Bucher + Suter builds the contact center foundation the banks and credit unions rely on during peak demand. Elastic capacity, secure routing, and traceability built in.
Financial institutions must balance regulatory requirements, technical complexities, and the needs of their customers. That challenge has only become more difficult as the industry evolves.
Legacy systems live alongside modernization efforts
Core banking platforms, channel-specific systems, and decades of process accumulation sit beside cloud migrations, API initiatives, and AI projects. Service teams have to deliver consistent answers regardless of which system actually holds the source of truth. Ultimately, modernization work has to proceed without interrupting day-to-day operations.
Every interaction is recorded, audited, and reportable
Routing decisions, escalations, identity verification, advice given, and consent captured all need to be traceable. Audit readiness is not a separate workstream. It is built into how the contact center is configured, operated, and reported on every day.
Demand spikes are driven by events outside the bank's control
Market volatility, regulatory deadlines, fraud incidents, and outages create concentrated demand that can hit within hours. Service operations need elastic capacity, fast escalation paths, and clear ownership at the moment volume crosses the threshold where standard staffing breaks down.
Clear ownership and traceable handoffs are an architectural requirement
Sensitive cases need named ownership, clean handoff between teams, and a full record of action that holds up under both internal review and external regulatory scrutiny. The architecture under the service operation has to make that work without manual reconstruction.
TKB needed to move their consultancy center to a partial hybrid model, with two redundant high-security data centers inside a private cloud, while keeping voice recording and telephone networking on-site.
#01
• Telephony platform due for renewal, with almost all contact center hardware running on site
• No existing reference project for cloud contact center in Swiss financial services
• Scalability, cost, and operational improvements required, with no security compromises
• Lifecycle management held internally by the TKB team
#02
• Two redundant high-security data centers in the b+s private cloud
• Close integration with TKB's on-site components
• Avaloq core banking integration, 10+ hotlines, intelligent routing, and data residency in Switzerland, all delivered against the bank's compliance framework
• Voice recording and telephone network transfer retained on-site at TKB; IVR, tape announcements, routing, and call handling operate from the cloud
• Lifecycle management handled by Bucher + Suter, with stable operation across years
• Flexibility and scalability well beyond previous model
John Buxton, Black Hills Federal Credit Union
"The solution is a testament to the collaborative efforts and shared vision between our teams. Moreover, the proactive approach in resolving challenges underscores the true spirit of our partnership, as it reflects a genuine commitment to mutual success."
