With the merger, challenges arose in GMSH’s communications network, as its branches had separate communications systems. There was a need for new and advanced contact center solutions to improve customer services, enhance agent productivity, support multiple locations and protect existing applications. A scalable platform was also required to support future business strategies of the Shinhan Financial Group which was expanding through mergers and acquisitions.

GMSH chose an Avaya IP Contact Center Solution which included an Avaya S8700 Media Server, Avaya G650 Media Gateway and Avaya Communications Manager Software. “The Avaya Contact Center Solution has been proven in terms of scalability and reliability. The staff has been satisfied with the Avaya IP Contact Center Solution which allows GMSH to focus on revenue-generating business opportunities and improving customer service,” said Jae-Ho Song, Manager, Customer Support Center.

Through the new Avaya Contact Center Solution, GMSH is able to enjoy improve customer service level by enabling real-time call forwarding and increasing call response rate. Operational efficiency is also improved through the centralized call management capability, allowing GMSH to leverage its customer data. GMSH can now manage its data through complete replication of its systems with the Communications Manager, and further increasing system reliability and continuity with its redundancy feature.

Solution Area:
Contact Center

Primary Solution Area:
Contact Center

Primary Product:
IP Contact Center
S8700 Media Servers

Secondary Solution Area(s):
Media Gateways and Software

Secondary Product(s):
G650 Media Gateways
Avaya Communications Manager

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Case Study