NRW.BANK

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Private Cloud with Bank-Specific Processes

Solution:

• AgentOne® ContactCenter for the central service center of the development bank for North Rhine-Westphalia
• SaaS private cloud solution
• Connection to local Alcatel OmniPCX PBX
• Routing for Voice Inbound, Email and Callback

Highlights:

• Bank-specific implementations, such as:
  • Four-eyes principle for access to voice recordings
  • Approval workflow for outgoing emails
• Multi-level classification of tasks
  • Level-dependent selection of classification reasons
  • Effective processing of tasks
• Callback service

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