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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.
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
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