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Updating IP Telephony and Contact Centre Systems

The Client: Xalq Bank OJSC

Xalq Bank is one of the leading corporate and retail banks in Azerbaijan. Established in 2004, it offers all major financial services, including deposit accounts, loans and credit cards. The Bank’s extensive network of 30 branches serves a large number of clients in both the corporate and retail sectors. 

Business Challenge

One of the Bank’s methods of interaction with clients is a call centre that handles over 1,000 calls daily. The client base grew over time, so could no longer be served by the existing facilities of the legacy call centre. The Bank’s senior management decided to invite ED to modernize both its IP telephony and call centre systems.

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Solution

ED specialists analysed the legacy systems, drew up the specifications for the target system and proposed solutions based on the programs of proven vendors. After several joint technical meetings in which all the pros and cons were clearly set out, the client chose the Cisco Collaboration solution.

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Business value

The solution developed by ED enabled the customer to enhance business value by achieving the following goals:

  • Increasing customer satisfaction.
  • Improving operational efficiency by implementing both IP telephony and contact centre solutions.
  • Reducing customer service response times by optimizing call scenarios and interactive voice response (IVR).
  • Implementing a robust solution supporting high availability.
  • Laying the foundation for future system scalability and video conferencing.

 
Technologies

Cisco CUCM v12, Cisco UCCX v12