Adapt

The Microsoft^®-based IP Business Communications Solution for Financial Institutions.

Competing for customers is an ongoing process for banks and lending institutions. Beyond free checking and lower loan rates, however, service and convenience can often determine whether a customer remains a customer for the long term. And communications efficiency can determine whether your bank’s customer service levels, and banking services, are better than those at the banks you’re competing against.

One platform, multimedia services enterprise-wide

The Interaction Center Solution spells efficiency and superior service with an open, server-driven communications platform and bundled application suite for offices and branches as well as contact center operations and remote and mobile employees. From a central server at headquarters and network connections to dispersed branches and offices—or using a SIP-based network and voice over IP (VoIP)—your entire banking organization gets IP PBX call processing along with e-mail, voicemail, fax and Web functionality. An automatic call distributor (ACD), multimedia queuing, automated attendant, and priority and skills-based routing get interactions where they need to go quickly and accurately, no matter the location.

Productivity and customer service gains also come from unified messaging, conferencing, CTI screen pop, digital recording, real-time supervisory/ quality monitoring, and easy integration to data processors and CRM and workforce management applications.

Self-service automation and convenience.

Give customers the convenience they insist on with interactive voice response (IVR), speech recognition, and customizable voice prompts for bank by phone and easily navigated organizational menus. Web services also let your bank offer Web chats, permissive online transactions and bill paying, Web-based forms completion, and FAQ auto responses via e-mail. Or proactively contact customers and raise retention rates with predictive dialing and outbound campaign capabilities to announce new services, conduct satisfaction surveys and more.

Global communications and central administration for business continuity

No separate systems required for branches, call centers, remote users or individual departments and workgroups. The Interaction Center lets you take advantage of Internet-based VoIP and SIP to globally deploy communications applications to every corner of your financial operation.

All you need for a virtual queue, group messaging and collaboration across locations is a single Interaction Center server or IP network connection at each site and the system’s single, central administration interface at your main office. If any location’s server or network connection is ever interrupted, calls and interactions are still alternately routed throughout the system—and your entire organization—without missing a beat.

Launch new services, add communications functionality

Implement the new applications your bank and its customers require, and deploy them one time from HQ to each branch, department, workgroup, etc. Employees and customers alike will welcome the readily distributed service upgrades. Your earnings reports will simply welcome the money Interaction Center saves in maintenance and operations costs.

Key benefits

Interaction Center’s platform independence and non-proprietary open architecture give any financial institution communications versatility over traditional hardware systems. But its pre-integrated features lead to benefits that banks can truly appreciate:

• Offer superior service that attracts new customers and keeps existing ones coming back, and that creates new revenue opportunities for cross-selling and up-selling the whole time
• Maximize productivity and collaboration for office users, branch employees, contact center agents and remote and mobile workers
• Improve communications control across a dispersed banking organization
• Reduce total cost of ownership of your overall communications system and associated phones and equipment