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Financial Institutions Rely on Zultys for Competitive EdgeZultys UC Solutions Help Maintain Effective Workflow Necessary for High-Quality Service (February 22, 2012)
SUNNYVALE, CA -- (Marketwire) -- 02/22/12 -- With more than 6,000 banks  and 7,500 credit unions (CUs)  in the United States, consumers and businesses can afford to be picky about where to bring their money. That's why financial institutions must ensure their customer service is the differentiator. Indeed, all it takes is one bad experience to sour a relationship with a customer: A 2010 Teleperformance survey found that a single negative experience with a customer call center would probably make 68 percent of respondents take their business elsewhere .
But training workers to be courteous and responsive won't mean much if an institution's phone system lacks the features needed to effectively manage and route customer calls. Problems with intelligent call routing, such as long hold times and ineffective call handling, still dent customers' perceptions of good service. Unified Communications (UC) has risen to these challenges and presents a solution to ensure flawless customer service. Zultys, in particular, provides high-quality UC systems that enable a consistent and unified user experience, allowing financial support workers to collaborate quickly and effectively.
"With Zultys, our operators can give better feedback to customers and get them the help they need faster, rather than blindly transferring them to someone's voicemail," said Scott Mayes, information security officer for Indiana Bank and Trust, a $1.1 billion bank with 22 locations across central Indiana. "Zultys has potentially allowed us to get customers in touch with our staff more efficiently, and also makes it easier to communicate with people throughout the organization."
Whenever a customer calls, bank representatives can use Zultys' Presence feature to view other agents' availability, as well as the number of calls that are active and on hold. Workers can send and receive voicemails across locations, as well as collaborate instantly through IM and emails. Entire calls can be recorded at any time during their progression, then stored in the system for future review. Phone calls can happen via desktop or a softphone, furthering efficiency.
Moreover, supervisors can use workflow information to measure how well a call center is functioning. With full transparency and oversight, managers have the granularity they need to find the sources of problems and fix them in real time.
"Excellent customer support can only happen with a system that is both reliable and enables effective workflow," said Steve Francis, chief sales and marketing officer at Zultys. "Zultys fulfills these two factors in a simple, powerful and cost-effective manner. Every user has the tools to deliver the highest level of support in an efficient manner. Financial institutions now have a system that will help ensure and maintain stellar customer service."
To learn more about how Zultys streamlines communications for IBT, please visit http://www.zultys.com/documents/Zultys_Ind_Bank_Case_Study.pdf.
Zultys is the global provider of a true all-in-one unified communications solution. Innovative, reliable and scalable, Zultys IP phone systems integrate voice, video, data and mobility -- in a single appliance -- to optimize collaboration for businesses of all sizes. Zultys delivers a powerful, feature-rich communications system that is easy-to-use, deploy and maintain. Zultys is headquartered in Silicon Valley with offices around the world. To learn more, visit www.zultys.com.
Zultys. Innovate. Communicate. Collaborate.
 Seeking Alpha, "Number of US Banks Drop by 77 in First Quarter," 24 May 2011. http://seekingalpha.com/article/271658-number-of-u-s-banks-drop-by-77-in-first-quarter
 The Credit Union National Association. http://www.cuna.org/
 TMCNet, "One Negative Call Center Experience Turns off 68 Percent," 26 January 2010. http://call-center-software.tmcnet.com/topics/call-center-solutions/articles/73686-one-negative-call-center-experience-turns-off-68.htm
Jennifer Rivera Ridless
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