PROJECTS ANZ

“Voco has been a trusted part of our team for several years, working closely with us in highly visible complex contact centre and voice projects. They have provided innovative thinking and been a safe pair of hands for complex and demanding delivery projects.”

ANZ Contact Centre Consolidation

ANZ engaged Voco to design and build a new, enterprise-wide Contact Centre solution. Voco helped the Bank consolidate 19 contact centres running on five dated platforms into one Contact Centre operating platform.

ANZ is one of New Zealand’s largest companies and perhaps the largest user of telecommunications services in New Zealand. ANZ’s brands employ over 9,000 people and have a banking relationship with nearly one in two New Zealanders.

Business Challenge

Voco worked with ANZ on a major technology transformation to consolidate contact centre operations. Initially, this project was driven by a need to address technology risk and upgrade the core call management platform. The second phase focused more strongly on achieving better business outcomes and implementing operating and customer efficiencies. As with many large, complex organisations, the project had to negotiate its way through the siloed processes, skills, responsibilities and technology.

Solution

Voco:

  • Used our interaction modelling methodology to identify clear business led-requirements.
  • Developed a strategy, based on that methodology to consolidate functions, gain economies of scale and free up specialist resources for more complex, value-add interactions.
  • Led the resulting transformation project.
  • Delivered the core architecture and design capability required by the bank.
  • Provided the lead architect.
  • Ran all conversions and migrations.
  • Worked with suppliers to complete commercial and licencing models.

Results

Voco steered ANZ through the process of consolidating 19 disparate contact centres on five different platforms into one contact centre on a single platform without interruption to their highly visible customer-facing operation.

The technology transformation allows ANZ huge operating flexibility, which the Bank is now leveraging to deploy new interaction models. The platform consolidation was the key to the Bank being able to use its resources more effectively and in innovative ways. ANZ is now able to gain a competitive advantage over their competition by adopting new technology.

The New Zealand platform is now being rolled out across the Asia Pacific region as a template for other countries to adopt.

QUICK READ

ANZ needed to consolidate 19 disparate contact centres on five outdated technology platforms into a single, enterprise-wide platform which would allow for better business and service outcomes. These highly technical integrations needed to happen without interruption or disruption to their highly visible contact 'centre'.

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