INDUSTRY WATCH
THE AVAYA PLATFORM WAS THE WINNER FOR THE BENCHMARK OF ITS LOCAL IMPLEMENTATIONS , ITS LEADERSHIP WITHIN THE CONTACT CENTER MARKET AND ITS HIGHLY COMPETITIVE ECONOMIC OFFER .
Founded in 1905 by members of the Escasany , Ayerza and Braun Menéndez families , Banco Galicia is one of the most traditional financial institutions in the country , with 2.7 million clients . With 100 % Argentine capital , the private bank has more than 330 branches spread throughout the national territory .
After more than a century of existence , the bank has not only overcome various complicated conditions in its environment , but it has also made successful acquisitions to expand its range of services .
It has a strong presence in all market segments , both individual and business : Retail , wholesale areas , industry , commerce , services , as well as in small and medium businesses . migrate to an IP platform , where the wiring was not a restriction and the volume of the telephone exchange and consumption were really in line with the new technologies ,” said Caiafa .
From there they called different suppliers . One of them was Cisco with ICE , another was the provider of TDM , Genesys Interactive Intelligence and Avaya , who were evaluated using a decision matrix .
“ The Avaya platform was the winner for the benchmark of its local implementations , its leadership within the contact center market and its highly competitive economic offer ,” said Caiafa .
Progressive installation
Due to the standardization of financial products , Banco Galicia uses customer satisfaction as a differentiator , which has contributed to improving its profitability and driving its growth , causing it to be the number one bank in Argentina . Investing in technology solutions has been a fundamental strategy it its desire to be one of the most recognized entities in its sector .
Marcelo Caiafa , Head of Unified Communications , Banco Galicia , said : “ The IT department is the main contributor to innovation for commercial headquarters , Business Continuity and the availability of services .”
Tied to the wiring
In 2014 , they planned to build a new data center in addition to the two they already have in Buenos Aires . They had a classic TDM central , which due to its technology kept them absolutely tied to the wiring and the physical installation .
“ The location of the new data center in a more distant location , 10 kilometers away , forced us to
“ It fulfilled all the technical requirements that we demand : the softswitch telephone exchange , interoperability with different systems and the incorporation of speech analytics , workforce management and social networks ,” said Caiafa .
The proposed solution included Avaya Communication Manager , Avaya Call Management System , the complete suite of Avaya Aura Application Enablement and Avaya Session Manager for the integration management of the IVR platform .
The management of chat , email , multichannel and social networks are managed with the Avaya Customer Connections Social Media Contact Center Manager and staff desktop solutions supported by Avaya one-X Agent .
Avaya Advanced Desktop Analytics understands call context and is able to assign calls to designated agents . Additionally , once the call is connected , we can identify the customer , by bringing in their CRM data and recording voice and all digital channel interactions .
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