S1 Corporation (NASDAQ: SONE), a leading provider of integrated front-office applications for financial institutions, is delivering a fully integrated call center solution, S1 Enterprise Banking Call Center, designed to enable banks to deepen their relationships with customers, improve customer loyalty, and increase revenue.
S1 Enterprise Banking Call Center replaces multiple applications on a customer service representative's desktop with a single, easy-to-use application. The system's comprehensive design can significantly improve workflow for customer requests, reduce customer wait times, improve consistency in data capture, and reduce employee training time.
S1's latest call center solution, one of nine applications of S1 Enterprise, provides the industry's most comprehensive range of robust transactional capabilities and rich customer care tools that support sales, service and marketing. These broad capabilities give financial services providers a new ability to enhance and support their branch partners' services with full transactional as well as relationship management capability through the call center.
"Despite the wide choice of alternative channels, banking call centers continue to be the preferred channel for critical service requests and inquiries," said Jerry Silva, senior analyst at TowerGroup. "While banks spend billions on call center technology, they spend even more on staff. Therefore, banks today are turning their focus to technologies that improve staff effectiveness. Systems that allow call center agents to leverage customer information across the enterprise play a key role in optimizing call center performance and enabling agents to do the right things at the right time, do them in a cost-effective manner, and turn more service calls into sales opportunities."
"The call center was once a cost center to most financial institutions, but it is now seen as potentially a major profit center and as the point where service representatives have the greatest impact on customer satisfaction and retention," said Ross McKay, vice president of product management for retail banking at S1. "As more and more customers move to self-service channels, banks realize that while they are in contact with a customer they need to optimize the time, enhance customers' overall experience, and promote value-added and revenue-generating services."
S1 Enterprise Banking Call Center offers a wide range of transaction and customer care capabilities, which allow representatives to open or close accounts, check balances, transfer funds, order checks, update information, or make stop payments. In addition, the solution supports customer service representatives' efforts to improve up-sells and cross-sells through customizable scripts for sales pitches as well as lead capture and referral capabilities.
Other innovative features of S1 Enterprise Banking Call Center include:
Multi-channel, real-time contact history. Call center representatives can see at a glance what has transpired during customers' recent interactions with the bank regardless of which channel the transactions originated in. Extensive customer profiles. Comprehensive customer dashboards enable customer service representatives to react quickly and to tailor service to customers' specific needs. Intelligent case management capabilities. Each incident or service opportunity can be tracked through its life cycle. Advanced management tools allow requests to be routed to the appropriate individuals or groups and re-route work to meet shifting workloads. Enterprise platform. The S1 Enterprise Platform enables consistency in deploying business processes across call centers to ensure adherence to policy, privacy, standards and maximize efficiency. CRM integration. S1 Enterprise Banking Call Center can be integrated easily with other S1 solutions, including S1 Enterprise Analytics or other third-party CRM solutions, providing customer profiling, alerts, awards, promotions, and analytical tools to optimize cross-selling opportunities during call sessions.