The project, which will include customer-facing telephony desktops and workflow implementation, will enable First Data Europe to improve the levels of customer service, streamline processes and enhance operational efficiency.
AIT’s eCRM solution will support First Data agents in the contact centres, providing customer history and preferences in real-time during the customer service call. The workflow system will be used to monitor and ensure service levels are met and to streamline the processes between the front and back office. Benefits will include consistency of information and service for the customer.
Ray Perrins, Portfolio & Project Management Services Director FDE, commented: We provide a wide range of customer and card-related services to many of the leading financial institutions in the UK and Europe. It is essential that we are able to offer them the highest quality of service at the best value both for them and their customers. We achieve this through constant monitoring and improvement of our operations and strong partnerships with established technology leaders. AIT has unrivalled experience in providing world-class eCRM and customer service-oriented solutions to retail financial services organisations. Its best-of-breed products will enable us to ensure that we always offer the highest quality service at the most cost-effective price.
The solution will be deployed initially in the UK and rolled out to support European clients during subsequent phases. Implementation of the multi-million pound agreement will start later this year and will continue into 2002.
