The new system will replace the bank’s PBX and ACD systems and will serve 175 agents in two locations. According to Sparlink, the VoIP platform will enable IVR data and other caller information to be transferred between sites. It will also establish a fully-redundant system for disaster recovery or failures.
The aim of the deployment is to improve the bank’s multi-site call routing, call handling efficiency, skills-based routing and reporting.
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, said Earl Stratton, CIO of TCF Bank.
