TelstraClear has just completed what it says is its largest-ever VoIP implementation.
The IP system at the Bank of New Zealand covers 5,000 staff, across 186 BNZ branches and six corporate sites across the country. Bank chief information officer Paul Tait says it will improve bank efficiency, customer service and business flexibility.
“The solution we’ve developed with TelstraClear integrates a single telephony system across all BNZ branch and corporate sites, streamlining the entire process for the benefit of staff and, ultimately, customers,” he says.
The switch from analogue means the bank can now have virtual contact centre agents in all of its branches. The implementation uses the Genesys call centre and Witness recording solution.
The move to a Cisco-based IP solution, using Cisco Call Manager, also brings improved and consistent phone functions to staff, such as voicemail.
Previously, NEC and Ericsson PaBXs offered voicemail through differing systems, which are reaching the end of their lives.
Cisco, the bank says, offered the best fit with the distributed nature of the bank, including the right features, local support; plus flexibility for updates and integrating with the existing underlying Cisco-based data network.
The project began in mid-2006 and was completed at the end of 2007.
It included fitting 5,000 IPtel phones and providing Genesys-based capability for over 100 call distribution agents who previously used Automatic Call Distribution (ACD) functionality on the PABX systems.
TelstraClear group accounts manager George Serepisos says the project required careful planning. “A major challenge was to deliver a complex solution with negligible impact on the bank’s day-to-day business,” he says.
Since the roll-out, bank staff are increasing their knowledge of the technology, so BNZ is in turn developing enhanced and new capabilities. These include improved internal conferencing, collaboration tools, video-conferencing, and smarter call handling and distribution. This enables faster customer call presentation to staff without multiple diversions, the bank says.
BNZ says much time was spent ensuring its underlying data network was able to support the IPtel rollout — a key requirement.