Zylinc important strategic partner in Sydbank's Unified Communications solution
ZyDesk Operator is a strategic element of Sydbank's Unified Communications solution.
- The main reason for choosing ZyDesk Operator was that with IP telephony we were at risk of losing something we were accustomed to in the analogue system: The opportunity to integrate calendar functions into the telephone system, Sydbank IT Executive Max Samsoe says. When we receive a call, we need to know who is able to take it. We feel that ZyDesk Operator has a structure and functionality which makes it easy to get through to colleagues and retrieve the information needed.
The first task of the day
Sydbank has recently implemented the second generation of Zylinc's award-winning Unifi ed Communications solution, ZyDesk Operator. 2500 Sydbank employees are using the flexible ZyDesk Operator every day at work.
"Our Colleague-overview fulfills these demands perfectly"
- Had we tried to implement an all-encompassing system, we would not have succeeded, the IT-executive says. It is imperative for us to have a system that covers our everyday needs of knowing who is present, who can answer the phone, and when.
- Our Colleague-overview fulfi lls these demands perfectly, and here and now we do not need anything more, says Max Samsoe. In time, we will expand it as we discover new needs and become familiar with what we have today. Colleague-overview provides the staff with a total knowledge of their colleagues' calendars. Operator integrates the telephone functions with the calendar functions, whether it is Notes or Outlook. It works both ways. As soon as an entry is made in a colleague's calendar it is instantly registered in the system. Each employee can define his or her own group or groups, and can choose which people to include in this personal Colleagueoverview. These groups would typically consist of colleagues from the same region or branch, as well as a few employees with special functions or from head office.
- It is not necessary to search the entire 2500 employee names in order to find a telephone number or transfer a call. It is fast and easy to get an overview of the colleagues you are in daily contact with, Henrik Boeystrup states. Each employee can obviously design his or her group or several groups in a way that suits his or her specific needs.
Savings with every call
- With ZyDesk Operator we can provide the highest level of service to our customers, as they are able to contact a qualified staff member any time. They do not have to wait on hold for long periods, they can get the answer immediately, Henrik Boeystrup continues..
- The telephone service received by the customers is an important part of any bank's strategy and Colleague-overview ensures that our service level is excellent. However, this solution gives us more than just better service. Each employee saves time every time the phone rings or a colleague is to be contacted At Sydbank we studied the employees' utilization of the system, and found that many employees could save up to 25 seconds with each call. On an annual basis this adds up to substantial time savings.
Strategic solution
ZyDesk Operator from Zylinc is a strategic element of Sydbank's IT-solution. Denmark's fourth largest bank emphasizes that their telephone system is based on the needs of their employees and has been developed in line with their policy of implementing the latest technology.
"With ZyDesk Operator we can provide the highest level of service to our customers"
- We are taking small steps and developing our solutions in dialogue with Zylinc, Max Samsoe says. They have been very, very attentive to our wishes and are ready to come and have discussions with our employees about their needs and how they operate the system. It is incredibly benefi cial for us as well as for Zylinc that we have this dialogue at user level. It means that we get a solution which we can actually use every day, and that is, after all, the most important thing.
- Our experience is that Zylinc develops our solution from the way our people work and not the other way around. Their dialogue with the users ensures that we get a system which will do the job but which is not more complex than the employees can manage. They are bankers, not IT experts and Zylinc understands this. To us, IT is 90% a question of business, and that demand is fully satisfied by Zylinc and their solutions, Max Samsoe concludes.