Chase Manhattan Corp. has agreed to run its call center using Broadway & Seymour Inc. software.
The software, called TouchPoint, provides bank representatives with complete pictures of individual customers' account relationships.
Chase, the nation's largest banking company, with $366 billion of assets, will roll out TouchPoint at a 1,300-seat retail call center in Jericho, N.Y., by yearend. The banking company's Rochester, N.Y., call center for trusts already uses TouchPoint.
Eventually the software will be installed at Chase's other retail call centers in Texas and New York said bank vice president Ron Murphy. He declined to disclose the financial terms of the software agreement.
John Williams, product management director for Charlotte, N.C.-based Broadway & Seymour, said seven institutions either use or have ordered TouchPoint.
Observers said the Chase contract is good news for Broadway & Seymour, which recently jettisoned several lines of business to focus on call center, branch automation, and customer profitability technology.
"Chase gives you a lot of exposure, and that will cause other banks, I think, to at least look at" Broadway & Seymour products, said Stephen J. Shook, securities analyst at Interstate/Johnson Lane in Charlotte.
Mr. Murphy said TouchPoint is part of Chase's effort to upgrade its retail banking call centers.
TouchPoint lets agents serve customers better by giving more information about callers than they can now obtain. It also makes it easier for agents to sell products and transfer inquiries to supervisors and specialists.
"We will have a good base in place once we do this," Mr. Murphy continued.
Mr. Williams pointed out that TouchPoint can be used in customer service platforms in branches, in automated teller machines, and on the Internet.
Two banks, which he declined to name, plan to move the software into their branches.