This large financial institution wanted to improve communication with its call center personnel without compromising security or privacy. Before implementing inEnterprise Intelligent Notification, it was difficult to reach call center employees and there was no way to verify that messages were received. With inEnterprise, inbound calls are routed to the appropriate supervisor and a message is automatically sent. Supervisors can then relay the message and confirm delivery. Now lines of communication are open while privacy and security are protected. Call center staff no longer work in an information vacuum.

1. Customer Success: Large financial institution
Financial institution banks on better
communication with call center
Intelligent, two-way notification from MIR3 enables one of the United States’ largest
financial organizations to improve communication within a secure call center.
Balancing open communication The Solution: inEnterprise
with rock solid security Intelligent Notification
Customer Profile: Call centers have become a key point of Before the implementation of inEnterprise™
Call centers have become a customer interaction for most large finan- Intelligent Notification™, communicating
key point of customer interaction cial institutions, often serving as the first with call center personnel was cumbersome
for most large financial institu- point of customer contact and representing and unreliable. Once inEnterprise was put in
tions, often serving as the first the human side of the business. As financial place, it opened the conduit for communica-
point of customer contact and institutions face increasing competition, call tion between the call center personnel and
representing the human side center personnel have become increasingly the outside world, without compromising
of the business. pivotal in customer relations. While security security.
Problem: must be paramount in finance it can raise
With inEnterprise, when an inbound call is
This large financial institution hurdles for an institution when trying to reach
received, it now queues into the locating
recognized the value of the call individuals within a call center. One the larg-
software; inEnterprise then forwards the
center and wanted to enhance est financial institutions in the nation found a
name to the IEX scheduling software to con-
communication with call center solution that opens communication without
firm whether or not the employee is on duty.
personnel without compromising compromising privacy.
A recorded message is automatically cre-
security and privacy.
The Problem: How to enhance ated and routed to the appropriate on-duty
Solution: communication and avoid disruption supervisor. If the intended supervisor does
Since the deployment of not answer, the call is escalated to the next
inEnterprise, the financial One of the nation’s largest financial institu-
manager in line and so on until a supervisor
institution can now easily reach tions needed the ability to communicate
is located. Once a supervisor answers and
call center personnel and get messages to their call center personnel. Due
accepts the notification, he or she is then able
verification of message delivery. to security measures, call center personnel
to relay the message to the intended recipi-
are not permitted to carry cellular tele-
ent and can confirm the message has been
Benefit: phones and do not have direct dial devices
Lines of communication are delivered. For further verification, inEnter-
from which they can be reached. Inbound
open, privacy and security prise can automatically call the supervisor
calls were answered by a locating software
are protected and call center five minutes later to ensure the message was
system that attempted to track down spe-
personnel are no longer working indeed delivered.
cific employees, but there was no means of
in an informational vacuum.
determining if the intended employee was on
duty. Furthermore, there was no verification
method to confirm the employee received an
intended message.
Response is Everything ™

2. Customer Success: Large financial institution
Call center communications have improved by using inEnterprise for:
• Improved service levels and use of resources – Important messages are
“Banks are recog- no longer delayed until after the call center has closed, allowing call center
personnel and the financial institution to communicate whenever necessary.
nizing the true value
• Speedier communication response – Automated escalation, integrated incident
of a call center and management, topic subscription, recipient confirmation all ensure that messages
go where they are supposed to go.
the fact that it can
• Verification of message delivery – Call center personnel can now focus on their
generate revenue, jobs, knowing that they can receive notifications on a variety of communication
devices and that the receipt of all messages is verified.
not just handle
The bottom line
incoming calls.” inEnterprise is a Web-enabled, secure, role-based notification platform which is now integrated
into the large organization’s communication infrastructure, enhancing communication within
—Brad Adrian the financial institution’s critical and secure call center.
researcher with Durham,
NC-based Mentis
For more customer success stories, visit us at: www.MIR3.com
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© 2010 MIR3, Inc. All rights reserved. MIR3 is a service mark of MIR3, Inc. inEnterprise and Intelligent Notification are
trademarks of MIR3, Inc. All other marks are property of their respective owners. 10142010