23 August 2017
Visit http://response.ncr.com

ING Direct implements Avaya call centre technology

06 July 2005  |  8157 views  |  0 ING Group DirectCafe

ING Direct, the Internet and phone banking arm of Dutch bank ING, has implemented an IP telephony system supplied by Avaya at its call centre in Cardiff.

The system was implemented by UK firm Call Centre Technology (CCT), which the bank selected to design and implement the infrastructure for its Cardiff call centre facility and to upgrade existing systems at ING Direct's UK headquarters in Reading.

The contact centre design include a pair of dual processor Avaya S8700 Media Servers at the new Cardiff site, with Avaya Media Gateways attached. The Cardiff facility is linked by a high-speed Wide Area Network to ING's Reading headquarters where the original Avaya Definity Communications Server has been replaced by S8700 Media Servers.

CCT says the system integrates IP telephony applications with skills-based routing and management software, which is used to "intelligently" connect callers to the most appropriate agent. The network also links to the bank's in-house existing CRM application, providing staff with quick access to customer information.

The IP network is also integrated with the bank's Interactive Voice Response (IVR) system, which authenticates telephone banking customers.

Russell Attwood, CEO at CCT, says: "A distributed IP architecture, such as ING's, can provide both the essential resiliency and flexibility to deliver great service."

Comments: (0)

Comment on this story (membership required)

Finextra news in your inbox

For Finextra's free daily newsletter, breaking news flashes and weekly jobs board: sign up now

Related stories

Internet banking pays off for ING

Internet banking pays off for ING

13 May 2005  |  8416 views  |  0 comments
ING Direct UK rolls out Informatica data integration system

ING Direct UK rolls out Informatica data integration system

24 January 2005  |  8901 views  |  0 comments
ING Direct to create 300 jobs with new UK call centre

ING Direct to create 300 jobs with new UK call centre

25 October 2004  |  5087 views  |  0 comments
ING launches UK direct bank

ING launches UK direct bank

12 May 2003  |  6505 views  |  0 comments

Related company news

 

Related blogs

Create a blog about this story (membership required)
download the paper nowvisit www.dorsum.euvisit www.worldpaymentsreport.com

Top topics

Most viewed Most shared
Rabobank constructs physical model to understand IT architectureRabobank constructs physical model to unde...
15246 views comments | 39 tweets | 74 linkedin
Mobile contactless spending accelerating in UKMobile contactless spending accelerating i...
13051 views comments | 28 tweets | 23 linkedin
Barclays pairs banking data with third party apps for SmartBusiness DashboardBarclays pairs banking data with third par...
11695 views comments | 22 tweets | 34 linkedin
Australia regulates digital currenciesAustralia regulates digital currencies
10890 views comments | 21 tweets | 35 linkedin
RBS to bring Silicon Valley to EdinburghRBS to bring Silicon Valley to Edinburgh
10786 views comments | 10 tweets | 8 linkedin