Merchbanc

100-2,499 Employees
Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

"There are many features that Scopia provides for us, plus easy, intuitive operation."

— Miquel Reig, IT Director, Merchbanc

Benefits

Increased Productivity
Improved Customer Service
Network Scalability

AVAYA’S ‘FULL STACK’ SOLUTION PROVIDES MERCHBANC WITH MORE EFFICIENT AND SECURE COMMUNICATIONS

The financial group Merchbanc chose Avaya for the unification of all communications - voice, data and video - with the aim of providing the best service to its customers while complying with strict security regulations required in the financial sector.

Concerned with ensuring the necessary security protocols required for the transfer of information between the financial group and its customers, Merchbanc decided more than a year ago to modernize its infrastructure.

"We needed to modernize our corporate technology and make the jump to a latest generation IP telephony system. It is very clear that telephony is strategic to our business," explains Miquel Reig, director of IT at Merchbanc. "Professionalism and the expertise of Infocom, backed by the prestige of the Avaya brand, gave us the final push to embark on this complete renovation project which we have implemented in our three offices," he continues.

The implementation of the Avaya solutions has been carried out both at its headquarters, located in Barcelona, and its offices in Madrid and Valencia, achieving a unified communications system that supports more than 150 users. For Avaya, Merchbanc is a clear example of 'full stack' where the integration of voice, video and network helps the customer make more efficient and secure communications.

CHALLENGES

• Modernization of corporate technology
• Protecting communications security
• Outsourcing private cloud services

VALUE CREATED

• Enhanced communication security with service continuity
• Revitalization of internal communications
• Establishing a robust structure with capacity for future growth

Security and Continuity of Service

"Our daily activity which involves financial transactions over the phone, forces us to meet strict security measures and legal requirements to ensure data processing and the secure flow of information," explains Reig.

Since the first meeting, Merchbanc's concern was: ensuring highly secure and impenetrable communications due to the sensitivity of the information processed. They were also seeking to outsource communications to an external CPD, configuring a private cloud to house all corporate services.

To meet these requirements, IP Office Server Edition was installed on the server located at the external CPD and at the three offices, to ensure continuity of service in the event of an incident. In each of the venues a Control Unit - gateway - has been installed which allows the use of local communication lines to the office, while also providing physical back-up that ensures normal communications in the event of failure.

To ensure that the legal requirement of voice recordings are handled properly, they chose to implement the Contact Recorder for IP Office solution. This application maintains a database of the call details associated with each of the recordings stored. Through a web browser, users can search the database, play the recordings and export to .wav format or re-send by email.

As for the installed terminals, they have opted for 9600 Series IP Deskphones. They are Gigabit phone models that do not require a separate Ethernet jack for PCs, helping to reduce costs and maintain the bandwidth needed for computers.

Meeting Room

Merchbanc has also chosen the Scopia XT5000 Series for its three offices with a dual 1080p/60fps resolution for live video and content, HD-quality audio, simultaneous H.264 High Profile and SVC compression, as well as multi-call function.

"We firmly believe in the use of videoconferencing as a means of boosting internal communications, as well as a way of saving on continuous travel," explains Reig. "There are many features that Scopia provides for us for daily use, plus easy, intuitive operation. For example, the second video channel can be used with an additional camera or to share data and content, which is very useful in our presentations."

Implementation Process

Reig describes the implementation process as "a success". "Despite the initial complexity, it has developed with complete normality, without affecting work or daily results. We also know that we now have a real growth capacity and we are ready and able to expand services at any time."

"We firmly believe in the use of videoconferencing as a means of boosting internal communications, as well as a way of saving on continuous travel."

— Miquel Reig, IT Director, Merchbanc

About Merchbanc

Merchbanc is a financial group founded in 1981 that specializes in asset management and financial advice. It offers its customers personalized advice and investment solutions, seeking better alternatives and optimization of existing resources. Since its establishment, Merchbanc addresses these needs, prioritizing building strong long-term relationships with its customers and the long-term defense of their interests.

For more information, visit: www.merchbanc.es.

CUSTOMER PROFILE
  • Headquarters:

  • Spain

  • # Employees:

  • 2499

Merchbanc is a financial group founded in 1981 that specializes in asset management and financial advice. It offers its customers personalized advice and investment solutions, seeking better alternatives and optimization of existing resources. Since its establishment, Merchbanc addresses these needs, prioritizing building strong long-term relationships with its customers and the long-term defense of their interests.

What our Customers are saying
"Our daily activity which involves financial transactions over the phone, forces us to meet strict security measures and legal requirements to ensure data processing and the secure flow of information.”

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  • Miquel Reig

  • Merchbanc