A growing number of big banks are committing millions of dollars to transform their prosaic telephone service operations into souped-up sales and service centers that can in many ways replace branches.

Technologically sophisticated banks such as PNC Bank Corp., Keycorp, and Barnett Banks have made the restructuring of call centers one of their biggest priorities.

Subscribe Now

Access to authoritative analysis and perspective and our data-driven report series.

14-Day Free Trial

No credit card required. Complete access to articles, breaking news and industry data.