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December 13, 2010

Tesco Bank to implement Attachmate tool for managing phone queries

General insurance calls into Tesco Bank to progress without unnecessary interruptions

By CBR Staff Writer

Tesco Bank, the UK based supermarket bank, will implement a new customer service system leveraging technology from Attachmate, a provider of software for terminal emulation, legacy modernisation, managed file transfer and enterprise fraud management.

The system will include Attachmate Reflection 2008 software, a next-generation terminal emulation offering, which will integrate with the existing telephony system and will provide additional functions, improved usability and automation in more areas.

The bank said that the new system will enable Tesco Bank to manage phone enquiries to support staff in delivering a high level of services to Tesco Bank’s motor and home insurance customers.

The high level of automation and integration ensures general insurance calls into Tesco Bank progress without unnecessary interruptions, and issues can be resolved without the customer having to be passed between agents.

Detailed reporting of call centre performance is also built into the new system, and integrates with all other back office systems.

Attachmate senior project manager Malcolm Trigg said Tesco Bank looked to Attachmate to address the complex technical challenge of ensuring its home and motor customer service representatives have all of the information they need at their fingertips to enable them to process customer enquiries efficiently.

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Reflection 2008 securely extends mainframe data to users wherever they do business, giving organisations the flexibility to quickly meet increasingly complex enterprise needs and streamline business processes throughout the enterprise.

The offering will also enable relevant information from separate applications and systems to be integrated.

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