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 and Collaboration Solution Add-Ons
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.