Date: 2006 Solution:   IP telephony Product:   Ericsson MX-ONE Market:   Europe Country:   Finland

Keski-Uudenmaan Osuuspankki is an OP Bank Group member in Finland. Created through a series of mergers from various branches, the bank had inherited 12 different PBXs, resulting in a highly diversified telephony system.

Ericsson MX-ONE™ centralized telephony system was deployed to increase efficiency and enhance the customer telephone service. Operating through one common system, the centralized telephone service has eased work pressure in the bank branches and, as staff is no longer constantly interrupted by phone calls, a significant improvement has been seen in personal customer service. Customers benefit from extended access and take-up has been high so far with up to 28,000 calls recorded per month. Leif Laine, Managing Director, Keski-Uudenmaan Osuuspankki, outlines the impact of the solution: "The new customer service unit manages all incoming telephone traffic regardless of the destination branch. With the help of the new system the bank has considerably extended its service hours. Service numbers are now answered from 8am to 8pm on weekdays and from 9am to 2pm on Saturdays."

Elisa Corporation, the bank's voice communications service provider, installed the Ericsson MX-ONE™ telephony server, including 250 IP and 70 GSM phones and is responsible for operation and maintenance from OP Bank group premises in Helsinki. The communications solution was implemented using VoIP technology with MX-ONE™ operating at its core. The solution includes an MPLS network, corporate prefix number (IN), VoIP system and wireless PBX, as well as availability chains. Anne Soikkeli, Development Manager, Office Services, OP Bank Group, outlines the advantages of the tailored system: "The technology and features were chosen specifically to meet the business needs and the system can be developed in the future and scaled to meet changing requirements."

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