At any time - 365 days a year, 7 days a week, 24 hours a day
Any location - home, office, trip ... ...
By any means - phone, Internet, phone, fax ... ...
You can enjoy the attentive service Agricultural Bank of China.
3A meticulous financial services
Agricultural Bank of China stand side wall, transparent on three sides. 3 exhibition were reproduced by the financial supermarket, self-service banking, online banking services to the three channels in the scene, expressing the Agricultural Bank of China to create an open and transparent client carefully, thinking anytime, anywhere services. Site visitors can experience the front end device nuanced ABC 95599 online banking service, ABC 3A appreciate the personalized service.
Agricultural Bank of China as one of the four major state-owned commercial banks, with more than 44,000 business outlets covering urban and rural China, New York, Tokyo, London, Hong Kong, Singapore and other cities have branches or representative offices, are "Fortune "magazine as one of the world top 500 enterprises. Over the years, ABC adhere to the scientific and technological innovation as the driving force, always stand in the forefront of financial technology, the most advanced, fastest, most convenient and secure means of technology services to customers, now have built the largest coverage of nearly 300 large and medium cities of computer networks, ABC has also used Internet technology, CTI technology and other emerging IT technology continues to expand its customer service channels, a leading science and technology to enhance service levels and core competitiveness.
Networking is the trend in financial services
Maintain good customer relations, financial enterprises to survive, a prerequisite for development. Financial institutions need to constantly add new service items, provide a full range of services to improve their own competitiveness, ultimately shape the corporate image, strengthen existing customer base and attract new customers, and continuously expand the market for the purpose. Differences in financial products increasingly narrow circumstances, ABC led with particular emphasis on application of network technology to enhance customer care capabilities, to create a new generation of customer service system construction, operation and development into the Agricultural Bank of strategic planning.
After deep investigation and research, ABC decided to use Cisco IP Contact (IPCC, IP contact center) program, that the scheme is based on IP technology, meet the Agricultural Bank of China in the context of the Bank to achieve centralized and unified management needs, very good to meet ABC and differences in various special circumstances caused by the different needs, meet the Agricultural Bank of China in the local business, regional situation, dialect adaptive capacity needs. In this way the cooperation of the Agricultural Bank and Cisco launched the first in Beijing Agricultural Bank of China. Application Development Manager, Agricultural Bank of China Hu Jianhua as a key member of the project about the cooperation, pointed out that the IPCC Cisco advanced technology, flexibility can be built for the ABC call center platform, number of previous successful collaboration with Cisco to ensure a more ABC's confidence.
ABC already has a good IP infrastructure network, as a good basis for the deployment of IPCC, so far, ABC has been installed within about 5,000 IP phones, the size of the domestic financial industry has developed in the second to none. IP phones to enhance the ABC's efficiency and save costs. With the IP network services with perfect combination of customer service centers, ABC users at any time any place service phone call, and may the light of changing customer 需求 Suishitiaozheng customer service center architecture, more efficient use and mining Nei Buyi have the resources, information systems and service skills to provide the best service. ABC in the near future can also carry out a wide range of solutions based on Cisco AVVID triple play enterprise applications, easy voice, video, data and other applications.
Construction of the new customer service system based on ABC 3A online services and traditional voice-based services to provide customers with a unified interface platform of financial products and services. ABC of individual customers and corporate customers through various channels and easily complete business consulting, automated banking, business center, foreign exchange trading, and complaints, loss reporting, licensing and other services.
Agricultural Bank of China Hu Jianhua said: "With the Cisco IPCC, ABC added the original system, seat member services and outbound services, internet banking and call center systems combine to make the existing services have been further improved. The current ABC system has been set up call center completed the work in the stable operation of the state. With the increase of various business functions, call centers will increase retail business ABC great help, can increase the channels of ABC services, improve service quality. All in all, the new ABC call center services to provide users with a variety of channels, a variety of services means to make ABC's core competencies to further enhance?
"Cisco IPCC helps ABC in the IP phone based on the rapid enterprise-class Customer Service Center, the Agricultural Bank customers are no longer subject to time and geographical constraints. By the best multi-channel communication, ABC can provide integration of voice, e-mail, fax, video and other multi-channel service means. IP-based features to make enterprise-class customer service center also has an open, easy maintenance, easy manageability features. We only need to maintain and operate a unified network platform, greatly reducing capital investment and cost of ownership. The IPCC also has a clear hierarchy, openness and ease of scalability, so that ABC could easily face the future development needs of customer service.
Cisco to customer care is no longer a dream
Customer Service Center from a traditional voice voice access to wide range of Internet and today's converged Web technologies, CTI technology and IP technology, now offers more than other means of combined voice services. This approach changes the traditional mode of human interaction one on one service, so customers feel free from the immediate time and place restrictions on the more personalized self-service. The maximum performance is effectively and quickly provide users with a variety of services to the enterprise's cost minimization and profit maximization.
For the modern financial sector, to provide customers with premium services is required, complete information service can reflect the unique value of financial institutions. How to help financial institutions to customer information and e-commerce technology together? How to bring huge profits for financial institutions to establish a new customer service center as the center of the network system has become imperative.
Cisco that provide industry-leading financial industry including strategic planning, customer relationship, customer service center development, design and corresponding implementation and training, and system management, high quality service mission, to promote financial electronic construction process and has finance, telecommunications, electricity, government, police and other social areas from the IP phone, Internet, fax, e-mail to the automated voice services, labor services, and many seating solutions and services for customer care is no longer a dream.
Cisco IPCC program will be the traditional call center platform and network integration, may at any time, anywhere network-wide unified management of data, voice and video integration has a strong ability to support applications to support telephone, fax, e-mail, Web access and other into the way; the same time, Cisco IPCC with an open API interface, the user can personalize the actual demand for value-added development, can be adapted to complex systems environment to support existing PBX systems and third-party products, has a good open. Through the deployment of enterprise network services center, in the fierce competition, companies can quickly have convenient, fast, multiple forms and different levels of intelligent services, build unity within the entire network service management platform. With the traditional call center PBX comparison, IPCC can more easily demand for qualified customer service, best meet the seating needs of the unified deployment of resources, unified management, and data sets.
As part of IPCC, Cisco Intelligent Contact Management Software (ICM) to provide customers from the Internet or the PSTN telephone network contacts, and enterprise-wide integrated ACD, IVR, Web and e-mail servers, desktop applications and other systems . ICM software in network-level routing decisions based on each customer-related information, such as customer call the number, the customer calling number, enter the number of customers, customer data submitted through the Web form, and obtained from the customer database information. At the same time, the system through the platform and from the contact center agent desktop, real-time collection of information about the status of each resource to meet the routing decisions. ICM software provides ACD functionality including monitoring of the seating state, the call queuing, CTI functionality, available to the seat and seat monitor real-time data and historical management reports.
Cisco's IPCC has already been implemented in many applications of financial enterprises, including China, Bank of China Head Office, Beijing Municipal Industrial and Commercial Bank of China, Hangzhou Electric Power Bureau and so on. Hua Xia Bank in China which integrated development within a 20 "high starting point, advanced technology, fully functional" customer service center system. Beijing Industrial and Commercial Bank of China has also built a number of ways to access 95588 through the system, be able to automatic speech, business representative of labor, e-mail, fax, cell phone / pager service and other means to provide a full range of services. Can be predicted, in the near future, each customer can bank anywhere, any time to enjoy the e-commerce, electronic services network fun.