Software Cues Reps to Customer Data, Adding Human Touch to PC Banking

A Santa Clara, Calif.-based Internet service developer has begun offering call-center software designed to complement PC banking services.

The software, from Edify Corp., lets consumers who are banking on-line connect via phone with customer service representatives who are automatically fed information on the customer who has called.

Dubbed "Call Me," the software is meant to juice up the common call center and to introduce - economically - a human touch into services that are often without it.

Bill Soward, director of application marketing for Edify, said he is "skeptical" of elaborate PC interfaces that can take a long time to download responses to even simple customer inquiries. The new software is his company's answer to this problem.

One of Call Me's main features is its ability to delve into a customer's file to provide the customer service representative with background about account activity, banking habits, and potential needs for new products or services.

Edify in the past has worked with a number of banks and financial service companies, including Banc One Corp., Bay Banks Inc. Chemical Banking Corp., Comerica Inc., First Interstate Bancorp, Mellon Bank Corp., Norwest Corp., and Visa International.

Historically, the six-year-old company's strength has been in voice response automation.

But since last fall, Edify has been making a bigger play for services related to on-line banking. NationsBank Corp. and First Union Corp. are among the banks it has worked with in this regard.

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