XML gateways
Customers are more and more demanding and expect to be served quickly and efficiently whatever channel they use. Call Centers appeared in the 80s with the mission to reduce costs by migrating low value transactions from branches to the call center channel. This channel failed to reduce costs for banks as it was mainly used to fix errors from branches. While banks are currently redefining the mission of their call centers to drive sales' growth; adopting a multichannel approach becomes more than ever essential. CR2 enables banks to offer a personalised customer service and sales. Call center staff are in full control of their activities by getting access to the entire customer's activity as BankWorld offers a 360 view of the customer's relationship with the bank. Furthermore, bank staff can respond to customers' requests and easily perform transactions on behalf of customers.
BankWorld integrated self-service platform address a breadth of customer relationship management functions. The platform uses XML language to connect to the current's bank call centre system with BankWorld. With BankWorld, the call centre becomes part of the multichannel strategy to generate new revenue by launching targeted campaigns and cross-selling products and services to customers.
