VP Bank Group

An intelligent communications solution by Avaya and NovaLink

One of the largest banks in Liechtenstein, VP Bank Group has more than 600 employees and draws customers from over 60 countries. With customer assets of CHF 35.5 billion, and a Standard & Poor’s rating of A, VP Bank focuses on private banking. In 1956, VP Bank founded its head office in Vaduz, Switzerland. Since then, it has opened subsidiary offices in Luxembourg, Zurich and elsewhere,

as well as having representative located in offices around the world. For more information, visit www.vpbank.com.

Challenge

VP Bank Group had been looking for a system that would fulfill all of its requirements in the areas of alarms, evacuation, unified messaging, call reporting and system redundancy. The system also needed to feature a high level of availability while being easy-to-use and maintain. Other requirements addressed certified interfaces, long lifespan and cost/use relationships. VP Bank also wanted the capability to notify customers and employees regarding all important bank transactions (share prices, etc.)

Solution

VP Bank Group chose a solution that combined Avaya expertise – particularly in planning and installation – with NovaLink’s NovaAlert, NovaConf, NovaMail and NovaTax products. NovaAlert is an alerting, messaging and information server that communicates with various systems over a wide range of interfaces. NovaConf is a conference system with several options: Dial In, Dial Out, Ad Hoc. A link to Microsoft Outlook is available. NovaMail is a unified messaging system (voice mail, email, fax) with special functionality for the health care and hospitality sectors. A large, interactive Voice Response System (IVR) is also included. NovaTax is an invoicing system, allowing both the automatic production of accounts and the calculation of statistics.

Results

▶Centralized platform. What sets the solution apart is its central platform, which deals with all varieties of events, as well as the central processing and allocation of the platform. These include, in the widest sense, critical events and information, such as fire alarms, burglary alarms or evacuation orders. Also included are information and messages, such as stock movements/stock prices, which can cause considerable financial loss if they do not reach the recipient within the shortest possible time.

▶Maximum speed and greatest possible reliability. The platform also handles all alarms that are “down,” such as errors or systems. In this case, the greatest possible availability is also required. When the IT systems are down in the banking sector, the cost of minutes can soon run into millions. Maximum speed and the greatest possible reliability play a central role here as well.

▶Diverse notification mediums. Notifications can take the form of any medium imaginable, such as voice-based telephone calls (also with the help of synthesized speech/text-to-speech), short message service (SMS), pager calls, email, DECT-paging, wireless local area network (WLAN) and workstation pop-ups.

▶Enhanced call reporting. Call reporting, in all its forms, has also taken up a central role in the banking sector. It is often necessary to give detailed information within the shortest possible time over a managed telephone call, since a deal worth millions can be at stake.

▶Ability to prioritize based on alert levels. Last but not least, the entire platform is employed due to its efficiency and its ability to prioritize on the alert level for generic communication methods such as standard voice mail, Automated Attendant, Interactive Voice Response (IVR) and the sending of SMS and pager messages, as well as many other communication methods.

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Avaya 2 manual VP Bank Group, Challenge
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2 specifications

Avaya 2 is an advanced communications solution renowned for its robust features and adaptability, catering to businesses of all sizes. It is part of Avaya's strategic focus on delivering unified communications and contact center solutions that emphasize efficiency, collaboration, and customer satisfaction.

One of the main features of Avaya 2 is its seamless integration with a variety of communication tools. This includes voice, video, messaging, and conferencing capabilities that empower organizations to connect with employees and customers effortlessly. The system supports both on-premises and cloud deployment, allowing businesses to choose an infrastructure that aligns with their operational strategy.

Avaya 2 leverages cutting-edge technologies such as artificial intelligence and machine learning to enhance user experience. These technologies streamline processes by automating routine tasks and providing insights through data analytics. For instance, AI-driven chatbots can handle customer inquiries, freeing human agents to focus on more complex tasks, ultimately improving response times and customer satisfaction.

Another characteristic of Avaya 2 is its customizable user interface. The platform allows users to personalize their workspace, making it easier to access the features they use most frequently. This level of customization fosters better productivity, as employees can tailor the system to suit their specific workflows.

Security is a top priority for Avaya 2. The solution incorporates advanced security measures including encryption, authentication protocols, and compliance with industry standards to protect sensitive data. This is especially crucial for organizations handling proprietary information or customer data, as it mitigates the risk of breaches and builds trust with clients.

Moreover, Avaya 2 enhances collaboration through features such as team messaging and video conferencing, facilitating real-time communication among teams, which is essential in today’s hybrid work environment. Organizations can create dedicated channels for projects, ensuring everyone is aligned and informed.

Overall, Avaya 2 stands out in the crowded field of communication solutions due to its unique blend of features, state-of-the-art technology, and emphasis on security and customization. It serves as a reliable platform for businesses looking to enhance communication efficiency, improve collaboration, and elevate customer satisfaction in an increasingly digital world.
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