Bank of Ireland has selected California-based Chordiant's Intelligent Customer Interaction Mangement platform as the basis for an integrated multi-channel customer service programme.
Chordiant will support the bank's customer service via both branch network and direct channels. The platform will also complement Bank of Ireland's technology infrastructure and multi-channel banking architecture, says the company.
Chordiant's ICIM platform provides building blocks for developing and integrating CRM solutions into existing enterprise-wide systems.
"The retail banking sector continues to be highly competitive and our customers expect us to know them and understand the depth of the relationship", says Deirdre Hannigan, director of retail strategy, Bank of Ireland.