Banco Rió Selects Genesys to Transform Its Call Center

SAN FRANCISCO - Banco Rió, a subsidiary of Banco Santander in Argentina, has chosen Genesys Telecommunications Laboratories, Inc. to transform the Banco Rió call center into a multimedia contact center. This investment will enable Banco Rió to offer current and potential customers more service options, including customer self-service.

Banco Rió sought a solution that would allow them to route customer calls based on statistics and customer information, and extend self-service capabilities. Banco Rió will implement the Genesys Voice Platform (GVP) and Genesys Inbound Voice. GVP leverages open standards, such as Voice XML, to make Web-based information available to customers over any telephone. It will extend Banco Rió's customer service capabilities to handle a range of queries in self-service.

"At Banco Rió, we know our customers very well, and this has been key to becoming the industry leader in customer attention and service," stated Pablo Vispo, CIO of Banco Rió. "The Genesys platform is significant in our differentiation efforts which, in our view, is an ongoing and steady process."

In addition, Banco Rió will leverage GVP's graphic development tools, enabling the contact center technology team to create new services and customize existing ones without the need for third party intervention.

The implementation, which involves 650 contact center agents and 480 ports of Genesys Voice Platform, will be headed by Interaxa, a Genesys partner. Implementation is underway by the Interaxa team and will be completed by the end of 2005.