Voice and Collaboration Solutions

While some banks settle with “dial tone and a phone system”, BITS customers understand banks need a more strategic approach to providing high quality customer support. With less customer traffic at branches, banks still need to maintain personalized customer service. BITS has customized a complete communication and collaboration platform based on the unique requirements of the community financial services industry. We are here to help our customers maintain customer satisfaction and loyalty by providing their customers with state of the art banking services.

With a Cisco powered hosted phone solution and carrier level voice connections residing in both BITS Datacenters, there is no need for capital intense phone systems and expensive phone lines at any of your locations.

Our complete communication platform ensures the highest quality voice, a scalable and customizable design, feature rich options, an enterprise class phone system, and voice circuit redundancy. With a solid infrastructure in place, your employees can communicate with ease and your customers will get the phone support they deserve.

Our multi-tenant and hosted voice system is managed and supported by our highly certified Cisco engineers.

SECURITY – 11 years’ experience in designing a secure, private and encrypted VoIP solution

BUSINESS CONTINUITY – Increased resilience, disaster recovery, and automatic-failover

SCALABILITY – Infinite scaling capability to grow with your financial institution

PRODUCTIVITY – inter-branch calling, mobility, contact center, voicemail to email, ad-hoc recording, conferencing, video options and detailed reporting

STANDARDIZATION – Same phones and functionality regardless of branch, ops center, or corporate office

BORDERLESS – Allow executives, call center resources, and other critical employees to work remotely

INTEGRATION – Desktop, CRM and core integration

LOW UPFRONT COST – No need to buy a phone system; it’s already in our datacenters

The amount of detail that needs to be considered when buying a traditional phone system can often be overwhelming. Features and functions; hardware depreciation; license fees; installation costs; and support, maintenance and usage charges are just the beginning. Then add the complexity of deploying voice over a network designed to handle data, managed by your local telecommunications provider or core processor with no or little experience with supporting Voice over IP (VoIP) solutions.

That is, if you have the internally certified voice engineers and resources to support and manage everything.

Not all phone systems are created equal. How does yours perform?

We’ve divided up the way a phone system can affect your bank into four categories: Financial Benefits, Business Continuity, Enhanced Productivity, and Optimization.

Use our comprehensive check lists:

Voice System Comparison Checklist

Voice and Collaboration Solution Add-Ons

BITS Contact Center Solution is designed specifically for financial institutions.

Financial institutions have always taken great pride in knowing customers by their names and faces, rather than their account number. But, as customers are handling more of their banking online, they aren’t visiting their bank in-person as often. This means that financial institutions must find other ways to maintain customer relationships, starting with over the phone interactions.

BITS’ Contact Center solutions are designed specifically for financial institutions. Along with improving customer service, our solutions enable financial institutions to better maintain relationships with their customers and gain business intelligence.

Service Customers Better over the phone by:

Direct customers to the right resource quicker - maintain personalization while directing customers to who they need faster.

Flexibility - Easily add agents, regardless of physical location, to your call center in times of peak demand.

Match staffing to demand - Call statistics help identify staffing requirements during peak call times, creating better customer experiences.

Identify the most requested products and services - to better train and hire staff, know what customers are inquiring about the most.

Customized automated reports - Along with real-time statistics, you can view granular reports that are automatically generated and emailed.

Understand team performance - Wallboards display real-time queue statistics and can change colors as thresholds are met.

Enable organic growth - Enhance cross-selling through improved customer satisfaction.

Watch this video to find out more:

BITS Call Recording solution provides on-demand recording, easily tailored to support service excellence, policy adherence, and regulatory compliance. Recordings enable staff to resolve disputes quickly, support legal defense, and mine fresh business intelligence.

Flexible Recording - Record 100% of calls, by business, and compliance rules, and on-demand. Supervisors may monitor live calls and record any call from its start. If a caller is transferred, the recorded call segments are merged to support service quality.

Easy Search and Retrieval - Review call recordings to discover new ways to improve customer satisfaction and agent work activity. Easily retrieve stored recordings and pinpoint specific calls with intuitive searching. Use call metadata associated with customer information, such as account numbers, to make finding recordings easy.

Protect Customer Data - Protect calls while recording and when stored with AES 256-bit encryption and with SSL encryption during transmission across networks. Strongest access security features protect customers from unauthorized access.

Compliance Recording - Pause and resume recording to protect sensitive customer data and facilitate data security requirements.

Monitor Policy Adherence - Live monitoring of performance is useful in coaching trainees and observing skilled agents, fine-tuning workflow processes, and spot-checking adherence. Team monitoring enables honing team skills, improving workflow, and guiding agents through complex tasks.

Easy Administration - Administrators assign customizable user roles via streamlined log on. User accounts are assigned one or more customizable roles that define the software user’s system feature and resource access.

Click here to download product brochure


Service Matrix

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BITS Consulting Service
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BITS CompleteVoice & CollaborationNetwork
Communication Infrastructure Assesment
Network Design & Engineering
Voice Design & Engineering
Internet & Security Services
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BITS CompleteVoice & CollaborationNetwork
Internet Access
Advanced Centeralized Firewall (Fully Redundant)
Advanced Centeralized Intrusion Detection/Prevention (Fully Redundant)
Security Portal for realtime monitoring and reports
Web Content Filtering
Remote Access VPN
Wireless Solutions
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BITS CompleteVoice & CollaborationNetwork
Bank Wireless Network Access
Guestnet Wireless Internet Access
Wide Area Network & Telecom
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BITS CompleteVoice & CollaborationNetwork
WAN & Telecom Technology
MPLS
Broadband
Point-to-Point
POTS (Emergency, Fax, Analog)
Centralized PSTN Access via SIP
800 Service
WAN Access Medium
Fiber/Ethernet
Traditional Copper (TDM)
Coax Cable
Wireless
BYON - Bring Your Own Network
Hosted Unified Communications & Collaboration
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BITS CompleteVoice & CollaborationNetwork
Hosted Cisco Unified Communications Platform
Communications Manager
Unity Voicemail
Contact Center
Fully redundant platforms hosted in each BITS Datacenter
Features
Standardized Dial Plan
Call Transfer between branches
Voice Mail
Unified Messaging (voicemail/e-mail integration)
Single Number Reach
Operator Console
Ad-hoc Conferencing
Unlimited Call Paths (no "all circuits busy")
Unlimited Local & Long Distance Included
Auto attendent
Music on hold
Fax Solution Options
Custom call routing
Native queuing
Corporate Directory
Hosted Call Recording
Call Analytics - Reports
Customized Phone Display - Your Logo
Contact Center - Call Center Platform
Skills-Based routing
Agent Desktop application w/ phone Integration
Supervisor Desktop application w/ phone Integration
Supervisor agent-resource management tools
Call Menu
Custom Queuing
Wallboard - real-time Queue Status
Custom Reports
Collaboration
Cisco Jabber
Outlook Address Book "Click-to-Call" (with Jabber Chat)
Instant Messaging (Interal)
Presence - Desktop view of collegue status (with Jabber Chat)
Cisco Webex/Spark Solutions
Video Conferencing Capabilities
Desktop Collaboration
Service Installation
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BITS CompleteVoice & CollaborationNetwork
Design & Engineering
Project Management
WAN Connecitivy Ordering and Provisioning
Voice Services Ordering and Provisioning
Voice Solution Design and Consulting
Acceptance Testing & Customer Sign-Off
Hardware Procurement
Routers
Switches
Secure Voice Gateway
Telephones
Network and Voice Accessories
Customer Premise Equipment Staging and Configuration
Router
Switch
Telephones
Telephony Core
Customer Premise Equipment Installation and Activation
Router
Switch
Telephones
Telephony Core
Datacenter and Third Party Configuration
Voice Platform
Core Network
Third Party Integration
Internet and Network Security
Telephone Number Porting
Training
End User Phone Training (Onsite)
Super User and Admin Phone Training
MyBITS Community (Portal) Training
Security Portal Training
Managed Services
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BITS CompleteVoice & CollaborationNetwork
Incident & Problem Management
Incident Monitoring
Trouble Ticket Generation
Customer Notification
Isolation & Sectionalization
Vendor Management - H/W Maintenance
Vendor Management – WAN Services
Track / Manage Outage to Closure
Service Request Management
Voice Feature - Move, Adds, Change
New Phone Setup
Network Projects
Configuration Management (Included in SOC Report)
Device OS Config Troubleshooting
Device OS Config Change Support
Change Management (Included in SOC Report)
Change Management Process
Change Tracking/Validation//Reporting
Release Management (Included in SOC Report)
Device OS Patch Management
Device OS Update Management
Customer Service Center (CSC)
Operations Service Desk (L-1 to L-4)
Operations Service Desk (L-1 to L-4)
Remote Configuration & Troubleshooting Acces
MyBITS Community (Portal)
Compliance and Vendor Management Documentation
Support Ticketing Self Service
Network Performance Reporting
Business Continuity
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BITS CompleteVoice & CollaborationNetwork
BITS Datacenters
Tier 1 Datacenter in Carrier Hotel
Backup/Mirrored Datacenter 175 miles from main
Fully Redundant systems hosted in Datacenters
Annual Datacenter & Services Failover Testing
Customer requested failover testing
Client Networks
Meshed Primary Network Connectivity
Meshed Secondary Network Connectivity
Auto-Failover between Primary & Secondary
Application Defined routing design
Small Office / Home Office design
Branch Disaster Recovery Support
Data Encryption across the network


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