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VP Bank Group
An intelligent communications solution by Avaya and NovaLink
One of the largest banks in Liechtenstein, VP Bank Group has more than 600 employees and draws
customers from over 60 countries. With customer assets of CHF 35.5 billion, and a Standard & Poor’s
rating of A, VP Bank focuses on private banking. In 1956, VP Bank founded its head office in Vaduz,
Switzerland. Since then, it has opened subsidiary offices in Luxembourg, Zurich and elsewhere,
as well as having representative located in offices around the world. For more information, visit
www.vpbank.com.
Challenge
VP Bank Group had been looking for a system that would fulfill all of its requirements in the areas
of alarms, evacuation, unified messaging, call reporting and system redundancy. The system also
needed to feature a high level of availability while being easy-to-use and maintain. Other requirements
addressed certified interfaces, long lifespan and cost/use relationships. VP Bank also wanted the
capability to notify customers and employees regarding all important bank transactions (share prices,
etc.)
Solution
VP Bank Group chose a solution that combined Avaya expertise – particularly in planning and
installation – with NovaLink’s NovaAlert, NovaConf, NovaMail and NovaTax products. NovaAlert is an
alerting, messaging and information server that communicates with various systems over a wide range
of interfaces. NovaConf is a conference system with several options: Dial In, Dial Out, Ad Hoc. A link
to Microsoft Outlook is available. NovaMail is a unified messaging system (voice mail, email, fax) with
special functionality for the health care and hospitality sectors. A large, interactive Voice Response
System (IVR) is also included. NovaTax is an invoicing system, allowing both the automatic production
of accounts and the calculation of statistics.
Results
Centralized platform. ▶ What sets the solution apart is its central platform, which deals with all varieties
of events, as well as the central processing and allocation of the platform. These include, in the
widest sense, critical events and information, such as fire alarms, burglary alarms or evacuation
orders. Also included are information and messages, such as stock movements/stock prices, which
can cause considerable financial loss if they do not reach the recipient within the shortest possible
time.
Maximum speed and greatest possible reliability. ▶ The platform also handles all alarms that are
“down,” such as errors or systems. In this case, the greatest possible availability is also required.
When the IT systems are down in the banking sector, the cost of minutes can soon run into millions.
Maximum speed and the greatest possible reliability play a central role here as well.
Diverse notification mediums. ▶ Notifications can take the form of any medium imaginable, such as
voice-based telephone calls (also with the help of synthesized speech/text-to-speech), short message
service (SMS), pager calls, email, DECT-paging, wireless local area network (WLAN) and workstation
pop-ups.
Enhanced call reporting ▶ . Call reporting, in all its forms, has also taken up a central role in the
banking sector. It is often necessary to give detailed information within the shortest possible time
over a managed telephone call, since a deal worth millions can be at stake.
Ability to prioritize based on alert levels. ▶ Last but not least, the entire platform is employed due to
its efficiency and its ability to prioritize on the alert level for generic communication methods such as
standard voice mail, Automated Attendant, Interactive Voice Response (IVR) and the sending of SMS
and pager messages, as well as many other communication methods.