capital-one

How Continuant Helps a Major Financial Institution Keep More “in Their Wallet” 

Capital_One_logo

Boasting one of the most memorable ad slogans of all time—“What’s in YOUR wallet?”—Capital One Financial Corporation (NYSE: COF) may be one of the best-managed financial services firms, but it did not like spending too much for poor service. 

Cap One Building Image

The Challenge

  • Avaya OEM providing lackluster, expensive support 
  • Lack of Avaya dialer engineer support 
  • Problems for in house engineering team 
  • No access to Tier III engineers  

The Solution

  • Support for Avaya systems at all locations nationwide that have proactive contact centers 
  • Cost effective, easy to use solution 
  • Dialer side support 
  • Access to Tier III engineers 

The Story

With some 47,000 employees and a ranking of #98 on the Fortune 500 list, this US $32 Billion company serves more than 50 million customers in the United States, Canada, and the UK, offering credit cards, home mortgages, auto loans, and checking/savings products.   

Given this company’s record for managing finances, it didn’t take long for it to realize it was paying far too much for support on its Avaya systems. Not only was the OEM’s support too expensive, it wasn’t even particularly good. Capital One was missing key engineering support on the dialer side, and without access to Tier III engineers, its own in-house engineering team was left struggling with problems it was ill equipped to handle.  

Continuant, however, was certainly equipped to handle these challenges. Supporting all nationwide Capital One locations with proactive contact centers, Continuant offered the company much better and more intuitive service at a much more reasonable price. Best of all, Continuant made Capital One’s life much easier with dialer side support and access to Tier III engineers. 

With Continuant’s 24/7 support, this financial giant can happily answer its own question: “what’s in your wallet?” 

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