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National Australia Bank implement web-based virtual contact centre
Jul 31 2012, 11:54 AM
National Australia Bank has implemented new call centre solutions with a web-based virtual contact centre.
The bank has virtualised its call centre operations by installing a web-based virtual contact centre, which will replace nine PABX systems. This will mean the call centre's data entry will operate on a holistic basis, rather than being slightly more haphazard.
Chief information officer Adam Bennett told The Australian that their phone-based network platform has been replaced with a web-based system capable of servicing 3000 operators in 36 call centres. The bank has spent three years implementing the project, which is expected to save 30 per cent of ongoing costs.
Key benefits behind a move to virtualisation include scalability, efficiency and cost savings. The new infrastructure will be put in place immediately, Mr Bennett said. Speaking to The Australian he added: "Call centre agent numbers and functionality can scale up or down as needed and the new system opens up opportunities for new workforce structures.
"In the future agents will be able to work from other locations, including their homes."
Posted by Neil Hill
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