SmartNumbers in Finance

There is no sector undergoing as much change than the UK financial services sector. The seismic market movements over the last 12 months have left major financial organisations in a state of great flux, with merger, acquisitions and consolidation a fact of life for the foreseeable future. And while the organisations themselves are undergoing great change, it becomes even more important that calls from their customers are handled both effectively and professionally. In addition, the regulatory requirements of the FSA around continuity planning have placed greater strain on financial organisations that need to increase the resilience of their organisation during these times of great change.

While communication is at the heart of every business, it is the communication and IT systems that are the lifeblood of financial services, and which are most exposed to risk in an emergency. Although organisations make significant investment to secure their data and business applications, they often focus less on their essential voice services, perhaps the most important IT service of all.

Furthermore, with the increased focus upon efficiency, greater demand is being placed upon technology to harness call handling resources across the branch estate. Calls need to be distributed in line with precisely-defined business rules to ensure customer calls are answered promptly and effectively.

SmartNumbers has been adopted by all the major high street and investment banks to deliver:

  • Voice continuity to ensure calls can always be directed to staff during an incident or during a pandemic.
  • Relationship management for premier customer care.
  • Call distribution across the branch estate.

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