In an era of heightened customer demands and increased competition, call centers have become a crucially important mechanism to cost-effectively serve customers and sell products. Bank of Ireland realized that it needed not only to reengineer its call center delivery processes, but also to ensure that it provided the same level of out-standing service across channels to give a consistent customer experience. To meet this objective, the bank launched "Banking365," a customer relationship management system powered by Oracle's Siebel Finance. Now, the bank enjoys customer satisfaction ratings above 85 percent and has earned a string of awards for service excellence.
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