Lloyds TSB division completes £3.5m convergence project

Corporate Markets arm looks to improved communications

Converged communications project gives staff a better working environment

Lloyds TSB Corporate Markets has completed a £3.5m converged communications project at its flagship premises.

The new system, implemented at 10 Gresham Street in London, covers the bank’s debt capital markets, risk management and structured finance business sectors.

The integration enables 1,100 staff, including 200 traders, to improve their customer relationships and streamline processes.

The bespoke service, provided by communications integrator Affiniti, covers design, pre-staging, implementation and user acceptance testing for all technology on the premises and links the technology to facilities at the bank’s Monument Street and Chiswell Street premises.

The main benefit of the Cisco converged communication network is a single front office system which gives clients one point of call for financial services.

Benefits to staff includes built-in wireless access in the café and an improved working environment through reduced output of noise and heat as well as the new system being more compact taking up less space under desks.

The bank’s 30-seat IP contact centre gives sales agents a complete view of their clients’ portfolio to enable cross-selling products and services as well as providing better customer service.

Lloyds TSB Corporate Markets head of IT strategy Colin Everett, says the bank’s corporate clients require a complex combination of services including risk management and specialist financing.

‘By bringing together our sales and customer relationship management within a highly reliant and converged communications environment, duplication of administrative tasks and processes has been removed,’ said Everett.

‘This has resulted in time and cost savings and an increase in client requirements we can now fulfil,’ he said.

The implementation is covered by a three year partnership agreement for service and maintenance.