Professional attendant console for a leading bank's Cisco Collaboration environment

A leading bank deployed Aurus Connect within its Cisco Collaboration environment to improve internal communications for approximately 300 executives and executive assistants.

By integrating with the bank's existing Cisco Unified Communications Manager (Cisco UCM) infrastructure, Aurus Connect provided a synchronized enterprise directory and a professional attendant console without requiring changes to the existing telephony environment.

The сhallenge

Executives make hundreds of business calls every day, but finding the right employee in the corporate directory often slows down communication.

Executive assistants faced an equally demanding task. They needed to process a high volume of incoming calls, quickly identify callers, check executive availability, place calls on hold and transfer callers to the right person – all while maintaining a seamless caller experience.

The bank needed a solution that would:

• Instantly find any employee                                                                         

• Display caller information before answering                                                              

• Speed up inbound call handling                                                              

• Reduce the time required to transfer and connect calls                                                              

The Solution

The bank implemented Aurus Connect as a professional attendant console for Cisco Collaboration, featuring:

• Enterprise directory with instant search by name, job title, department and other attributes

• Seamless integration with Cisco Unified Communications Manager (Cisco UCM) and Cisco IP Phones

• Caller ID for Cisco IP Phones

• Active Call Control for transferring, holding, parking, and managing calls from a web interface

The deployment required no changes to the bank's existing Cisco Collaboration infrastructure.

Results

Following deployment, employees gained a single interface for enterprise contacts and call handling.

Executives can now find any employee within seconds and start a call immediately.

Executive assistants significantly improved the speed of handling incoming calls. From a single web interface they can:

• Identify callers instantly                                                              

• Place calls on hold                                                              

• Contact executives before connecting callers                                                              

• Transfer calls to the appropriate employee in just a few clicks