Scopus Technology Inc. announced plans to launch a new call center product for financial institutions.
The software, Finance Central, is designed to help telephone agents sell more products.
Finance Central gives phone representatives customers' complete bank relationships and account histories, as well as scripts to guide sales pitches. Agents also can see whether customers have been targeted for certain sales campaigns and whether any leads need follow-up action.
Several other technology companies, including Broadway & Seymour Inc., M&I Data Services Inc., and Versatility Inc., have launched call center systems that aid sales processes. Slated to be generally available early next year, the Scopus software costs $3,000 to $5,000 per unit, depending on the number of units licensed. Scopus executives said a company can have the software up and running within two or three months of license signing.
Fleet Financial Group Inc. helped Scopus design Finance Central. The Boston-based banking company wanted a "customer-centric" product to help its agents bring in more business, said Ann N. Christensen, senior vice president and telephone banking director.
"The agent answering the phone knows exactly who they are talking to," Ms. Christensen said. "That makes a big difference when selling relationship types of services."
Scopus, based in Emeryville, Calif., was one of the first call center vendors to target the financial services market, said Ian Rubin, technology analyst at the Tower Group of Newton, Mass.
Bank call centers are becoming more profit-oriented, and Finance Central "gives call center operators the tools necessary to facilitate the cross- sell," he added.
The software features computer telephone integration, or CTI, which gives agents account numbers and information requests that customers might have punched into automated lines while waiting.
Banks can use Finance Central in branches and through Web sites. To assure security, the Web version uses encryption software from Entrust Technologies.
This flexibility aids banks' efforts to offer products with a consistent appearance. "Customers want a common feel and look across channels," said Brad Adrian, senior project manager at Mentis Corp., a technology research company in Durham, N.C.
