Phone-banking in BZWBK24 electronic banking package

(...) It is an easy and quick access to services and products that, more and more often, turns up to be decisive for a customer when choosing a bank. The development of information systems has become a priority for banking institutions, as they enable to carry out banking transactions via Internet or over the phone. (...) Bank Zachodni WBK, foreseeing that customer care standards would undergo changes, has long ago planned on extending the range of its services by adding electronic channels-based communications with the customers. (The examples of electronic channels can be the Internet, SMS or WAP.) (...) In order to meet such needs, BZWBK resolved to maximally automate phone-based customer care using IVR and FOD systems (Interactive Voice Response and Fax on Demand, respectively.) Having taken this decision, BZWBK started to look for a phone-banking system for all of its 429 branch banks in Poland. Though, at an initial stage were defined criteria for a system and its provider:

• An efficient and reliable solution, which automatically handles a large number of connections round the clock
• A modern, scalable and open system technology
• A high-performance and flexible system adapted to the ever-growing number of customers and their requirements
• Wide experience in the field of banking systems (...)
   

Full description of solution: bzwbk.pdf (748 KB)