Siebel scores multi-channel win with PNC Bank
27 June 2000 | 2619 views | 0
PNC Bank is to use Siebel eBusiness Applications to unite sales and service across all delivery channels, including branch, telephone and Web.
Siebel's multichannel integration solution is being implemented in conjunction with the IBM Websphere platform, and follows from the global alliance between IBM and Siebel Systems announced in the fourth quarter of 1999.
"Siebel eBusiness Applications will enable us to give our customers a consistent, valuable and personalised customer experience at all points of contact," says Joe Guyaux, chief executive officer of PNC's regional community bank. "Customers will be able to begin a conversation with PNC in one channel - either a branch, the Web or on the phone - continue it in another channel and end it in a third channel."
The new interface will be delivered in conjunction with a major hardware roll-out to branch staff, providing more intelligent Web-enabled computers at the desktop.
Anuj Dhanda, chief information officer for PNC's regional community bank comments: "Siebel Systems will give our call centre and branch employees the capability to service our customers faster and more efficiently through one integrated source of customer information."
The new PNC Bank eBusiness solution is based on Siebel eFinance, a vertical industry application tailored to the financial sector.