【CTBC Bank Co., Ltd.】An Omnichannel, Unified Innovative Customer Service Experience
System Used: Genesys PureEngage
Case Background and Client Needs:
Project Background and Client Requirements:
Founded in 1966, Chinatrust Commercial Bank Co., Ltd has grown alongside Taiwan's economic development to become a leading regional bank with comprehensive financial services. Guided by its principles of "Integrity" and "Friendly Service," China Trust has pioneered numerous innovative services, including issuing Taiwan's first credit card, establishing the first bank customer service center, and driving digital transformation in the financial industry.
To enhance its customer service experience, the following challenges needed to be addressed:
1. End-of-Life (EOL) Avaya PBX System: The outdated system could no longer be upgraded. Upgrading would require significant costs without introducing new features or technologies.
2. Digital Transformation Needs: Integration of voice, text, and video agents into a unified operation system.
Solutions Provided:
To address these needs, Genesys provided the following solutions for China Trust's contact center:
1. Genesys CIM Platform – Customer Interaction Platform
2. Genesys SIP – SIP Switching Solution for both contact center and administrative PBX.
3. Genesys SIP Business Continuity – Disaster recovery architecture for SIP.
4. Genesys VoiceMail – Voicemail system.
5. Genesys SIP Qualification & Parking – Call parking and voice qualification.
6. Genesys 3rd Party Chat – Integration of third-party text chat and video solutions.
7. Genesys Co-Browse – Web co-browsing functionality.
8. Genesys WebRTC Service – Web-based telephony.
9. Genesys Outbound Voice – Automated outbound calling system.
10. Genesys Interactive Insights – Customer interaction analytics platform.
11. Genesys InfoMart – Customer data warehousing.
12. Genesys Pulse – Real-time monitoring system.
13. Genesys HA – High Availability architecture for system reliability.
Client Achievement Highlights:
1. Upgrading to SIP-Based Architecture: Replaced traditional PBX systems with open-standard SIP protocols. Achieved integrated communication across voice, video, and data. Enabled rapid workplace transitions during the COVID-19 pandemic, reducing operational risks. Lightweight architecture allowed for easy management of remote operations.
2. Multimedia Routing: Unified mechanism for routing voice, video, and text conversations. Improved fairness and speed in task allocation across multiple locations.
3. Multimedia Scheduling: Unified performance evaluation for voice and text services, resolving inconsistencies from previous separate evaluations.
Enhanced Digital Features: Introduced industry-first interactive browsing for customer service. Web-based telephony benefited overseas business travelers and tourists.
https://youtu.be/6E0QyBLTvB0
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