Kiamo was selected for its flexibility, its independence in relation to telecom infrastructure and its scalability.

13 January 2011 - Crédit Coopératif is a mutual savings bank that specializes in serving groups that support a responsible, social economy respectful of both people and the environment. In keeping with this philosophy, Crédit Coopératif offers its services to cooperatives, mutual organizations, associations, social organizations and services of general interest, as well as to individuals and companies that fall into these categories.

In late 2008, as Crédit Coopératif was about to move out of its headquarters for renovation purposes, plans were made to modify the existing telephone infrastructure. At the time, the Bank's telephony system used an Aastra Matra PABX system equipped with a "proprietary" ACD solution for managing inbound calls. Crédit Coopératif decided to take advantage of the move by migrating to an IP telephone system and upgrading its call management system. 

After reviewing the call management systems available on the market, Frédéric Dufermont, Manager of the Bank's User Support Team, was especially intrigued by Kiamo. The solution attracted him because it was totally independent of the telephony system; it was a long-term solution that could easily be deployed at remote sites, regardless of the existing telecom infrastructure, and could evolve with the company's changing needs. Its openness made it possible to make the modifications required by the Bank's users and to interface with the business-specific applications already in place. The proximity of Conecteo's development and support teams would be helpful in case of any incident—something that gave Mr Dufermont peace of mind. Furthermore, Kiamo stood out because it could be quickly deployed—a decisive factor for a bank on a tight schedule: the solution had to be operational by May 2009.

Kiamo succeeds in linking the Bank's telephony and business-specific applications, as well as managing 12,300 calls/month

To ensure that the application is always available, a back-up solution was implemented, consisting of two Kiamo servers linked to four T2 digital links.

The Kiamo application made it possible to manage the inbound and outbound calls of both the user support division ("EAU" platform) and the remote banking division ("TEL" platform).

The user support team handles all inbound calls from employees at the headquarters and branches, individual customers, companies, and organizations, representing an average of 3300 calls per month. This team is made of 10 agents and one supervisor, available from 8am to 6pm, Monday through Friday.

The TEL platform handles mainly inbound calls from bank customers and also manages outbound phone campaigns. The team is made up of 24 agents and two supervisors, divided into two successive shifts working from 9am to 8pm, Monday through Friday and Saturday morning. The TEL platform also supports overflow from the branches. It handles 9000 calls per month, on average.

A Kiamo Interactive Voice Response Server was installed on both platforms to identify callers, determine their needs and direct them to the right agent. This service required that the Kiamo application be linked with the EAU platform's incident management software, as well as the Customer Relationship Management software. Within the user support division, customer data is forwarded to the agent's workstation based on a case number or the caller's ID number; within the remote banking division (TEL) this data is referenced using the caller's number.

Kiamo was customized in order to tailor the Agent Desktop to the bank's needs. The Agent Desktop displays detailed information related to communication flows (queued calls, wait time) and the activities specific to the agent (real-time statistics) and offers advanced configuration options. Agents thus enjoy a high degree of freedom in terms of how they act and adapt to the situations that arise. Each time agents take a call, the customer's history (source and context of the call) is displayed on their workstation, enabling agents to respond to the customer as efficiently as possible.

What the customer has to say ...

« Our previous experience with call handling using the Aastra Matra solution helped us identify our specifications and the specific features we needed: customization of the Agent Desktop, specific statistics, call transfer with context, call-back for people calling outside business hours, web call-back, etc. », explains Mr Dufermont. « Kiamo was easy to implement and we maintained a strong relationship with Conecteo's support and development teams throughout the process—these factors were key to the success of the project. ».

As Mr. Dufermont goes on to say, « All in all, the quality of the service provided to our users or customers is the same, but the flexibility we have in terms of how Kiamo is used, deployed, and adapted makes a big difference, not to mention Conecteo's responsiveness. ».

... And what the future holds

 « In the future, we may also use Kiamo to handle email, but for the time being we are planning on modifying our incident management application, which will need to be re-linked with Kiamo. Given what has already been accomplished up to this point, I am confident that these new changes to our system will go smoothly. ». 

About Conecteo

As a leading publisher of integrated Customer Interaction Management solutions for companies and customer contact centres, we offer our customers innovative software solutions that allow them to take charge of how relationships are handled.

By improving their responsiveness, these organizations can easily adapt to a constantly changing environment and offer their customers unparalleled service quality, distinguishing them from their competition. Conecteo is known for its practical approach to quality customer relationships—we focus on providing user-friendly solutions that are designed with the company's current and future needs in mind. Conecteo is committed to providing its customers flexibility, accessibility and cost control.

A Deloitte Technology Fast500 EMEA winner, Conecteo draws on a strong team to support its growth and sustainability. We have developed a unique area of expertise in the establishment of customer contact centres for both large corporations and government agencies in a wide variety of fields.

Companies of all sizes and types put their trust in Conecteo:

La Banque Postale, Société Générale, Arkéa Group, Amaguiz (Groupama), Lybernet Assurances (Covéa Group), Suravenir Assurances (Crédit Mutuel), Smartbox, Rentokil, Yves Rocher, Conseil Général de la Manche, Conseil Régional d'Aquitaine, Grand Lyon Habitat, Flandre Appels, Afone, Bell Benin Communications, etc.

More information : www.conecteo.fr

Press contact:

Catherine Marquèze – Marketing and Communication Director, Conecteo
+33 (0)5 47 48 33 26 – communication@conecteo.fr