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IMB Implements New Customer Contact Centre for Enhanced Multi-Media Services for Members

  • 19 August, 2004 11:30

<p>Integrated Lake Corporation solution based on Concerto Software’s EnsemblePro deployed for rewarding, long-lasting customer relationships</p>
Sydney – August 19, 2004</p>
<p>Lake Corporation has today announced that IMB Banking and Financial Services has implemented a new unified customer contact centre based on the EnsemblePro solution from Concerto Software plus Lake’s own XCalibur desktop and ‘soft wallboard’ technologies.</p>
<p>Established in 1880 and with its headquarters in Wollongong, NSW, IMB is one of Australia’s leading Building Societies with more than $3.5 billion in assets under management and 220,000 members. IMB has offices throughout New South Wales and in Brisbane, Canberra and Melbourne.</p>
<p>The Lake solution was chosen for its unified inbound and outbound voice capability plus Web and email functionality to provide a wider and superior service to the public. It also provides call centre agents with real-time customer information, eliminates duplicated record keeping, streamlines administration and speeds responses to inbound calls.</p>
<p>Lake Corporation is an Australian-owned customer contact centre specialist based in Sydney. In addition to IMB, Lake’s users in Australia include the Westpac, ANZ and Commonwealth banks, Guide Dogs NSW, GE Capital Finance, Optus, NRMA, retailer David Jones and The House with No Steps.</p>
<p>The new ‘IMB Direct’ customer contact solution integrates with IMB’s existing Ericsson PABX system and has seamlessly replaced various ancillary point functions such as Interactive Voice Recognition (IVR) and email.</p>
<p>Anne Gallagher, IMB National Call Centre Manager and the leader of the project charged with choosing the best available replacement system, said, “The motivation was our ongoing dedication to excellent customer service. We are committed to ensuring that every contact builds towards relationships that our customers find satisfying and rewarding.</p>
<p>“We wanted an integrated solution that would enable us to provide the best possible service to members and potential new members: one that would allow us to engage with callers proactively, at all levels and in a true multi-media environment.</p>
<p>“Lake has delivered an open, scalable and flexible unified solution that has increased inbound and outbound call productivity. It also integrates seamlessly with our financial and Prosper CRM (Customer Relationship Management) systems for dramatically reduced back office workloads.”</p>
<p>The complete Lake Corporation solution also includes a soft wallboard messaging facility to facilitate call centre activity monitoring and real time interaction between IMB management and call centre agents.</p>
<p>The new IMB Direct was implemented in stages in order to smooth the way for the 50 call centre agents who made the transition. Stage One saw the introduction of automated call distribution, call routing and call recording; Stage Two added email integration, automated outbound dialing and Lake’s soft wallboard; Stage Three added new IVR functionality, the XCalibur desktop and CRM integration.</p>
<p>The Stage Four now completed added Web access, caller self-help IVR, and telephone banking.</p>
<p>Handing over the final stage, John Latreille, the founder and Managing Director of Lake Corporation, said, “Their new call centre puts IMB at the forefront in use of advanced technology for enhanced customer services. Members can be confident that whichever way they choose to do business with IMB, their approaches, enquiries and transactions will be tracked and secured to ensure the best possible attention and service.”</p>
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<p>Notes for Editors</p>
<p>About Lake Corporation
Sydney-based Lake Corporation is Australian-owned and was established in 1992. The company is committed to optimal call centre effectiveness with the ‘one stop shop’ implementation of intelligent, multi-media technology backed by professional services, quality training programs and ongoing support. Lake recommends, supplies, installs and supports leading technology, focusing on voice, and multi-media interaction. Products offered by Lake include XCalibur, a complete desktop solution for multi-data sources and EnsemblePro, Concerto Software, Inc’s. Customer Interaction Management Platform which offers multi-media outbound, inbound, blend and next-generation capabilities. Each of Lake’s implementations is designed to maximise the effectiveness of contact centres by improved operational efficiency, management information and employee satisfaction. Lake solutions have been installed by Australia’s leading Banks and other financial institutions, leading retailers, leading telcos, leading contact marketing bureaux, and major charitable organisations.</p>
<p>Each of the product names mentioned above is or may be the trademark or registered trademark of its respective owner.</p>
<p>Lake Corporation Pty Ltd’s head office address is 150 Mowbray Road, Willoughby, NSW 2068, Australia and there is a Melbourne branch office.</p>
<p>For more information please contact –
John Latreille
Lake Corporation
(02) 9958 6166</p>
<p>Press Contact
Derek Evans
Gotley Nix Evans
(02) 9957 5555</p>

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