CASE STUDY

Background In 2011 Aldermore decided to review its telephony system . A number of vendors including Cisco , Mitel , Avaya were considered , but after a detailed tender process , due to its flexibility and functionality-rich capabilities , Aldermore selected software based unified communications platform Swyx , recommended by UC specialist Elite Tele . com .

A move to centralised communications The transition to the new system , began with Elite creating a tailored design and architecture proposal that would suit Aldermore ’ s need to provide both robust and centralised communications for its staff , intermediaries and customers . The project began with a pilot for 30 staff at one of its sites and has since been rolled out to over 900 employees including 60 contact centre staff .

The system is hosted centrally across Aldermore ’ s own datacentres with built-in stand-by servers for business continuity . Elite is available 24 / 7 to help with any necessary support requests .

Cost-savings , enhanced service and security As a result of installing Swyx , the Bank has been able to streamline its communications leading to reduced costs , more personalised services for customers and easier IT management . With built-in conferencing and call recording , Swyx provides additional functionality that saves significant monthly costs . Elite recommended combining Swyx with MCC ( MyContactCentre ) to support Aldermore ’ s contact centres with skills based routing , wallboards and detailed reporting .

Elite has also introduced other innovations that enable Aldermore to create highly personalised communications for customers . One example involves capturing cookies on the website that can gather information on their browsing history . In turn , interested customers are able to click on a number which is given a unique ID and the call is then automatically directed to the right advisor . In real-time Aldermore can then provide advice based on what products or services the customer has just been viewing on the site .

According to Aldermore , hosting Swyx centrally in its datacentres is much easier and cost-effective to manage its telephony and it can provide secure and resilient customer communications . Elite has delivered a full working and flexible system on time and on budget and continues to act as a strategic partner than can advise us on how communications can support the bank ’ s future growth .

Swyx supports ‘ anywhere ’ workers to communicate on any device .

Key benefits :

• Resilient telephony for staff , intermediaries and customers

• Enhanced service with personalised communications

• Quick return on investment

• Reduced costs including saving 5k per month on conference charges

• Easy to manage and maintain

• Scalable telephony supports growth

• Employees can access phone system at any location or device

• Expensive ISDN lines replaced with robust SIP trunking

Further information www . elitetele . com www . swyx . com www . aldermorebank . co . uk