A Major Thai Bank
One of the major banks in Thailand was highly successful in its use of its conventional electronic channels (branch and automatic teller machine-ATM) to provide customers with account information and transaction capabilities. The bank continued to enhance its services and intended to increase more channels.
The bank customers had become very comfortable with existing electronic channels. However, the existing electronic channels were lacked of convenience, customers have to find bank branch or ATM in order to do transactions. The bank had decided to move new channels close to customers.
Streams Roles and Responsibilities
To address the situation, the bank needed to find new channels designed to not only enhance its existing system but also more easily to access. As the result, the bank implemented an interactive voice response-IVR (Phone Banking) system called VoiceStream from STREAM I.T. Consulting.
VoiceStream is an integrated set of tools and software enabling rapid application development. With VoiceStream, caller can perform self-service transactions by simply pressing touch-tone phone-pads.
VoiceStream allows “short-cut”, a time saving attribute that let callers do the transaction without listening to a lengthy voice menu.
VoiceStream is built on the open technology and integrated seamlessly with the bank’s backend applications such as deposit, credit/debit card. VoiceSteam is running on Microsoft Windows 2000, using Microsoft SQL 2000 as database and integrating to various backend applications via Microsoft Host Integration.
Benefits
The benefits of VoiceStream speak for itself.
• Introduce cost-effectiveness channel
• Efficient management of channels and services
• Reduce workload on the branch staff
• Automation of calls using interactive voice response to handle balance enquiries, statement requests, fund transfer, check transactions and payments
• Customers can now access banking services in a much more convenience - any time/ any where
• Increased customers’ satisfaction |
