Tech Bytes: 5 Paces Using Quintus Call-Center Software

Quintus Corp., which makes software for call centers, has built its technology into the call center operated by Five Paces Inc. for Internet banking use.

Five Paces' Internet banking technology lies at the heart of Security First Network Bank (which conducts business with customers predominantly on-line) and the Internet banking arm of Huntington Bancshares of Columbus, Ohio. Other banks are also beginning to offer Internet banking through Five Paces, of Atlanta.

Quintus' software replaced a mainframe-based application that had been driving Five Paces' call center.

"This will be the first major call center that's geared toward true Internet banking," said Alan Anderson, president of Quintus.

An Internet-based call center poses different technological challenges from conventional call centers, Mr. Anderson said.

"It's the distributive nature of where the calls are coming from," he said. "The calls can come from anywhere, anytime. They can come from E- mail. You have to be ready to answer questions in different kinds of media."