The Canadian Imperial Bank of Commerce (CIBC) is rolling out California-based Chordiant Software's contact centre product to customer services staff at its card products division.
Chordiant says its Enterprise Contact Centre system automates and manages business processes from the initial point of customer contact through to the back-office.
The system provides staff with a single view of the customer and related transactional history, as well as relevant scripts, tasks, product offers and other information guides. The vendor says the software improves staff productivity and reduces training costs.
Furthermore, Chordiant says the system will be integrated with CIBC's existing deployment of its marketing product, Marketing Director, allowing the bank to offer more relevant and personalised offers to customers during a service-related call.
Christine Croucher, executive vice president, card products, collections, retail and small business banking lending, says: "Chordiant stood out as the only solution that gave us the flexibility to continuously shape and deliver customer interactions according to changing customer needs."