Standard Life Delivers Improved Service With IBM

Overview

Providers such as Standard Life Assurance Company, one of Europe's largest life and pensions companies, must respond to Independent Financial Advisors (IFAs) requests faster and more efficiently while also reducing costs. To handle IFA inquiries, Standard Life had a network of 40 local branches relying on Private Branch Exchange telephony (PBX). The technology was outdated and the company faced a critical decision: either update the existing PBX structure or undergo a significant upgrade to a converged data and telephony network. Standard Life decided to create a new virtual call centre by opting for a converged network to carry data, voice and other applications through an Internet Protocol (IP) network. Cisco Systems provided the core infrastructure, including Internet Protocol Contact Center.