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CANAM Enterprise
Commitment - Agility - Narrative - Accountability - Momentum
Success Stories
Success Stories
CIM Program
Customer Interaction Management – CIM: Implementation of the SAS Customer Intelligence suite to deliver more robust customer service and sales capabilities. Integration to the banks enterprise data warehouse drives business intelligence and analytics. Functionality will be rolled out across all inbound and outbound channels including call centers, the branch network and online channels.
Epicor - VOIP Project
The purpose of this project is to support EPICOR and to provide an optimized, extendable and scalable, “Interactive Voice Response Solution” employing modern infrastructure utilizing non-proprietary standards. This new UCCE implementation will, at minimum support all the current methods, call flows and languages currently supported by the existing call flow requirement of EPICOR.
BRP - VOIP Project
The purpose of this project is to support BRP and to provide an optimized, extendable and scalable, “Interactive Voice Response Solution” employing modern infrastructure utilizing non-proprietary standards. This new UCCE implementation will, at minimum support all the current methods, call flows and languages currently supported by the existing call flow requirement of BRP.
Metrolinx - UC Program
Unified Communications (UC) Program has been initiated to align with and support the Metrolinx strategic goal ‘BIG MOVE’ of integrating and improving services by delivering a more modern, effective and efficient communication solution for all staff and Customer Care Contact Centre interactions with customers. Program included the following components – Voice over Internet Protocol (VoIP) project, including 13 interdependent projects – connecting user devices and new Call Centre technology (Cisco Finesse, Agent Desktop, Jabber, Voice Mail, NICE Call Recording), Passengers System Infrastructure Upgrade (PASIU) project, Station Network Infrastructure Upgrade (SNIU) project, Consolidated Communication Console (CCC) project, Contact Management (Microsoft Dynamics) project.
Cheque Image Transformation Program
Cheque Image Transformation Program has been initiated to develop TDCT’s strategy for migrating from paper-based item clearing to image-based item clearing, adopting the Canadian Payment Association (CPA) program schedule. Program included the following components – Day 1 Project, Day 2 Project and Retail Project as 3 main components.
Globe and Mail Project
Web Platform Upgrades Program – The Globe and Mail corporate initiative to upgrade technology platform for financial websites, will make the financial web sites faster, cheaper (Oracle Enterprise license savings ~$600K per year) and scalable, and also make financial products more easily delivered on multiple platforms such as mobile and tablet.
CAMH Project
CAMH, part of Ministry of Health, initiative is to set up program management office, develop processes and templates required for successful program management. Identify gaps for current online provincial system support program and recommend solutions/tools to use for SISC program.
EES - Brand Development Program
EES targeted to complete full brand integration no later than December 2012. Success measured by both: visual confirmation of change of a determined set of EES brand assets to the new EES brand identity and customer recognition and validation of the EES brand attributes.
TD - Brand Transition Program
Brand Transition Program – TD corporate initiative to develop further brand identity and improve look and feel for existing branded assets in TDCT, TD Wealth, TD Securities, TD Business Banking and TD BFG.
RBC - Online Banking Redesign Program
The Online Banking Redesign Program will develop a new customer-driven user experience for RBC Online Banking that serves users' needs and establishes an effective online merchandising strategy that serves the business needs. Increase sales opportunities, improve UI design and layout, provide more information around transactions, provide support that empowers clients, and alleviates the burden on the Call Centre, provide and communicate new features and products. Improve the client experience within the online banking application including: migrating to the Unified Online Standards (UOS), moving towards the "RBC Online" cross-channel integrated experience, improving & exposing current OLB navigation, features and functionality (e.g.: multi bill pay, etc.), properly integrating new enterprise and OLB features and functionality (e.g.: enterprise message center, eAssist, etc.).
TD - B-CIF Program
The B-CIF Program will enable branches and other channels to be able to sell and service the Business Visa card with vastly increased ease and efficiency. With the successful completion of this program, Business Visa will be accessible on the appropriate personal and non-personal profiles of the bank customers. This, in turn, will make the Business Visa account part of both personal and non-personal (company) profiles, as appropriate, on EasyWeb, C3, S3, CIF, etc. To facilitate the link of the Business Visa cards to the channels, all Business Visa cards on the TS2 Visa Commercial platform will be converted to the TS2 Visa Consumer platform. This will limit future Visa development and maintenance activities to one Visa platform; improve the Visa employee experience through the use of only one platform instead of two; enable the Visa business strategy of offering comparable Visa products to both business and consumer customers.