{"id":1643,"date":"2020-07-07T20:31:49","date_gmt":"2020-07-07T12:31:49","guid":{"rendered":"http:\/\/hualiteq.com\/?page_id=1643"},"modified":"2024-12-22T11:33:42","modified_gmt":"2024-12-22T03:33:42","slug":"%e4%b8%ad%e5%9c%8b%e4%bf%a1%e8%a8%97","status":"publish","type":"post","link":"https:\/\/hualiteq.com\/en\/%e4%b8%ad%e5%9c%8b%e4%bf%a1%e8%a8%97\/","title":{"rendered":"CTBC Bank Co., Ltd."},"content":{"rendered":"<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\u3010CTBC Bank Co., Ltd.\u3011An Omnichannel, Unified Innovative Customer Service Experience<\/h2>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"http:\/\/hualiteq.com\/wp-content\/uploads\/2020\/07\/lifesize-banner-img-1024x331.jpg\" alt=\"\"\/><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>System Used: Genesys PureEngage<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Case Background and Client Needs:<\/h2>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"http:\/\/hualiteq.com\/wp-content\/uploads\/2020\/06\/Genesys-logo_360x240.png\" alt=\"Genesys\"\/><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Project Background and Client Requirements:<\/h2>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>To enhance its customer service experience, the following challenges needed to be addressed:<\/p>\n\n\n\n<p>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 End-of-Life (EOL) Avaya PBX System: The outdated system could no longer be upgraded.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.<br>2. Digital Transformation Needs: Integration of voice, text, and video agents into a unified operation system.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Solutions Provided:<\/h2>\n\n\n\n<p>To address these needs, Genesys provided the following solutions for China Trust's contact center:<\/p>\n\n\n\n<p>1. Genesys CIM Platform \u2013 Customer Interaction Platform<br>2. Genesys SIP \u2013 SIP Switching Solution for both contact center and administrative PBX.<br>3. Genesys SIP Business Continuity \u2013 Disaster recovery architecture for SIP.<br>4. Genesys VoiceMail \u2013 Voicemail system.<br>5. Genesys SIP Qualification &amp; Parking \u2013 Call parking and voice qualification.<br>6. Genesys 3rd Party Chat \u2013 Integration of third-party text chat and video solutions.<br>7. Genesys Co-Browse \u2013 Web co-browsing functionality.<br>8. Genesys WebRTC Service \u2013 Web-based telephony.<br>9. Genesys Outbound Voice \u2013 Automated outbound calling system.<br>10. Genesys Interactive Insights \u2013 Customer interaction analytics platform. <br>11. Genesys InfoMart \u2013 Customer data warehousing.<br>12. Genesys Pulse \u2013 Real-time monitoring system.<br>13. Genesys HA \u2013 High Availability architecture for system reliability.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Client Achievement Highlights:<\/h2>\n\n\n\n<p>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.<br>2. Multimedia Routing: Unified mechanism for routing voice, video, and text conversations. Improved fairness and speed in task allocation across multiple locations.<br>3. Multimedia Scheduling: Unified performance evaluation for voice and text services, resolving inconsistencies from previous separate evaluations.<br>Enhanced Digital Features: Introduced industry-first interactive browsing for customer service. Web-based telephony benefited overseas business travelers and tourists.<\/p>\n\n\n\n<p>https:\/\/youtu.be\/6E0QyBLTvB0<br>\n\t\t\t<a role=\"button\"><br>\n\t\t\t\t\t\tBack To List<br>\n\t\t\t\t\t<\/a><\/p>","protected":false},"excerpt":{"rendered":"<p>\u3010\u4e2d\u570b\u4fe1\u8a17\u5546\u696d\u9280\u884c\u3011\u5168\u901a\u8def\uff0c\u4e00\u81f4\u5316\u7684\u5275\u65b0\u5ba2\u670d\u9ad4\u9a57\b\b \u4f7f\u7528\u7cfb\u7d71 Genesys PureEngage \u6848\u4f8b\u4f7f\u7528 [&hellip;]<\/p>\n","protected":false},"author":10,"featured_media":1387,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center 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