With a total contact center solution from Avaya, Chinatrust Commercial Bank, a leading commercial bank in Taiwan, is now able to provide highly personalized service to customers, quicker response times, better call resolution and enhanced customer satisfaction. All of this is achieved with significant improvements in call distribution, seamless agent access to integrated customer records and an upgraded, flexible interactive voice response system. With such a truly innovative approach, the bank was a worthy winner of the recently announced Best Call Center Project Award 2010 from The Asian Banker.

The new contact center enables CTCB to serve customers through multiple voice and data channels and creates a dynamic service process.  It is less time consuming and more convenient for clients to reach the bank, and they can be serviced in a more “intelligent” manner during the interactions, thanks to a more integrated approach which ensures agents have instant access to customer records and can resolve queries on the spot.

CTCB has also seen considerable productivity enhancements. Automated call distribution and resource allocation help balance call loads and resources across sites, making better use of available agents and reducing wait times. Multiple call handling enhances productivity, improved agent mapping and personalized log in help ensure the required flexibility for the call center to run smoothly, and the new IVR system helps simplify maintenance, reduce ports and maximize the usage of those ports.

“CTCB is deriving concrete business value from its new contact center system,” said Timothy Mak, Managing Director of Avaya Hong Kong and Taiwan. “Contact centers are playing an increasingly strategic role in the business growth of banks – and all major organizations – across Asia Pacific. Customer service differentiation provided by a rich, context-aware, personalized interaction is a key benchmark by which high performance companies will be measured.”