Production is going on.
Centralized communications reduce calling costs while improving customer-journey visibility, agent productivity and service consistency.
BCT connected headquarters and 17 branches through a centralized IP PBX, integrating call-centre, ticketing, conferencing and analytics capabilities.
Client
Challenge
The branches operated independently without centralized connectivity. Calls between branches were chargeable, increasing telecommunications costs, while international calling remained expensive and audio conferencing was not centrally available.
The bank also had limited visibility into call-centre performance and relied on manual call tracking. Customer calls were not fully connected to the ticketing system, creating inconsistent service experiences and making it harder to track the customer journey or identify service improvements.
The bank also had limited visibility into call-centre performance and relied on manual call tracking. Customer calls were not fully connected to the ticketing system, creating inconsistent service experiences and making it harder to track the customer journey or identify service improvements.
Solution
BCT designed and implemented a centralized IP PBX solution at headquarters and connected all 17 branches through a single communication platform.
The solution supported 200 user extensions and 10 call-centre agent licenses, enabling free internal calls across branches. Call-centre and ticketing capabilities were integrated to connect customer interactions with service processes and automate call-journey tracking.
Real-time monitoring provided visibility into call-centre agent activity and productivity. Centralized audio conferencing supported collaboration, while third-party VoIP minutes provided a more cost-effective approach to international calling.
OpenPBX reporting and data-analysis capabilities created an operational view of call activity, service performance and customer interactions. The integrated platform combined communication, customer service and analytics in one operating model.
The solution supported 200 user extensions and 10 call-centre agent licenses, enabling free internal calls across branches. Call-centre and ticketing capabilities were integrated to connect customer interactions with service processes and automate call-journey tracking.
Real-time monitoring provided visibility into call-centre agent activity and productivity. Centralized audio conferencing supported collaboration, while third-party VoIP minutes provided a more cost-effective approach to international calling.
OpenPBX reporting and data-analysis capabilities created an operational view of call activity, service performance and customer interactions. The integrated platform combined communication, customer service and analytics in one operating model.
Impact
Headquarters and all 17 branches were connected through one centralized PBX platform, enabling free internal calling and reducing overall telecommunications costs. International calling expenses also decreased through third-party VoIP services.
Integrated call-centre and ticketing capabilities improved call tracking and customer-journey visibility. Automated service processes supported a more consistent customer experience and reduced the need for manual follow-up.
Real-time agent monitoring increased call-centre productivity and gave managers clearer visibility into service operations. Reporting and analytics helped the bank identify opportunities to improve service and develop new business initiatives.
By consolidating communications, customer-service workflows and operational reporting, BCT reduced the total cost of ownership for the communication environment while creating a more connected and measurable service model.
Integrated call-centre and ticketing capabilities improved call tracking and customer-journey visibility. Automated service processes supported a more consistent customer experience and reduced the need for manual follow-up.
Real-time agent monitoring increased call-centre productivity and gave managers clearer visibility into service operations. Reporting and analytics helped the bank identify opportunities to improve service and develop new business initiatives.
By consolidating communications, customer-service workflows and operational reporting, BCT reduced the total cost of ownership for the communication environment while creating a more connected and measurable service model.
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Contact Details
Bahwan CyberTek is committed to providing the highest level of protection regarding the processing of their vendors’/clients’/customers’/job applicants’/website visitors’ personal data based on applicable data protection laws and regulations at respective locations. In general, you can visit the Bahwan CyberTek website without providing personal data. However, there are times when Bahwan CyberTek will request personal data.
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