Competition in banking sector has resulted in launch of new services to enhance customer experience and responsiveness. Introduction of new ICT innovations have added more value to the way banks handle their customers and internal processes.
Success is critically dependent on the smooth interplay between all communications channels. The information society demands faster and more mobile services. For example, customers expect their bank to give advice and assistance any time, and via any channel: at their local branch, over the phone, or via the Internet. This requires staff to gain complete customer visibility across all channels with the same service level quality.
While on-line banking has seen significant progress over the past years, issues like customer care, customer loyalty, cost efficiency and employee productivity are posing huge pressure on modernisation of telecommunications network in branch offices and call centres. Swecom focuses on delivering converged solutions and raises the bar by enabling