Credit Lyonnais of France will use Pegasystems Inc. software to automate customer service tasks.
The software lets users view entire customer relationships and handle all inquiries, so calls need not be transferred from one department to another.
The Paris bank said it is trying to improve service generally. It has realigned its organization and retrained employees to be more attentive to customers, said Christian Peeters, managing director of sales and marketing.
"The implementation of the Pegasystems software will enable staff to resolve payment exceptions much more quickly and to access the information they need to respond to customer queries immediately," he said.
By yearend the system should let staff members perform simple inquiries and read network messages from Swift, the Society for Worldwide Interbank Financial Telecommunication. A second phase next year is meant to automate all routine business processes.