Siemens Deploys Unified Communication Solution over IP for Credit Union, Reducing Contact Center Operational Costs
Siemens Communications, Inc. (NYSE: SI) today announced that Insight Financial Credit Union in Orlando, Fla., has chosen Siemens to replace its company-wide communications system. The new HiPath solution improves customer service, saves money and optimizes operational efficiencies.
A rapidly growing credit union in central Florida, Insight Financial wanted a robust and efficient solution to improve its customer service, contact center metrics and disaster recovery capabilities. “Siemens truly listened to our needs, from the sales process and research of our needs, to installation, project management and ongoing support,” said Jody Walls, Vice President of Operations and Chief Operating Officer at Insight Financial. “Everything we were told and sold, Siemens delivered on. They exceeded our expectations.”
Siemens Communications’ productivity-enhancing applications, open standards approach and quality of service convinced Insight Financial to choose Siemens over all competitors. Another major factor was Siemens’ decision to meet repeatedly with a variety of stakeholders from Insight Financial - from the CEO and CFO to the management teams for various lines of business - to listen to their needs and craft a Siemens solution specifically to go above and beyond in meeting them. The Siemens service team was also involved early in the solution development process, showing its commitment to ongoing support post-installation.
Siemens’ all-IP solution met all the customer’s requirements for quality monitoring, improved operational efficiencies and a single system image with common features and functionality across the entire enterprise. Siemens provided an intuitive, rich user experience that allowed Insight Financial’s employees to learn new capabilities easily, making call resolution quicker and more efficient. After installing Siemens’s tailored solution, Insight Financial’s service levels now average at 98 percent and abandon rates are at their lowest ever, at 3 percent, down from 6 to 12 percent before installation.
A Siemens HiPath 4000 Real-Time IP System has optimized Insight Financial’s operational efficiencies and improved business continuity. The redundancy and resiliency provided by the HiPath 4000 enabled Insight Financial to have no interruption of service during and after implementation. Siemens HiPath ProCenter Enterprise has enhanced first-contact resolution rates, lowering operating costs and the total volume of incoming calls by reducing the number of follow-up calls from customers whose issues were not resolved the first time.
“Insight Financial selected Siemens because Siemens offered a converged, secure and highly scalable architecture; flexible, feature-rich collaboration tools; and standards-based, open, user-centric technology to provide powerful, flexible deployment options,” said Dana Rasmussen, President of Siemens Communications. “Siemens’ Open Communications solutions lower costs and provide enterprises with maximum flexibility while delivering superior performance,” he said.
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