Case Study: Large Asian Bank achieves zero-downtime, seamless call center upgrade with Nucleus Software

Call Center Upgrade for a Large Asian Bank

Large Asian Bank, a major Japanese bank serving 2 million+ customers through 30+ branches, a nationwide ATM network and a 24x7 call center with 850+ agents, needed an urgent upgrade of its aging Interactive Intelligence Customer Interaction Center (CIC) platform. An in-place upgrade was not feasible, regulatory constraints and continuous operations meant zero downtime and minimal changes to agent experience were mandatory. Nucleus Software’s Infrastructure Services Group was engaged to manage and support the migration.

Nucleus Software implemented an Active–Active two–site design, deployed the new CIC client alongside the old client on the same PCs, used a SIP proxy to register two lines on existing Cisco IP phones, and leveraged carrier call-splitting and CIC I-Director routing to enable phased traffic switching. The coordinated approach by Nucleus Software (with CIC vendor ININ, the ISP and the bank IT) delivered the new system in parallel with the old, allowed agents to switch systems in under five minutes, preserved the user experience, and completed the migration with zero operational downtime for the bank’s 850+ agents and 2M+ customers.