Banking and Financial Institutions

Banks and financial institutions have very specific and stringent requirements for their telecommunications system. The current communications topology that many banks generaly use consists of separate branches and systems. Each branch has its own stand-alone communications system. Much of the decision-making is centralized, including day-to-day decisions such as loan approvals. This means that inter-branch communication is a major part of the bank’s day-to-day business. Moreover, branches have no real call center or a centralized client response team. This means that clients have to find help by calling more than one number and speaking with more than one bank agent before finally finding the correct bank agent. Moreover, there is no quality assurance or monitoring. This means that each client receives varied, non-standard and unpredictable customer service. There is also no standard voice-mail system, meaning that clients trying to reach someone who is not on their desk or who is busy on another call would have to try several times before reaching the required agent.

Many banks also have no standardized reliability or security requirements. This means that communication system failures can disrupt business and that there is no real control on who can listen-in to what calls. Moreover, data and communication system administration and management is also non-standard and decentralized, translating into additional costs and inconsistencies. Finally, the bank’s current systems are generally old and therefore contribute negatively to a modern look and feel to the bank.

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