Sydbank is Denmark’s fourth largest financial institution. Their external hotline handles inquiries from private as well as business customers who have questions about the bank’s self-service systems.
When Sydbank’s previous contact center solution provider withdrew from the market in 2011, Sydbank chose to work tightly with Zylinc to develop a new system that would meet their needs and be able to scale to accommodate future of banking.
Images on this page courtesy of Sydbank
That co-operation resulted in Zylinc Contact center, which has been running at Sydbank since 2012. Today, many different organizations across Europe use Zylinc Contact Center, which is targeted at knowledge workers who resolve most inquiries themselves.
“Customer service has high priority, so Zylinc Contact Center has come to include many features that help us deliver a high level of service,” explains Carsten Toftegaard, who was Head of Department in Sydbank, and responsible for the external hotline at the time of the interview.
Sydbank is Denmark’s fourth largest financial institution, with a branch network covering the majority of Denmark. Headquartered in the southern Danish city of Aabenraa, Sydbank has approx. 60 branches spread across most parts of the country. Sydbank has more than 2,000 employees.