Industry: Financial Services Region: EMEA Technology: UC/Customer Care
A leading European bank was contemplating how to improve employee productivity and better enable its staff to assist its customers who call in from their telephones.
After learning that employees spent the first few minutes of every phone call identifying and verifying a customer’s information, this bank saw an opportunity for operational efficiency as well as improved customer satisfaction. If the bank could somehow shorten this phase without compromising the verification process, employees could solve customer problems faster, handle more calls throughout the day, and alleviate the mundane, boring parts of customer calls.
The bank solicited Cisco’s help to provide a solution. After learning about its specific business needs, Cisco recommended its IRP- Call Context application, which allows users to immediately identify a customer over the phone and gain visibility into important details, such as account information, via an employee’s IP phone. Here’s how the IRP- Call Context application works:
