Banks Prove Top Performers in Call Center Study

Financial services companies are stronger adopters of technology in call centers,by Maria Bruno-Britz, Bank Systems & Technology, April 28, 2008

Banks are tops when it comes to their call centers, at least according to a study from Genesys Labs (San Francisco), a provider of contact center solutions. Genesys polled call center managers and technical support personnel at 82 financial services companies from around the world, including banks, credit unions, investment management funds and realty lending firms, for its Contact Center Realities Study. The survey concluded that financial services is among the leading industries in terms of effective contact center use. …

Adam Honore, senior analyst with Boston-based Aite Group, notes that banks increasingly are deploying technologies to facilitate cross-selling in various channels. “One of the newest technologies in play for financial services firms is complex event processing [CEP] engines,” he relates. “These engines are being used to foster cross-selling between channels.” Report