Windows Call-Center Software from Versatility to Put Emphasis on Sales

Versatility Inc. has developed call-center software geared to selling financial products.

The new software, called Versatility Financial Services, costs $2,450 per user. To be available in December, it runs on Windows 95 and Windows NT platforms.

The software is part of Versatility's attempt to capitalize on banks' increasing emphasis on sales.

Other vendors of call-center software also are developing products aimed at financial services industries.

Versatility, however, has taken the lead in tailoring its applications to banks' needs, said Cheryl O'Donoghue, vice president of FTR Inc., a Lombard, Ill.-based consulting firm. "They have been able to identify where their clients are feeling the greatest pain," she said.

Ms. O'Donoghue said the Versatility software can help speed responses to information inquiries and can aid call-center agents in the promotion and selling of new products.

When a customer dials in to the system and punches in an account number on a telephone keypad, the system automatically fetches account data and places it on the screen of the appropriate call-center agent.

The agent can view a customer's entire relationship and also can see when and why a customer has called in the past.

In addition, Versatility Financial Services suggests products-tailored for individual customers-for agents to sell, said David Miner, Versatility's financial services marketing director. Banks can configure these "push" screens to fit the experience level of each employee.

If a customer needs to be transferred to another call-center department, the agent can switch the client's call and account information simultaneously to another representative.

Versatility, based in Fairfax, Va., specializes in customer interaction software for teleservicing and telesales call centers. Its customers include Mellon Bank Corp. and Chase Manhattan Corp.

Next week, Action Systems Inc., a Dallas-based consulting company, plans to announce the addition of the Versatility's new software to the set of solutions it markets to banks.

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