CardOneBanking Drives UK Expansion with ShoreTel UC
Online current account provider CardOneBanking has selected ShoreTel Unified Communications (UC) platform and ShoreTel Enterprise Contact Centre (ECC) from Incom-CNS to support their UK expansion.
The solution supports the company’s UK growth plans by providing scalability, high availability and ease of use. They will also benefit from the lowest possible total cost of ownership, and integrates fully with their existing Oaisys call recording application.
Prior to the ShoreTel deployment, CardOneBanking experienced regular system failures of its Avaya IP Office communications platform during busy periods, presenting a significant risk to business operations and the brand’s reputation.
With over 20,000 customers, including 4,000 SMEs, CardOneBanking wanted to deliver a personalised customer experience. By delivering this across all communication channels, they could enhance customer loyalty and improve competitive standing. The online payments business also had concerns about the accuracy of performance reporting for customer satisfaction and sales achievement.
Benefits of the communications solution
The ShoreTel deployment supports all users including 40 call centre agents. This also includes a wallboard solution that enables CardOne Banking to manage levels of demand and improve first call resolution rates and call waiting times. Incom integrated the new system with the Oaisys call recording application and provided new servers and Power over Ethernet (PoE) Local Area Network (LAN) switches to optimise system performance.
Andrew Phillips, Head of Technology and Development at CardOneBanking, comments, “Our number one priority is delivering a first-class customer experience to aid customer retention, brand loyalty and company growth. The ShoreTel platform enables us to do so across all our touchpoints while achieving operational efficiencies, greater collaboration and productivity. Thanks to Incom and ShoreTel, we can now offer a clearly differentiated, value-added service to our customers.”
Grant Counsell, Enterprise Sales Director at Incom-CNS, comments, “The financial services sector is fiercely competitive. CardOne Banking needed an innovative solution to help them respond and meet the needs of their customers. By implementing ShoreTel UC and ECC, CardOne Banking has a more agile way of working and collaborating that is inclusive to its entire staff. It offers them the opportunity to stand out from the crowd with service excellence and to also deliver transformational change across the business.”
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