Volksbank Hungary, a subsidiary of European banking group Österreichische Volksbanken, has implemented a contact centre system, based on Alcatel's interactive voice response (IVR) technology and delivered by NextiraOne.
The system, which is integrated with the bank's legacy IBM DB2 database - will enable customers to access bank account details and perform administration functions such as transfers, over the telephone.
Maria Skonda, assistant general manager, executive board member, Volksbank, says: "By implementing a contact centre at the core of our retail business, Volksbank has increased customer satisfaction by providing information directly to customers either interactively by phone or via an agent."
The bank says it plans to add computer telephony integration (CTI) features to the contact centre system over the next two years and extend the service to its branch offices.
NextiraOne was previously responsible for redeveloping Volksbank's voice network infrastructure, installing two Alcatel OmniPCX Enterprise communication servers at the bank's headquarter sites and 28 voice hubs in branches offices.