 | 2007 | | | Multimedia Contact Center | | | Aastra Solidus eCare | | | Worldwide | | | Brazil |
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Banco Itaú is one of the largest private banks in Brazil. Customer interactions play a vital role in the business, ensuring loyalty, and Banco Itaú wanted to enhance the service offered both to its internal and external customers.
Banco Itaú consists of several departments, each handling different areas of the customer base. Its contact centers are based in four locations, with over 910 seats.
João Bezerra Telecommunications Director, Banco Itaú, explains the challenge facing the bank: “We have a high level of interaction with our customers, and with many different sites, it is important to be able to provide a consistently superior and uniform level of service to them.”
An interesting advantage of Solidus eCare, which forms part of Banco Itaú’s plans is its multimedia capabilities. Itau’s plans for the near future involve an integrated customer relationship and business intelligence system in order to increase its results. Banco Itaú was keen to implement features such as integrated solutions, Computer Telephone Integration enhancements, skill-based routing and sophisticated screen pop-ups. The inclusion of these features in Ericsson’s solution was a market differentiation in Banco Itaú’s decision.
Ericsson had previously provided telecommunications equipment to Banco Itaú and had an established relationship with Ericsson’s reseller, Damovo. Damovo’s confidence in Ericsson’s technology, along with the commercial and technical support provided by the partnership, played a key role in Banco Itaú’s decision to use the Ericsson solution.
The customer initially trialed the solution on 15 agent positions. After experiencing the advantages and features of the solution, Banco Itaú began to look at ways of rolling it out across the entire organization. Different versions of Solidus eCare were implemented across the four contact centers. This brought a high degree of flexibility and central management to Itau’s representatives.
The solution was scalable, enabling Banco Itaú to invest in the future as well its current needs. Implementation was swift, taking only 45 days, and a key focus was the integration of the contact center applications and the front-end software developed and used by Banco Itaú.
João Bezerra explains the benefits of the solution: “This solution from Ericsson was a big success and enabled us to reduce the running cost of our contact centers, allowing us to optimize our human resources and provide centralized administration on a distributed operation.”
Following the success of the Solidus eCare launch, Banco Itaú is looking to continue its fruitful partnership with Ericsson and reseller Damovo.
Read the Success Story (PDF)
