Because customer trust is a bank's most basic responsibility, its business is dependent on teh reliability and security of its communication technology.

Business Challenge: Providing over-the-phone transaction services between two interlinked customer call centers without disrupting the integrity of the customer's financial and personal assets.

Solution: Upgrade the voice communication network by implementing Avaya Interactive Voice Response Systems in each of the two call centers-ensuring safe and reliable "bank-by-phone" options. Network analysis, assessments and recommendations would provide a highly secured way for customers to manage their financial transactions.

Result: The bank improved customer service by providing a safe, efficient and reliable way for customers to do business and made a positive impact on three key strategic business objectives: customer retention, growth and profitability.