Wachovia rolls out Verity search technology across call centres

Wachovia rolls out Verity search technology across call centres

US bank Wachovia is introducing search technology from California-based Verity to provide 5000 staff located across its 14 call centres with improved access to business and customer information.

The bank has implemented Verity's K2 Enterprise (K2E) advanced search, classification and recommendation software to help call centre staff serving retail, wholesale, brokerage and asset management customers to quickly locate information.

Verity says its search and taxonomy technologies enable staff to locate information for customers faster and more accurately than in the past.

The vendor says the software will also be used to improve access to information over the corporate intranet site. The technology will be integrated with the Microsoft content management system which underpins the bank's corporate intranet.

Pete Fields, Wachovia's director of internal Web services, says employees have called for improved search functions across the intranet: "Verity's products can help us to solve a complex problem - which goes beyond algorithms to include taxonomies, classification and metadata - so that we can provide our employees with advanced search-related capabilities that can help them to quickly access the information they need."

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