HSBC is to use a multi-channel customer contact system from Boston's Amacis to manage its online retail banking relationships.
HSBC has implemented within the UK and will use the Amacis Visibility eCRM system to support all of its online customer interactions from digital television, Internet and wireless banking initiatives.
The bank made the selection on the basis of scalability and integration criteria, says Lee Longhurst, manager of Internet stystems at HSBC. "It was the only product that could handle the message volumes we proposed," he says.
Implementation began in May 2000, over a period of six weeks, meeting HSBC's need for rapid implementation. The product integrates with the bank's existing customer systems, databases and other applications.
System security is to be provided in partnership with Baltimore Technologies.