Tokyo Star Bank deploys Avaya contact center solutions to provide omni-channel service

The Tokyo Star Bank, Limited (TSB) and Avaya Japan, Ltd (Avaya) announced today that TSB deployed Avaya’s solutions to renew its contact center systems. By centralizing Avaya’s scalable solutions with TSB’s customer relationship management (CRM) system, TSB can further improve customer service and enhance one-to-one marketing, driving TSB’s omni-channel strategy.

The Avaya solution enables TSB to:

• Strengthen one-to-one marketing in collaboration with CRM system

By centralizing the Avaya solution with TSB’s CRM system, TSB is able to collect customer information obtained through different channels in real time, which allows TSB to immediately respond to customers on any channel. For example, the system will identify customers, and it automatically route their call to the right agent to provide tailored and optimal service and suggestions. Especially, referring customer's data with their financial asset volume for its optimal routing is a unique initiative in Japan.

• Secure scalable foundation to digitally enhance Omni channel

As the number of users of digital devices such as smartphones and tablets increases, TSB is able to offer value added advanced services, wherever the customer is. For example, TSB can send web content, such as a store locator in real time in response to an inquiry made on a smartphone.

• Improve resource allocation

The solution visualizes incoming calls and the status of agents in real time, optimizing resource allocation and improving cost effectiveness. Additionally, it will enable TSB to integrate the communications infrastructure within the group companies, including overseas, helping to reduce communications costs and delivering a secure communications environment in future.

Quotes:

“We are very proud to be selected by Tokyo Star Bank to help it meet its goals of enhancing the customer experience. As smartphone enquiries continue to increase in Japan, being able to deliver the easy-to-use communication channels that today’s tech-savvy customers expect is essential for growth and business continuity for any financial institution. By embracing this challenge and transforming its customer experience, Tokyo Star Bank will be able to enhance efficiency, reduce operating costs, drive revenue growth and deliver true customer delight.” 

Hideki Wachi, Country Managing Director, Avaya Japan

“We selected Avaya because of its proven track record worldwide in delivering contact center solutions, and its best practice in contact center management, meaning that we knew that we would not have to do a lot of customization and would be able to start using the system immediately. With Avaya, we can take a step-by-step approach toward service delivery based on customer segments. With Avaya’s solution, we will improve productivity, accelerate business efficiency.”

Hiroshi Maeda, Vice President, Retail IT Planning, Retail Planning Department at Tokyo Star Bank