Allfirst Bank Chooses Syntellect to Optimize CRM

Syntellect, a supplier in speech-enabled customer, employee and supply-chain self-service software solutions and hosted services,  has been awarded a contract by Allfirst Bank to design and implement a Vista Interactive Media Response (IMR) solution.

The solution -- made possible in part by Syntellect's recently validated Vista IMR Integration Feature for Siebel Systems eBusiness Applications -- is expected to help Allfirst improve its customers' telephone experience, whether self-service or agent-assisted.

"The new system from Syntellect, consisting of over 300 IVR ports with CTI functionality for 250 agents, will guide the front-end conversation and information-gathering process for all callers, who will be able to complete a self-service transaction or at any time choose to be transferred to a live agent," said Eileen Battee, vice president, Customer Contact Center at Allfirst Bank. "We anticipate that this will improve agent call handling, reduce average call length, and increase customer satisfaction and retention. The same information can even be forwarded to a fellow agent for optimal servicing.

"We have recently invested in Siebel 7.0, a state-of-the-art customer relationship management (CRM) system; and once it is operational, we plan to maximize its effectiveness by integrating it with Syntellect's Vista IMR self-service software solution," Battee said. "When integrated, the unified solution will provide a full-service history of both assisted and self-service voice interactions, allowing the agent to better serve the caller. Integrated reporting, for call center managers to optimize service effectiveness, will also be provided."

"Our old IVR system needed to be replaced, and we scoured the market for the best vendor and product available," said Chuck Hersl, senior vice president for Allfirst Bank. "We chose Syntellect's Vista IMR solution due to its full-featured software platform. This allows us to speed our deployment and simplify ongoing system management. We contacted several Syntellect customers, whose input gave us confidence in the company's ability to successfully deploy an integrated solution including installation, project management, functional specification and test plan development, training, and even professional voice recording services. We expect that the Syntellect solution will be an integral part of Allfirst Bank's CRM strategy for years to come."