Avaya's IP Office in Bank Branches

Here's an interesting release from Avaya giving three mini-case studies showing how its IP Office product is being used in bank branches to improve customer service:

Retail Banks Turn to Avaya IP Telephony to Cut Costs, Improve Customer Service at Branch Locations

The story profiles three banks, Florida Transportation Credit Union, Bank 10 and Truliant Federal Credit Union, who are using IP Office, a converged voice and data communication solution.

This quote from Scott Meyer, CEO of Florida Transportation, gives you an idea how they're making use of IP Office: "We've been able to route customers directly to automated account information using the auto-attendant feature of IP Office, while still giving them the option of reaching a service representative or loan officer if they need personal attention." The organization receives anywhere from 750 to 2,000 calls a day and has automated the handling of two-thirds of them.

Tammie Bennett, network services manager for Truliant Federal Credit Union gives the testimonial every tech marketer dreams of: "We discovered that IP Office is a small PBX with a server attached to it, and it could give us the same features at our branch locations that a big headquarters system provides. "It's the best small phone system I've ever seen. We simply ship it to a branch and know it will work there. You don't have to buy anything special."

AB -- 3/15/05