{"id":523163,"date":"2023-06-23T16:51:09","date_gmt":"2023-06-23T14:51:09","guid":{"rendered":"https:\/\/www.capgemini.com\/?post_type=client-story&#038;p=913770"},"modified":"2025-03-18T07:20:55","modified_gmt":"2025-03-18T07:20:55","slug":"developing-a-one-unified-desktop-contact-center-for-a-leading-international-financial-institution","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/fi-en\/news\/client-stories\/developing-a-one-unified-desktop-contact-center-for-a-leading-international-financial-institution\/","title":{"rendered":"Developing a One Unified Desktop contact center for a leading international financial institution"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Anonymouos_Contact_Center_Banner-2880x1800-1.jpg?w=2880&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Anonymouos_Contact_Center_Banner-2880x1800-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Anonymouos_Contact_Center_Banner-2880x1800-1.jpg?w=1440&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Anonymouos_Contact_Center_Banner-2880x1800-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Anonymouos_Contact_Center_Banner-2880x1800-1.jpg?w=1024&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Anonymouos_Contact_Center_Banner-2880x1800-1.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Anonymouos_Contact_Center_Banner-2880x1800-1.jpg?w=768&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Anonymouos_Contact_Center_Banner-2880x1800-1.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Anonymouos_Contact_Center_Banner-2880x1800-1.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client story <\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Developing a One Unified Desktop contact center for a leading international financial institution<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/prod.ucwe.capgemini.com\/fi-en\/wp-content\/uploads\/sites\/26\/2023\/06\/Contact-Center-case-study.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download the case study<\/span><span class=\"type\">2 MB  pdf<\/span><\/a><\/div><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client: Global Investment management and financial services company\u00a0<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: United States<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Industry: Banking &amp; commercial markets<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/fi-en\/news\/client-stories\/developing-a-one-unified-desktop-contact-center-for-a-leading-international-financial-institution\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/fi-en\/news\/client-stories\/developing-a-one-unified-desktop-contact-center-for-a-leading-international-financial-institution\/&amp;text=Developing a One Unified Desktop contact center for a leading international financial institution\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/fi-en\/news\/client-stories\/developing-a-one-unified-desktop-contact-center-for-a-leading-international-financial-institution\/&amp;text=Developing a One Unified Desktop contact center for a leading international financial institution\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">ÎÚÑ»´«Ã½ collaborated with the company to design and develop a lean contact center that revolves around a One Unified Desktop model, which streamlines the experience for both agents and customers<\/h2><p class=\"intro-para-content\"><strong>Client Challenge:<\/strong> A leading international financial services company had more customers than their outdated contact center could handle. To grow, and to affirm their customer-first reputation, they needed an entirely new strategy.<br><br><strong>Solution: <\/strong>With ÎÚÑ»´«Ã½\u2019s help, the company designed and built a new agile contact center based around the One Unified Desktop model \u2013 simplifying agent and customer journeys, enhancing upselling and cross-selling opportunities, and laying the groundwork for outstanding customer support.<br><br><strong>Benefits:<\/strong><\/p><ul class=\"box-list\"><li>Improvements on all key contact center metrics, including shorter average wait times, shorter average call handling times, and increased first-time resolutions<\/li><li>Increased capacity \u2013 tens of millions of customers can now resolve their issues faster than ever<\/li><li>Reduced cost of operations<\/li><li>Greater flexibility by enabling agents to work from home during the Covid pandemic<\/li><li>Improved customer and user experience<\/li><\/ul><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\"><strong>A leading firm with a lagging contact center<\/strong><\/h2>\n\n\n\n<p>A well-established international bank and financial institution had recently acquired a large American bank with an out-of-date contact center. Aging technology and limited personnel capacity were impeding the institution\u2019s ability to provide the desired level of customer care. When lockdowns hit in 2020 these issues became even more critical, as agents had no ability to work from home.<\/p>\n\n\n\n<p>The firm faced a number of challenges from identifying pain points and opportunities, to researching vendors and developing an agent training program. But the priority in 2020 was enabling call center staff to work off-site. The financial institution worked with ÎÚÑ»´«Ã½ to migrate its basic CX platform to Amazon Connect, an omnichannel contact center service, and in ten weeks, the firm\u2019s 1000+ agents were up and running from home, maintaining business continuity for the firm\u2019s tens of millions of customers.<\/p>\n\n\n\n<p>In addition, it was clear to the company that the acquired bank\u2019s contact center was wholly unequal to the firm\u2019s standards and would need to be replaced. During phase two of the project, the financial institution and ÎÚÑ»´«Ã½ began the transformation process by identifying typical customer journeys and migrating them one by one to Amazon Connect, thus ensuring business continuity at all times.<\/p>\n\n\n\n<p>Finally, the partners began the process of moving the firm\u2019s business verticals to the One Unified Desktop model, which enhances agents in multiple ways by connecting:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>every interaction in a customer\u2019s history, providing agents a 360\u00b0 view of customers and their needs<\/li>\n\n\n\n<li>each of the firm\u2019s services and products, enabling one trained agent to handle a wide range of queries without time-consuming transfers<\/li>\n\n\n\n<li>multiple business verticals, enabling agents to cross-sell services to customers who fit the right profile.<\/li>\n<\/ul>\n\n\n\n<p>The company and ÎÚÑ»´«Ã½ also launched a program to cross-train agents. Because bank customers rate wait times and multiple transfers as among the most common causes of frustrating experiences, the project team helped prepare agents to handle an increasingly wide range of issues. In doing so, the partners helped save customers\u2019 time, improved the image of the bank as a capable, knowledgeable institution, and enhanced the experience of agents, whose jobs became more varied, and who now feel confident to assist with a range of subjects.<\/p>\n\n\n\n<p>Agents also gained access to the firm\u2019s customer relationship management (CRM) system, creating new opportunities for growth. Through this project, the financial company and ÎÚÑ»´«Ã½ turned a contact center from a last resort for frustrated customers into a modern, multi-purpose information hub.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-turning-a-contact-center-into-an-engine-for-growth\"><strong>Turning a contact center into an engine for growth<\/strong><\/h2>\n\n\n\n<p>The firm is now thriving with a new contact center based on agile technology, centered around the One Unified Desktop model, and defined by a seamless customer experience. To give a sense of the opportunities this makes possible, imagine a typical call \u2013 a customer wants to understand the fees on her credit card.<\/p>\n\n\n\n<p>Previously, her experience would have consisted of a lengthy battle with the interactive voice response (IVR), followed by one or two transfers to different agents \u2013 each of which would involve by wait time \u2013 and the best possible resolution would have been a clear answer to her question.<\/p>\n\n\n\n<p>Today, that same customer is efficiently routed to a well-informed agent, who looks beyond the question of fees and sees the bigger picture: this customer is dissatisfied because her finances are complex and her needs are not being met. The agent answers the question, then goes on to suggest a new suite of services that better match the caller\u2019s needs. The customer leaves satisfied, and the bank has turned a complaint into an upsell.<\/p>\n\n\n\n<p>The transformation has been a success by every metric \u2013 shorter average wait times, shorter average call handling times, and increased first-time resolutions. Agents and customers are more satisfied, there are greater opportunities for upselling and cross-selling, and the financial services company is thriving in the American market, in part due to a simple, unified contact center.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n\t<section class=\"section section--lifeatcap-learning section--event-slider-careerInvent \">\n\n        <div class=\"container\">\n            <div class='career-invent-header'>\n                                <h2 class=\"heading\">Our solutions<\/h2>\n            \n\t                        <\/div>\n        <\/div>\n\n        <div class=\"slider slider-fader ccc4a955-075f-4502-82a7-691f9b86dcfa\">\n\t\t\t\t\t\t\t<div class=\"slider-nav-wrapper smallDevice\">\n\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t<div class=\"col-md-12 text-center\">\n\t\t\t\t\t\t\t<div class=\"slider-nav\">\n\t\t\t\t\t\t\t\t<button class=\"slider-prev\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button>\n\t\t\t\t\t\t\t\t<ul class=\"slider-paginator\"><\/ul>\n\t\t\t\t\t\t\t\t<button class=\"slider-next inactive\" aria-label=\"Slider-next\"><\/button>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"slider-list\">\n\t\t\t\t\t\t\t\t\t<div class=\"slide active \">\n\t\t\t\t\t\t<div class=\"slide-bg-wrapper wp-block-cg-blocks-career-invent is-style-sapphire2\">\n\t\t\t\t\t\t\t<div class=\"bgImagesection\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t<div class=\"container slide-info-wrapper\">\n                  <div class=\"row\">\n\t\t\t\t\t\t  \t\t\t<div class=\"col-md-6 col-sm-12 box-inner \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"content-title \">\n\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"explore-header\" data-maxlength=\"68\" title=\"Contact center transformation\">Contact center transformation<\/h3>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"box-title \">\n\t\t\t\t\t\t\t\t\t\t\t\t<h4 data-maxlength=\"144\" title=\"Merging experience, brand and contact center technology\u00a0by supporting clients in creating consistent, scalable, frictionless omnichannel moments\">Merging experience, brand and contact center technology\u00a0by supporting clients in creating consistent, scalable, frictionless omnichannel moments<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"brand-logo-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div> \n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t <div class=\"btnDiv\">\t<a class=\"more2\" data-maxlength=\"24\"  aria-label=\"Read more about Contact center transformation\"  title=\"Opens in new window\" tabindex=\"0\" href=\"\/solutions\/contact-center-transformation\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\" >\n\t\t\t\t\t\t\t\t\t\t\t\tRead more\t\t\t\t\t\t\t\t\t\t\t<\/a> <\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t<div class=\"col-md-6 col-sm-12 text-right box-img-wrapper escaper escaper-right\">\n\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=1200&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=1200&amp;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=600&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=1200&amp;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=400&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=800&amp;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=400&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=800&amp;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\n\n\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" class=\"box-img\" src=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg\"\n\t\t\t\t\t\t\t\t\t\t\tstyle=\"\" alt=\"\"\n\t\t\t\t\t\t\t\t\t\t\/>\n\n\t\t\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t\t\t\t<!-- <img decoding=\"async\" class=\"box-img\" src=\"\"\n\t\t\t\t\t\t\t\t\t\t\tstyle=\"\" alt=\"\"\n\t\t\t\t\t\t\t\t\t\t\/> -->\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t           <\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t <div class=\"\"><\/div>\n\t\t\t\t\t\t\t<div class=\"slide-reveal\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"slide active \">\n\t\t\t\t\t\t<div class=\"slide-bg-wrapper wp-block-cg-blocks-career-invent is-style-sapphire2\">\n\t\t\t\t\t\t\t<div class=\"bgImagesection\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t<div class=\"container slide-info-wrapper\">\n                  <div class=\"row\">\n\t\t\t\t\t\t  \t\t\t<div class=\"col-md-6 col-sm-12 box-inner \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"content-title \">\n\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"explore-header\" data-maxlength=\"68\" title=\"Retail and commercial banking\">Retail and commercial banking<\/h3>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"box-title \">\n\t\t\t\t\t\t\t\t\t\t\t\t<h4 data-maxlength=\"144\" title=\"Traditional industry boundaries are blurring as banks become virtually invisible.\">Traditional industry boundaries are blurring as banks become virtually invisible.<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"brand-logo-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div> \n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t <div class=\"btnDiv\">\t<a class=\"more2\" data-maxlength=\"24\"  aria-label=\"Read more about Retail and commercial banking\"  title=\"Opens in new window\" tabindex=\"-1\" href=\"https:\/\/www.capgemini.com\/fi-en\/industries\/banking-and-capital-markets\/retail-and-commercial-banking\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"\" >\n\t\t\t\t\t\t\t\t\t\t\t\tRead more\t\t\t\t\t\t\t\t\t\t\t<\/a> <\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t<div class=\"col-md-6 col-sm-12 text-right box-img-wrapper escaper 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