Bank of America Corp.'s Consumer Finance Group has installed software from Genesys Telecommunications Laboratories Inc. at three of its call centers. The unit will use the software to answer customer questions received by electronic mail, over the Internet, and on the telephone.
Genesys' software was selected after an intensive three-year research period involving lab work and vendor comparisons, said David Sessions, senior vice president at Bank of America.
Mr. Sessions said Genesys would help the bank "deal with" the combined infrastructures of the old BankAmerica and the former NationsBank Corp., which depend on a variety of software because of each company's merger history.
Mr. Sessions also said Genesys would provide a "strong foundation for future growth and scalability."
-- Adriana Senior