Spanlink Communications, a leading customer interaction and VoIP communications solution provider, today announced that TCF Bank has completed the implementation of a new multi-site VoIP communications solution to streamline its process for communicating with banking customers.
The new communications solution has benefited TCF in the following key areas: multi-site call routing; call handling efficiency; skills-based routing and reporting. TCF Bank is a multi-service financial institution with 400-plus banking locations in six states, including Minnesota, Illinois, Michigan, Wisconsin, Colorado and Indiana. The new system serves 175 agents in two locations.
The integrated, Spanlink-designed, VoIP-based system replaces the bank's proprietary and independent legacy-based PBX and ACD systems to provide seamless services regardless of where a customer call is routed. The system enables IVR data and other caller information to be transferred between sites. It also establishes a fully-redundant system for disaster recovery or catastrophic failures.
"Our goal was to build an integrated customer interaction network that leverages VoIP communications to route calls more efficiently to any available resource at any appropriate location," said Earl Stratton, chief information officer of TCF Bank. "The phased deployment established by Spanlink lets us preserve our investment in some of our existing contact center applications, such as our IVR database, while we move forward with the foundation of a more strategic customer care environment in which to serve our customers."
Spanlink's solution is based on a combination of Cisco and Spanlink software solutions. Cisco's IPCC Enterprise integrates seamlessly with TCF's existing IVR, recording and workforce management components. The solution includes Spanlink-designed skills-based routing, and Cisco Agent Desktop and Cisco Supervisor Desktop products, which are co-developed by Spanlink. Cisco Agent Desktop delivers IVR data and other caller information via screen pop to agents at either location. Cisco Supervisor Desktop provides for real-time reporting and monitoring.
"We are thrilled to count a leading bank based in our own hometown among our list of VoIP communications customers worldwide," said Spanlink CEO, Brett Shockley. "TCF has a strong vision of how they will leverage VoIP communications technology to transform their business process and streamline the way they communicate with customers."