Avaya Communication, the former Enterprise Networks Group of Lucent Technologies, has announced that its work with UBS, a top global integrated investment services firm and the leading bank in Switzerland, has produced one of the world`s most advanced on-line banking systems and Switzerland`s first Internet-enabled customer contact centre.
As a long-time provider of call centre systems for UBS, Avaya Communication is now providing the platform for an Internet-enabled Contact Centre (ICC). This solution provides UBS customers with a direct voice channel into the call centre from UBS` web site. The Internet contact centre allows agents to handle all incoming telephone calls, e-mails and faxes simultaneously, and work directly with customers on-line. While many organisations offer some form of multi-media customer interaction, UBS will be one of the first to put Voice-over-IP (VoIP) and chat box functionality into effect.
VoIP allows a simultaneous data and voice connection over a single phone line while the chat box enables customers and agents to communicate via real-time text chat. At the same time, both the agent and the customer can view the same web page and even "push" relevant web pages to each other`s screens. Customers need not have ISDN or even a second phone line to take advantage of these Internet-based support options. UBS services about 500,000 customers.
"UBS` e-banking services are among the most advanced in the world. Avaya Communication is one of the dominant players in the push to converge the graphical user interface, the internet, with the human interface, the Call Centre. With its help, I believe our customers can receive more individualised service than any other home-bankers in the world using just a basic PC and one normal phone line," said Tony Knecht, executive director of UBS e-customer centre. From a management perspective, the bank benefits from universal reporting, which allows easy monitoring of both incoming phone calls and Internet inquiries.
Tools for Relationship-Based Communication UBS Switzerland utilises three of Avaya Communication`s DEFINITY systems for call centre operations and the CentreVu Internet solution which has enabled UBS to implement a "connect-me" button on its website (www.ubs.com/e-banking). When browsing the UBS web site, customers can click on this icon. A VoIP call will automatically be initiated from the customer` s PC to the call centre agent`s desktop using the same data/Internet connection. This enables UBS customers to have direct contact with the UBS centre agents, without having to log off their PCs or use another phone.
"We recognise that customer service is the linchpin in the success of financial services companies," said Uwe Witt, Avaya Communication`s vice president for Germany, Switzerland and Austria. "We are committed to creating a new breed of next-generation IP communications solutions for European companies that will improve customer satisfaction and business results through call centre solutions and mixed media communications capabilities which integrate voice, data, fax, e-mail and video."
Avaya Communication recently launched its eCommunication Model. This new model will enable enterprises to quickly migrate their businesses beyond the content- and transaction-based interactions that have defined eBusiness until now, to personalised, relationship-based communication and collaboration that helps link virtual organisations to improve efficiency and build long-term customer loyalty.
At UBS, VoIP and chat box functionality are currently available to customers in the public domain, regarding all types of general inquiry. The bank hopes to offer the same functionality in the secure domain - areas containing customers` individual banking data - by the end of 2000. Security measures are currently being perfected; with the help of Avaya Communication, UBS will implement the ICC functions within its own firewalls to avoid "holes" and thus safely extend the new Web-based interaction to dealings even with the confidential data of its customers.
Once these enhanced ICC functions are extended, customers will enjoy full multimedia support not just on banking issues, but on use of all the company `s Internet banking applications, including a custom version of the financial software package UBS Quicken, which is automatically updated each time a customer logs in.
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