With new features such as call-flow management and reporting embedded into its latest release, Postilion’s Voice Banking interactive-response service has attracted 15 new banking customers, according to a news release.
IVR is becoming the life-blood of bank call centers, as institutions depend on automation to handle over 90 percent of daily calls, without aggravating customers who might not have the patience to sit through a recorded phone-tree directory of options. The IVR system tracks customer usage and administrative changes and allows access to a self-guided enrollment process for customer accounts and updatable information on branch locations.
Postilion, the self-service banking and payment processing division of S1 Corp., was acquired last year and is proving to be a cornerstone revenue generator: Postilion accounted for $4.1 million in operating income in the first quarter, and the company’s growth in year-to-year subscription revenue—$2.6 million, up from $1.7 million—was attributed to demand for Postilion products among community and regional institutions.
