Marquette Bank said it has improved customer service efficiency since installing Fiserv Inc.'s Customer Service and Call-center Solution, or CSCS.

The subsidiary of $5 billion-asset Marquette Financial Cos., said Linda Bayliss, assistant vice president and call center manager, "now can perform 80% of our transactions on-line, while we have the customer on the phone."

The Fiserv software feeds service agents with customer information, including a detailed record of previous contacts. "Any inbound banker handling subsequent contacts will see when and why contacts were made and the contact results," Ms. Bayliss said.

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