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News Release from: Aculab | Subject: Telephony cards
Edited by the Electronicstalk Editorial
Team on 13 March 2003
Telephony cards are key to bank call
centre
Telenet Kommunikationssysteme has recently developed a call centre solution for Dresdner Bank combining its MultiVoice system with telephony cards from Aculab.
Telenet Kommunikationssysteme has recently developed a call centre solution for Dresdner Bank combining its MultiVoice system with telephony cards from Aculab With 1120 branches all over the world and almost 50,000 employees, Dresdner Bank Group is one of the major players in international banking
This article was originally published on Electronicstalk on 4 Aug 2003 at 8.00am (UK)
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Dresdner Bank's call centre was established with a special focus on personalised service, which means every caller is welcomed individually by an agent.
The agent then finds out which consultant the customer wishes to be connected to.
When the agent enters the caller's name in the computer, a window containing data relevant to this customer as well as their main branch appears on the screen.
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A revolutionary teleconferencing system that puts blind and partially sighted people in touch with each other has been developed for the RNIB by Chelston Call Systems.
This is achieved with the help of CTI integration, which allows direct access to data stored in the official database.
The call can then be passed on to the required consultant.
This automation has reduced call times by over 10%.
The caller is connected to the Dresdner Bank consultant by the Telenet MultiVoice voice server, which is equipped with an E1/T1 PCI card from Aculab that provides a digital network access connection for MultiVoice.
"With voice servers, Aculab's digital network access cards are essential for connecting calls arriving from the public telephone network to the voice server.
With their long-standing partnership, Telenet and Aculab can guarantee customers a high level of availability and internationally tried-and-tested solutions for professional applications", says Wolfgang Hellmanzik, Managing Director of Aculab Germany.
Dresdner Bank is very pleased with the technology used in its call centre.
"We decided to integrate the Telenet MultiVoice voice server solution into our call centre environment because of the benefits of the automatic call routing feature, which leads to substantial call time reductions in our centre.
One important reason for our decision was the easy integration of Telenet MultiVoice into the existing architecture and the substantial cuts in costs, which exceeded our expectations", says Jorgen Fichte, Dresdner Bank's Call Centre Manager.
Jorg Emonts, Telenet's Managing Director said: "I am delighted to point out that our successful co-operation with Aculab allows us to offer highly available ISDN technology, an essential advantage for providing reliable solutions to our customers.
This partnership puts us in a position to offer integrated, tailor-made solutions".
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