Ireland's EBS Building Society is to implement Fineos' enterprise customer relationship management (CRM) and business process automation system across its branch network and call centres.
Fineos says a multi-channel enterprise version of its Front Office package is being deployed at the society, including its inbound customer services and outbound telemarketing call centres.
Due to go live May, the system includes an integrated workflow engine which will automate business processes and route sales and service tasks. Service personnel will also have a repository for customer contact history and an additional campaign management functionality will enable users to identify cross-selling opportunities.
Tom Doherty, head of information systems, EBS Building Society, says the solution "will be a key driver in helping us become more customer centric in our thinking and processes".
Dublin-based Fineos says the contract expands its local presence from insurance customers into the banking and building society sector.