Discount brokerage Charles Schwab uses AT&T's Command Routing as part of voice network disaster recovery planThe 800 lines of San Francisco, CA-headquartered discount brokerage Charles Schwab & Co 's automatic call distribution (ACD) system are dynamically rerouted by AT&T's Command Routing to ensure timely response to customer calls and essentially uninterrupted operation in the face of disasters (such as the October, 1989, earthquake) that may affect the Pacific Bell phone lines. The broker has 110 branches and two million customers nationwide who largely rely on the telephone to manage their accounts. Consequently, reliable telephone system performance is critical to the firm's daily operations and income. The ACD system is based on Rolm equipment and programmed in-house. Redundant National Call Centers, one each in San Francisco and near Indianapolis, IN, handle overflow traffic. Emergency portable cellular phones and a Comdisco backup site are also available in case of a disaster.
Schwab ensures voice reliability; customer satisfaction linked to call wait time.
SCHWAB ENSURES VOICE RELIABILITYWhen October's quake hit San Francisco Bay Area, it took several days for phone service to return to normal. For customers calling discount broker Charles Schwab's San Francisco headquarters...