The Depository Trust Company & Liberty Funds Group | Financial services

Company: The Depository Trust Company (DTC)

Profile

DTC, headquartered in New York, is the world's largest securities depository, holding nearly $20 trillion in assets for its members and their customers. DTC is a national clearinghouse for the settlement of trades in corporate, municipal, and mortgage-backed securities and performs asset services for its participating banks and broker/dealers.

Challenge

With only 30 CSRs supporting over 3,500 internal and 30,000 external customers at its help desk, DTC was challenged with providing the support necessary to efficiently manage the large volume of calls received daily. The company realized that it had no way to monitor the types of calls received, and agents were managing different types of customer requests without any advance notification of who was calling or why. It was also difficult to measure or gauge the center's level of service because there were no real-time reporting tools or capabilities. DTC needed a solution that would address these continuous challenges and that would also integrate easily into its existing database application.

Solution

The Apropos Multimedia Interaction Management Suite seamlessly integrated into DTC's existing database application, allowing for up-front automation and identification of callers. This enabled CSRs to access and view information about callers so that their response was more accurate and efficient.

Apropos prioritizes and escalates each interaction according to business rules, which gave DTC the ability to truly manage interactions based on the value to the business. By storing and displaying the interactions in a multimedia queue, the system assisted in the effective management of the numerous calls received. In addition, the real-time reporting feature allowed management to examine help desk activities and assisted in making better-informed business decisions.

Benefits

The vendor solution provided the following benefits:

• Cradle-to-grave reporting—provides full insight into center activities, allowing management to make better, more informed decisions based on actual business data and improved productivity
• Prioritizing and escalation rules—accommodates unique business and service-level requirements, delivering a more personalized and effective response
• Improved visibility of caller information—ensures that customers will receive more efficient service, increasing customer satisfaction
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Company: Liberty Funds Group

Profile

Liberty Funds Group is an integrated asset accumulation and management organization. Its operating companies manage $66 billion of assets for investors worldwide through an array of fixed, indexed, and variable annuities; private and institutional accounts; and mutual funds. Liberty Funds brings together the investment expertise of a select group of money management firms known throughout the industry for their strong track record of success.

Challenge

With locations in Colorado and Boston and over 200 agents who were being recorded daily, Liberty Funds Group had decided to upgrade its recording system from a removable media-based system to an on-line storage-based system. It was important that the new solution could directly integrate digitally with the existing Aspect ACD and Northern PBX systems and be easy to use. As well, because Liberty Funds Group is required by law to store all recordings for up to seven years, the company required a long-term, network-attached storage solution.

Solution

Liberty Funds chose Voice Print International (VPI) because it needed to store all of its data on-line in the most reliable system with the largest on-line storage capacity. VPI's standard solution provides the client with over 11,000 channel hours of on-line storage for instant playback of audio files stored in compressed .wav format. VPI compresses the audio files using industry-standard GSM compression. Because GSM compression is Microsoft native, standard media players recognize the GSM codes and can play back the attached .wav file without additional software downloads.

Benefits

The following benefits were achieved:

• CSRs can quickly and easily find a record and display it.
• The company can define how thousands of hours of recorded transaction activity can be effectively managed to meet their strategic operational information management needs.
• Whether voice or screen capture video or the two synchronized together, the client dictates where the record is archived, how long it is archived, how it is retrieved, and how it will be used in the future.
• The RAID5 storage configuration used by VPI allows clients to store as many hours as its business or the law dictates, while offering high reliability through redundancy.