AWD rolls out S1 call centre technology

AWD rolls out S1 call centre technology

German independent financial advisor AWD has implemented S1 Corporation's newly-launched call centre application at its customer services centre in Hanover.

S1 says its Enterprise Call Center package replaces multiple disparate systems with a single application that integrates information from various communication systems and data sources to provide staff with a single, consistent view of customers.

Jens Marquardt, head of AWD's Hanover customer service centre, says previously there was no system that integrated customer information, which resulted in higher costs, potential errors, and an inability to use all of the available data towards better service and improved selling.

US-based S1 says the new technology will enable AWD to evaluate and support marketing campaigns more effectively, make master data changes to customer information and reply promptly to customer requests.

The vendor released the call centre application, which is part of its Enterprise banking package, in February. AWD, which has over 6000 advisors serving more than 1.4 million private customers across Europe, is the largest European financial services organisation to deploy the package.

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