Bank of China (BOC) has selected Yucheng Technologies to develop a $5 million, 1000 seat, call centre that will use customer relationship management technology from Oracle's Siebel unit.
The new call centre will centralise customer service from previously stand-alone provincial systems, creating a single integrated CRM platform. Yucheng, in collaboration with Oracle, will develop and install the CRM software at the centre.
By integrating customers' relationship information with their transaction data, BOC is hoping to better understand its clients, improve service and increase profitability.
Weidong Hong, CEO, Yucheng Technologies, says: "We are pleased to work with both BOC and Oracle on this landmark CRM win. The Siebel CRM technology should allow BOC to capture more cross-selling opportunities and increase its customer retention rates."