Banking Branch convergence from IBM and Avaya

Executive summary

The goal - Better supporting today’s banking needs

The key to improving branch and call center productivity lies in the ability of relationship managers and loan officers to easily collaborate. Accomplishing this would mean faster decisions, greater customer responsiveness and increased intelligence that can help boost revenue potential.

It sounds simple enough. But multiple disparate communications systems in various physical locations make this form of business continuity challenging, to say the least.

The advantage - Continuous communications for nonstop business

With the branch convergence solution from IBM and Avaya, integrate your contact center and branch environments to create a near seamless customer experience. Simply put, our solution can help your bank operate as a single enterprise, linking the intelligence and resources of the call centers, data centers and mobile workers with the branch, and the rest of your enterprise, regardless of geographic location.

Now individual branches can be linked together with consistent and transparent communications capabilities, effectively integrating experts and resources found across branches, contact centers and other bank locations. In that way, enterprise-wide, your employees can create more collaborative relationships with customers, independent of their physical locations. And branch employees and relationship managers can easily connect and access up-to-the-minute customer insight data, while routing the right person to serve customers in the best possible way.

The result is an advanced communications infrastructure and suite of communications applications that can provide clear operational efficiencies to your bottom line.

The benefits - Connect faster to work smarter and serve better

With the branch convergence solution from IBM and Avaya, create consistent and transparent communications across your banking channels. This new integrated channel can help enable the following benefits.

Business view

The goal - More effective communications across branches

Transform your branch and contact centers into a converged network of efficient and reliable banking. IBM and Avaya can link your contact center and branch environments together so you can deliver a near seamless customer experience, with access to core banking applications and customer insight data.

The advantage - Why IBM and Avaya?

Together, IBM and Avaya offer banks the unique ability to integrate and converge advanced communications capabilities together with headquarter applications, contact centers, branch office networks, Internet banking and mobile workers. We have experience in:

The benefits - Collaboration and connectivity regardless of location

Designed to create a near seamless customer-facing experience, the branch convergence solution from IBM and Avaya is a result of combing key elements of several proven financial services solutions, including:

The result is a hybrid communications infrastructure and suite of communications applications that integrates disparate contact center and branch environments together into a single and flexible distribution channel. Whether it's your physical branch locations, contact centers or online banking, each of these channels can be transparent in nature.

Then your branch employees can view and access the same core banking applications and customer insight data as your contact center staff for greater operational efficiency and more selling opportunities. Customers benefit as well, by gaining a more personalized, consistent and efficient banking experience.


The approach - Compelling results

Choosing IBM and Avaya for a converged communications solution, means your bank chooses a reliable, security-rich network, which facilitates positive customer relationships, enhances productivity and maximizes profitability.

We can design, build, deploy and manage a branch and contact center communications network, which allows real time personalized dialogue with customers across multiple channels.

Build a dynamic networked environment with the branch convergence solution from IBM and Avaya, enabling your personnel to collaborate and communication faster and more effectively. Then you can transform contact management into a business advantage.

The financial advantage - Maximize revenue opportunities

The branch convergence solution from IBM and Avaya can help your bank:

Technical details

The issues - Cost-effective multichannel branch convergence

The branch convergence solution from IBM and Avaya delivers benefits your line of business managers want—integration of contact center and branch customer service channels for real-time collaboration. Extend IP-enabled functionality, while continuing to utilize your voice infrastructure, protecting your existing assets through a simplified, staged migration process.

The benchmark - Count on industry leaders

Rely on IBM and Avaya to drive the convergence of voice and data communications, and leverage both existing and new investments in ways that can enhance your bank's business performance.

Our advantage is clear.

The components - Create a collaborative networked services channel

IBM and Avaya's banking clients can gain a cohesive approach to bring voice and data elements into their branch banking environment. Together, our consulting services offer a single point of contact from initial assessment through implementation and maintenance support.

This solution may include:

Avaya components can include:

The implementation - Effectively handle mixed voice and data

Choosing IBM and Avaya for a converged communications solution, means your bank chooses a reliable, security-rich network, which facilitates positive customer relationships, enhances productivity and maximizes profitability.

We can design, build, deploy and manage a branch and contact center communications network, which allows virtual real-time personalized dialogue with customers across multiple channels.

With the branch convergence solution from IBM and Avaya build a dynamic networked environment, enabling your personnel to collaborate and communicate faster and more effectively. Integrate with a proven infrastructure which supports business objectives by transforming contact management into an advantage.

The cost of ownership - Scalable network communications for the future

Together, IBM and Avaya can help deliver a lower cost of ownership through:

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Questions? Contact an IBM-SAP specialist.

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