephony equipment.