Lloyds TSB is to implement AIT's telephony desktop product at call centres throughout the UK as part of a strategic initiative to provide consistent customer information across all of its banking, insurance and investment operations.
Lloyds TSB currently operates sales and servicing facilities for a broad range of financial services products from 32 seperate call centres throughout the UK.
Igor Andronov, Lloyds TSB director of group IT, comments: "Throughout our very diverse group-wide activities, there is a need for standardisation and a common view of our customers at every point of contact."
The contract with AIT is part of a strategic initiative to provide consistent customer communication across the group, he adds. The first implementations will be to support Lloyds TSB contact centres, its general insurance division and its credit card operations.
Once deployed, the technology will provide call centre agents in different parts of the group with the same facility to access customer history and preferences while holding conversations over the telephone. The system is being implemented in partnership with KPMG Consulting and will integrate with existing CTI, IVR and voice/data recording systems as well as customer analytics software.