In an industry defined by the paradox of missed expectations and ever higher goals for call centers, PNC Bank may well provide a glimpse of the promised land.

The 1,000-person National Financial Services Center near the company's Pittsburgh headquarters handles 150,000 calls a day (about 70 percent of those within the voice response unit), supports more than 300 products and services and is fast becoming multi-media-capable for everything from 800 daily fax inquiries to urgent electronic mail.

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