Strong and flexible IVR technology improves Customer Satisfaction for a leading international Bank in UAE.

Converged Communications MENA (CCMENA), the region's supplier of CT (Computer Telephony) building blocks, Services and Solutions for creating innovative and cutting-edge communication solutions for Enterprises, Service Providers and Telcos, has been requested by The Royal Bank of Scotland plc (RBS), Dubai to implement Screen Pop-Up solution for their Contact Centre Agents.

In order to guide RBS to the right solution Converged Communications (CCMENA) analyzed existing customer’s system, highlighted its disadvantages and offered worldwide proved Syntellect Communications Portal solution for the best customer satisfaction.

Syntellect is a leading provider of self-service and live contact center solutions spanning the entire customer service spectrum. Its comprehensive solutions are designed to empower customers to achieve the best mix of automated and live assistance service with the flexibility to adapt to changing needs and conditions.

Syntellect Communications Portal is an open, standards-based platform with integrated application development and management components that significantly reduce the time, cost and complexity of deploying voice and IP communications solutions. The Communications Portal combines the industry’s most complete support for IP communication, including telephony, video messaging, SMS, and email with comprehensive support for traditional voice communication. By melding these capabilities, the Communications Portal offers a multi-modal Portal that enables organizations to deploy all of their communication applications on a single, cost-effective platform.

“Our proposed Syntellect Communications Portal platform completely addresses all the IVR & screen pop-up needs” said Ashraf Elyan, Managing Director of CCMENA. ”It is very stable and powerful platform to carry out daily bank’s call volume.”

“We’ve chosen Syntellect platform for its ease of use, ease of implementation and to address the required customization” added Eric Moneyang, Technical Manager of Converged Communications MENA

RBS was keen to gain more confidence in front of its clients by implementing new system which will better serve and secure customer transactions and banking operations. Thus RBS’s client can be assured that while depositing or checking their accounts or credit card balance their operations are highly protected. Besides, new Screen Pop-Up application eases agent’s job by answering, making and transferring calls, organizing conference, it has hold and disconnect functionality along with reporting.

For the Screen Pop-Up integration CCMENA engineers used industry leading CTI software from Syntellect - CT Connect. If before applications were not interacting between each other, now Syntellect CTI Link provides strong connection between IVR and Screen Pop-Up. Telephony integration with Avaya SIT 8500 IP PBX was made by using Dialogic DMV 600 Media Processing Boards.

The deployed IVR solution handles 120 concurrent calls on Production Server with 50% DR site. The total call volume is 80-90 concurrent calls in the peak hours. Screen Pop-Up application supports 220 agents.