|
Ulster Savings Bank implements AltiGen solution
Nov 23, 2009 (TELECOMWORLDWIRE via COMTEX) --
New York-based Ulster Savings Bank has deployed a call centre and
Voice-over-IP solution based on software from AltiGen Communications
Inc (Nasdaq:ATGN), the provider of integrated Microsoft-based Unified
Communications solutions said on Monday.
No financial details were disclosed.
According to the company, the bank implemented AltiGen's
MaxCommunications Server (MaxCS) redundant software IP PBX and call
centre at its main location. All Incoming customer calls are now routed
directly to a centralised toll free number at the main location to the
customer service centre.
In addition, calls between branch locations are routed via
Voice-over-IP across the bank's private data network, eliminating toll
charges.
Using the MaxCS remote survivability option, if a branch location is
unable to connect to the wide area data network, calls are routed over
the public-switched telephone network, avoiding service interruptions.
The bank also deployed Microsoft CRM (Customer Relationship Management)
software in its customer service department, which will soon be
deployed enterprise-wide. In 2010, the bank will deploy AltiGen's new
MaxCommunicator desktop call control software, where employees will be
able to 'click-to-dial' right from MS CRM for outbound calls and
receive screen pop-ups of customer records for inbound calls.
Ulster Savings Bank chose AltiGen because of the following features:
VoIP capability integrating all branches; call centre tools such as
call recording, agent reporting and supervision; centralised management
and self administration; integration with Microsoft; as well as
disaster recovery capability, the company said.
Comments on this story may be sent to tww.feedback@m2.com
[ Back To 4g-wirelessevolution.tmcnet.com's Homepage ]
|
INDUSTRIES
Back to TMCnet 
