I&M Bank is one of Kenyaâ€™s leading privately held commercial banks offering a full range of corporate and retail banking services.With its nine strategically located branches in three cities, all its branches are connected with real-time online, offering seamless branch banking to all customers.The Bank allows Banking by phone, e-mail, fax and SMS. It has its own centralized treasury and Finance operations.
Almoayed group has set an IP Base call center in I & M Bank Kenya. The Nortel BCM solution has been implemented to cater to its requirements.Nortel Networks BCM is a converged small and medium office IP PBX solution.As a complete box solution, BCM supports a wide variety of applications including Unified Messaging, Contact Center, Auto Attendant, IVR, security, routing, and more. BCM has the flexibility to support IP, digital, wireless, and analog telephones and powerful networking features to Communication Server 1000.
The Nortel IP telephony was also added at the branch level.
By using the power of IP telephony, Business Communications Manager has enabled the I&M Kenya agents in multiple locations to support the same queue â€“ even agents working from home can receive calls as if they were at the office. Call processing is seamless, enabling a business to get maximum efficiency from its employees.
An 8 port IVR has been integrated to BCM with the connectivity to the Bankâ€™s customer database. Existing customers can there by call IVR, get authenticated using their account number/pin codes and execute various request without any help of a â€˜live call agentâ€™. At any point time, the caller can ask for a â€˜live agentâ€™ assistance by pressing a defined key on his/her telephone. The IVR can also play information announcements on bankâ€™s various services.
A brief flow chart for the above mentioned applications as shown below:
CTI Integration & Agent Portal â€“ The Nortel CTI agent was provided for screen pop-ups with historical and real-time information on the caller. The Nortel CTI Agent Portal allows caller information from the contact center database to be displayed on the agent desktop at the time of the call. The Nortel CTI Agent Portal empowers contact centers to reach new levels of agent efficiency and customer satisfaction by providing agents with real-time information on incoming calls through PC screen pops, ensuring agents have detailed access to the caller's prior history and present inquiry. The Nortel CTI Agent Portal can save your contact center seconds in network and people time on every call and allow your agents to start servicing the caller immediately upon arrival. By using the CTI integration, the transferred call to an agent will be presented with all the relevant data of the customer such as customer details, transaction history, account details etc. on the agent.