IPcelerate.com

Customer: KeyBank

About the Customer

KeyBank is the nation’s 12 largest branch banking network, with 986 full-service branches located across 13 states. Headquartered in Cleveland, OH, KeyBank provides retail and commercial banking, consumer finance and investment banking and management services to individuals and companies throughout the United States. Services are offered through branches, a network of 1,479 ATMs, telephone banking and their website, providing customers with 24 hour access to their accounts.

Initial Expectations from VoIP

KeyBank began a gradual transition to VoIP in 2000, with plans to finish deployment by 2010. The bank wanted a telephony and data environment that could accommodate centralized administration and at the same time control their operational costs. To date, all their expectation have all been met and they are very pleased with their IP experience.

Addressing Primary Business Challenges

The Austin, TX branch of KeyBank is home to a well qualified group of hedge fund investors, who were in need of a reliable call recording solution. The investors frequently listened to lengthy quarterly earnings calls and required an easy way of selecting certain calls to record as needed. The current call recording solution in place was fine when it worked, but they were experiencing too many technical difficulties. After reviewing several call recording options, the bank selected IPcelerate’s recording solution, installing both the IPsession and IPstudio servers because of the many extra features already embedded in these platforms.

IPcelerate Solutions

With the deployment of IPcelerate’s On-Demand Call Recording solution, KeyBank’s investors are now able to record any call they want with the touch of a button on their IP telephone. This feature allows them the flexability to actively listen into quarterly earnings calls, or record them for later playback and review through their web interface. IPcelerate’s On-Demand recording feature also allows an investor to record a call in its entirety, even if they activate recording half-way through the call. This ability is critical to the investors as part of their due diligence, as they actively advertise the ability to record and reference earnings calls for their clients.

The Austin branch is also using the Intercom solution for internal communication among employees, as well as the Pre-Programmed Conference feature, which allow the branch office to establish set conference call groups and then initiate a call whenever necessary to one of these groups through any IP phone.

New Telephony Experience

IPcelerate’s On-Demand Call Recording solution has increased the productivity level for Keybank’s hedge fund investors, as well as guaranteed them a high level of comfort in the overall reliability of their call recording solution. The transition to VoIP has been transparent to employees, who now enjoy an improved telephony experience including internal Caller ID and unified communications for email and voicemail.

Next Steps/Higher Expectations

Currently, the Austin office is the only Keybank branch using IPcelerate solutions. Once the VoIP infrastructure is in place, the corporate office will have a greater appreciation of IP telephony benefits, and IPcelerate solutions can be deployed in more locations. Approximately 20% of branches have already transitioned to VoIP, with another 30% budgeted by the end of 2010. Larger facilities with more users will transition first, opening the door to many more opportunities for both IPsession and IPstudio solutions.