Canada's BMO Bank of Montreal is implementing New York-based Verint's recording and analysis software, Ultra, across four networked customer contact centres.
The contact centres currently support the bank's credit card and direct banking operations in North America.
The bank will use Verint's technology to capture and analyse all customer interactions - including telephone, voice-over-IP, e-mail, chat or agent assisted co-browsing contacts.
The system captures and mines customer interactions for potential cross-sell opportunites and then automatically delivers them to decision makers across the organisation. The vendor's analytics application identifies trends, patterns and cause/effect relationships from customer interaction recordings.
Kathy Silmser, SVP, cardholder services, BMO Bank of Montreal, says: "Ultra and its speech analytics will enable us to leverage the intelligence from our interactions with customers to better understand their needs."