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Tokyo, Japan – The Tokyo Star Bank, Limited (TSB) and Avaya Japan, Ltd (Avaya) announced today that TSB deployed Avaya’s solutions to renew its contact center systems. By centralizing Avaya’s scalable solutions with TSB’s customer relationship management (CRM) system, TSB can further improve customer service and enhance one-to-one marketing, driving TSB’s omni-channel strategy.
The Avaya solution enables TSB to:
By centralizing the Avaya solution with TSB’s CRM system, TSB is able to collect customer information obtained through different channels in real time, which allows TSB to immediately respond to customers on any channel. For example, the system will identify customers, and it automatically route their call to the right agent to provide tailored and optimal service and suggestions. Especially, referring customer's data with their financial asset volume for its optimal routing is a unique initiative in Japan.
As the number of users of digital devices such as smartphones and tablets increases, TSB is able to offer value added advanced services, wherever the customer is. For example, TSB can send web content, such as a store locator in real time in response to an inquiry made on a smartphone.
The solution visualizes incoming calls and the status of agents in real time, optimizing resource allocation and improving cost effectiveness. Additionally, it will enable TSB to integrate the communications infrastructure within the group companies, including overseas, helping to reduce communications costs and delivering a secure communications environment in future.
Quotes:
“We are very proud to be selected by Tokyo Star Bank to help it meet its goals of enhancing the customer experience. As smartphone enquiries continue to increase in Japan, being able to deliver the easy-to-use communication channels that today’s tech-savvy customers expect is essential for growth and business continuity for any financial institution. By embracing this challenge and transforming its customer experience, Tokyo Star Bank will be able to enhance efficiency, reduce operating costs, drive revenue growth and deliver true customer delight.”
Hideki Wachi, Country Managing Director, Avaya Japan
“We selected Avaya because of its proven track record worldwide in delivering contact center solutions, and its best practice in contact center management, meaning that we knew that we would not have to do a lot of customization and would be able to start using the system immediately. With Avaya, we can take a step-by-step approach toward service delivery based on customer segments. With Avaya’s solution, we will improve productivity, accelerate business efficiency.”
Hiroshi Maeda, Vice President, Retail IT Planning, Retail Planning Department at Tokyo Star Bank
About Avaya
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit www.avaya.com.
miao@avaya.com
+86 10 8516 5519
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at https://www.avaya.com.