Spanish savings bank Caixa Tarragona has contracted with SchlumbergerSema for consulting, technology and managed services at its multi-channel customer contact centre.
Under the deal, SchlumbergerSema has implemented its UCI 2000 multi-channel client and channel integration platform to standardise customer services across the bank's call centre.
Staff at the bank are already providing integrated services via phone and e-mail. SchlumbergerSema says it also expects other contact channels, such as the Internet, fax and SMS, to be integrated to provide customers with a consistent service across channels and provide staff with cross selling opportunities.
Josep Quereda, director, Caixa Tarragona telephone office, comments: "At present, one of the main distinguishing features that companies can provide is their customer service departments, and our collaboration with SchlumbergerSema has enabled us to enhance our customer communications as quickly and efficiently as possible."