Let’s face it: the office phone alone is no longer enough to keep
business running.
Employees need to connect with colleagues and customers on the
spot—whether they’re in the office or on the road.
They need e-mail, instant messaging, voice over IP and more to
track down experts, make decisions and keep up with
the day-to-day demands of the business.
And they need all of these tools in one place. IBM Lotus
Sametime Unified Telephony software can help.
How? Let’s see how one company is using the software to support
faster response times, better decision making and
greater productivity.
Like all organizations, Open Financial Network prides itself on its
excellent customer service.
And the company depends on employees like Sam—a first-level
customer care specialist—to deliver it. Let’s find out
how he does it.
It’s 9:15 a.m., and the bank’s contact center needs Sam to handle a
customer inquiry.
The system automatically detects his location and routes the call
to his home office.
On the line is Ted, a customer who is juggling maxed-out
credit cards and a variable rate mortgage … and needs
help managing his debt.
Sam remembers that the mortgage and credit card departments are
working together on a new product that may meet Ted's
financial needs.
Using Lotus Sametime, Sam locates experts on the new product: Kelly
in credit cards and Gail in mortgages.
He sees that Kelly is offline and currently busy on a call …
but Gail from mortgages is available.
Sam doesn’t have to waste time looking up Gail’s number. He simply
selects Gail’s name in his contact list and clicks
“call.”
Gail chooses to accept it using her softphone—on her
computer—so she can keep her office phone open for
another call she’s expecting.
As they talk, Sam notices that Kelly is now available.
He invites her to the call.
Kelly accepts … and confirms that the new product is
available.
But does Ted meet the requirements?
To find out, Sam shares his screen with Gail and Kelly, so
they can view Ted’s profile in the bank’s customer
relationship management application.
Gail has a question for Ted, so Sam uses the click-to-conference
feature to bring Ted into their conversation.
With Ted’s answer, Gail determines that he
qualifies.
In a matter of minutes, Sam had found a concrete
solution to Ted’s problem.
The results? More revenue for Open Financial Network … and
another satisfied customer.
IBM Lotus Sametime Unified Telephony software helped Open Financial
Network simplify communication for employees and
improve productivity…
… allowing them to shorten cycle times, respond quickly to requests
for information, and make faster, smarter decisions.
Plus, employees can easily access their unified telephony features
through the desktop applications they’re accustomed to
using every day.
And it doesn’t overwhelm the IT department. Sure, they’re
delivering all these features to hundreds of users
across multiple, multivendor telephony systems. Sounds
complex.
But IBM Lotus Sametime Unified Telephony makes it easy. The
solution allows IT to integrate communication networks
and build on existing investments in telephony and
voice over IP…
… and deliver concrete business value without ripping and replacing
their existing systems.
Lotus Sametime Unified Telephony helps Open Financial Network
deliver superior customer service, giving it a
competitive edge. It could do the same for your
business.
For more information on IBM Sametime Unified Telephony software,
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