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KeyPoint Credit Union Selects Converged Solution From Avaya and Extreme Networks

Wednesday 12 May 2004 22:10 CET | News

When KeyPoint Credit Union set out to deliver faster and more effective customer service to its members, the company chose an end-to-end converged communications solution based on Avaya IP telephony and contact center applications and a high-performance, switched network infrastructure from Extreme Networks.

Using a single communications infrastructure from Avaya and Extreme Networks, KeyPoints contact center agents can connect customers to specialists in any location - such as an investment officer working from home, or a third-party collection agent. This helps ensure a seamless customer experience that improves member relationships, reduces call abandonment and helps callers rapidly obtain the information they need. Previously, KeyPoints customer service was hindered by non-integrated office operations, causing calls to be delayed or potentially abandoned when customers seeking a particular specialist were asked to hang up and call a different phone number to reach the specialist. The new converged network solution removes this obstacle with an IP infrastructure linking together all of KeyPoints employees and business partners dispersed across headquarters, retail outlets and home offices. Now, when a call is received from an existing customer or a new prospect, KeyPoint can directly route the call to the best available resource. KeyPoints converged communications solution incorporates Extreme Networks BlackDiamond(R) and Alpine modular switches - which establish a secure and resilient switched infrastructure - and Avaya IP-based systems, services and MultiVantage Communications Applications, which support telephony, contact centers, messaging, and unified communications. The solution includes integrated management tools, enabling KeyPoints network administrator to gain a single, centralized view of the infrastructure, reducing equipment and labor requirements. The mobility capabilities of the solution will also play a central role in enhancing KeyPoints ability to serve existing and future members around the clock. With an IP infrastructure in place, employees can be more accessible to colleagues and customers while working in any location. For example, if a KeyPoint employee based in San Jose needs to work in the companys Santa Clara headquarters for the week, she can activate Avaya Extension-to-Cellular, a capability that lets employees have their calls automatically forwarded to their cell phone or IP phone in the new location. And a customer care agent working at home or in a remote office can tap into the benefits of the Avaya IP Agent, a software-based phone application that runs on a personal computer. Placing a Priority on Reliability and Survivability When integrating all of its businesses into one communications infrastructure, KeyPoint placed a high priority on reliability and survivability to help ensure the credit unions customer service remains active during network interruptions or routine maintenance. KeyPoints new converged network is backed by capabilities such as local survivable processing, which maintains branch office communications, even if the branch is cut off from its headquarters. For the first phase of the implementation, Avaya BusinessPartner AdvanTel is implementing the end-to-end converged solution for KeyPoints headquarters location and contact center resources, setting the stage to integrate all of the companys branch offices. Avaya and Extreme Networks deliver convergence and switching products based open standards, allowing easy integration with each others products, and an organizations existing infrastructure. Future plans include the integration of a New Hampshire-based third-party contact center that operates 365 days a year, 24 hours a day on the east coast, serving KeyPoints membership world-wide.


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Categories: Payments & Commerce | Payments General
Countries: World
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Payments & Commerce