The Challenge

Equity needed to build a flexible voice infrastructure to handle an increasing number of users and applications. This is while maintaining the personal service feel of a community bank, while deploying technology to support cost-effective growth.
Further, another challenge was bringing skills-based routing to the help desk and contact centre for smarter resource use.

Value Created

  • Equity maintains a leaner business model as it grows, with a skills-based contact centre
  • The bank expands the reach of high-value, revenue-generating services by connecting customers and experts with Contact Centres
  • Centralized AVAYA AURA VOICE SOLUTION connecting 300+ branches in 5 countries over east Africa. Calling from HQ TO Branches, branch to branch and vice versa is over VOIP WAN network. And it’s cost free

Better, Smarter Customer Service

Initially, Equity deployed Avaya Elite Agent for its internal call centre the previous system fell short in terms of skills-based routing, integration features and reporting. As part of the Avaya Aura Interaction Centre deployment, Equity Bank also upgraded to Avaya Aura Platform

“We upgraded to Aura for lots of reasons, it was time to grow in the contact centre software and reporting, but we also want integration with email and web chat. It’s allowing us to provide better service to the customer and smarter service for the organization. And AIC was integrated to Seibel CRM”

“We moved to Aura for lots of reasons. It was time to grow in the contact centre software and reporting, but we also want integration with email and web chat.  Thus, allowing us to provide better service to the customer and smarter service for the organization”

Affordable Scalability through the Avaya Partnership

Equity Bank is tackling its goals through:

  • Efficiency and growth targets
  • Support for expanded product offerings for customers
  • Personal service that customers expect from a community bank
  • Maintaining a leaner business model as it grows, with a skills-based contact centre and that means staff are not handling mundane tasks like password resets, but focusing on higher-value interactions.

Final Solutions:

  • Avaya Aura® Platform
  • Avaya Aura® Communication Manager
  • Avaya Aura® Interaction centre call centre application
  • Avaya Pro-active dialler
  • Avaya branch telephony
  • Avaya CMS
  • AVAYA WF

Data and Application Security

Data and Application Security