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S EVEN S TRATEGIES T O B OOST

reach B ANK B RANCH P ERFORMANCE


results One company to help you integrate branches and
create new business opportunities.

INCREASED COMPETITION, HIGHER CUSTOMER DEMANDS, MULTI-VENDOR SOFTWARE, EQUIPMENT AND NETWORKS,
MERGERS AND ACQUISITIONS—AS WELL AS REGULATIONS SUCH AS THE SARBANES-OXLEY ACT AND BASEL II—ARE ALL
OBSTACLES TO SUCCESSFUL BANK BRANCH PERFORMANCE. IT’S A LIST THAT SEEMS TO GROW LONGER EVERY DAY. THE
GOOD NEWS IS THAT THERE IS ONE COMPANY THAT’S WORKING AS HARD AS YOU ARE TO OVERCOME THEM. AVAYA.

Innovative solutions, services, and patented communications technology


from Avaya can help you make disparate bank branch locations act as one,
drive higher per-customer revenues, reduce costs, and lower risks system-wide.

For starters, Avaya can help you implement the following seven 3 Give customers one-number access to key personnel.
strategies for finding new revenue opportunities and elevating the More than ever, the customer is king. Give customers the
performance of your branch locations. convenience they demand with one-number access to the
individual bank personnel they wish to reach. Employees on the
1 Create a small-bank feel with big-bank capabilities. road can get customer calls routed automatically to their mobile
When your customers interact with your Web site or call center, phones with Avaya Extension to Cellular technology. They can
wouldn’t it be helpful if branch employees had a record of those even access a “virtual phone” on their laptop by plugging in at
communications when those customers enter the branch? Cus- any branch office location—or even from home—to make and
tomers expect—and reward—personalized, informed service, receive customer calls with full system functionality, including
whether that service is delivered by a teller, a call center opera- conferencing, with Avaya IP Softphone. Either way, customers
tor, or a “blended agent” responding to their queries via e-mail dial just one number to receive top-notch, personalized service.
or instant messaging. Avaya multi-channel solutions allow key
customer information to be shared between channels to improve 4 Build customer intimacy and retention.
the quality of customer service your organization offers. The way to higher per-customer revenues is through customer
intimacy that is built over time. Reaching this goal requires a
2 Boost the productivity of revenue-generating employees. thorough understanding of the needs of each customer and a
The most successful bank branches are the ones that take full complete history of customer interactions. Avaya solutions allow
advantage of the skill sets already in place. They do so by rout- you to capture, track, and report on those interactions and share
ing contact center calls to the best available agent and increas- that knowledge with customer-facing personnel—with a degree
ing their rate of first call resolutions. Effective staffing solutions of precision and scalability that no other solution provider can
allow branch staff to step in and pull contact center duty during match.
lulls. They enable contact centers to handle after-hours branch
calls. And they provide mobile staff on the road with access
to the same productivity tools they have in the office. With a
host of solutions to optimize productivity across the enterprise,
Avaya can help your employees maximize their potential to serve
customers.
reach One company to help you integrate branches

results and create new business opportunities.

5 Communicate a consistent brand experience.


In the heightened competition to win and keep branch
customers, your brand is everything. As customer calls are
routed to voice mail, automated attendants, or other systems in
your telephony network, Avaya enterprise solutions can help
ensure that your customers receive consistent prompts,
messages, and recorded greetings to promote a positive
brand impression.

6 Reduce your exposure to risk.


Successfully competing at the branch level these days means
giving customers enhanced self-service options via the Web,
e-mail, and integrated kiosks. But each electronic convenience
you provide bears some risk, in the form of computer viruses,
denial of service attacks, hacking, and internal threats.
Complying with a maze of new laws and regulations adds to
GO WITH THE LEADER: AVAYA
the challenge. And finally, disasters, either natural or man-
As the leader in providing advanced communications solutions
made, can strike at any time. The Avaya secure and resilient
for enterprises the world over, Avaya knows what it takes to boost
enterprise architecture keeps your business running even when
performance in the bank branch and offers you a unique blend of
the unexpected strikes. And Avaya Global Services offers
products and services to make it happen.
world-leading experience and expertise to help you develop and
implement effective security and business continuity plans, a These are just a few of the strategies from Avaya that can help you
ddress regulatory compliance, and recover rapidly in the achieve success. See for yourself how much you can save while
event of a disaster. driving higher revenues across your branches.

Contact your Avaya Client Executive or Authorized Avaya


7 Drive down the total cost of ownership and accelerate
BusinessPartner and ask for a demonstration of the custom
your return on investment.
Avaya ROI tool, or visit us at avaya.com/learnmore/ip.
No branch strategy is complete without a means of controlling
costs and increasing return on investment. Avaya lowers your *On Avaya DEFINITY® SERVERS and later releases of Avaya telephony software.
maintenance costs through central administration tools that
eliminate the need for engineers to make visits for routine work.
In addition, patented remote diagnostic systems from Avaya reach
resolve up to 96 percent of network problems with no expensive
physical intervention required.* Better still, Avaya can help you
optimize the investment you’ve already made in your branches
a higher plane
with a strategy for gently migrating to IP and solutions that of communication
integrate with other vendors’ components.

© 2004 Avaya Inc. All rights reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in the U.S. and certain jurisdictions. All trademarks identified by ® and ™ are registered
trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.

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