The Cantonal Bank of Thurgau (TKB) is capitalising on innovation for its advisory centre: a Cloud solution by SPIE ICS.
«The Cloud is no panacea. But with the right partners to assure agility, flexibility, scalability, functional scope and cost reduction, it is the best solution.»
Curdin Schenkel, IT Manager TKB
THE CHALLENGE
TKB is already one of the first banks to operate a modern advisory centre. The migration of the advisory centre to a Cloud solution has been considered within the framework of the Best of Breed outsourcing strategy that it aspires to. This realisation was conditional upon upholding the regulatory requirements (the FINMA criteria), safeguarding information security as required by TKB and having a reliable partner. Of course the customer should not have to accept any limitations or losses of function during the realisation and introduction of the project. The service should be able to be adopted fully and without interruption from the start.
THE SOLUTION
A Contact Centre as a Service (CCaaS) was implemented in the sector of reporting and call handling for the service centre and for all neighbouring systems and extended features. All sustainable operating output is guaranteed and can be expanded flexibly and quickly. The FINMA requirements are covered by the private Cloud in two redundant high security centres. Responsibility for installation, configuration and operation is outsourced. The only remaining responsibility of TKB is then the agent structure.
ADVANTAGES
Customer focus is fully assured
Flexibility & agility are strengthened
Simple scaling (agents can be expanded as required) with ‘pay what you use’ model
Outsourcing of the lifecycle management and essential test areas
Strong partnership between SPIE and B+S in relation to Cloud solutions