RaiseCALL Banking Call Center Solution
:: An Accelerated Oracle Siebel Implementation for Banking ::
PhinCon’s RaiseCALL has been designed to meet the challenge. This fully integrated package of software, hardware and implementation services has been created to help banks to provide the highest quality of service at the lowest possible cost of such service. RaiseCALL is a rapid implementation Siebel Customer Relationship Management (CRM) − based on call center solution. In effect, it is a total banking Oracle’s Siebel Call Center solution designed for rapid implementation.
RaiseCALL mitigates risk by aggregating components of the solution into a coherent whole while including the flexibility to address all specific operating requirements securely. Built on global leader Oracle’s Siebel CRM technology, RaiseCALL uses Oracle Fusion Middleware as middleware to interlink the back-end database at the bank.
Our product, RaiseCALL version 1.1, supports all Oracle Database versions from 10g R1 to 11g R2, and Oracle WebLogic Server 11g R1. We are happy because this product provides partners with competitive differentiation through access to product-specific logos and related promotional opportunities.
The Ready status helps us to tell customers that they have tested their applications, and their applications support Oracle Exadata Database Machine and Oracle Exalogic Elastic Cloud component products including Oracle Solaris, Oracle Linux, Oracle VM, Oracle Database and Oracle WebLogic Server.
Key Features and Functionality of RaiseCALL for a Banking Call Center:
The system will make the customer’s profile pop-up automatically when an agent is called by a customer. The agent is provided information that can be used for customer verification─ like a personal question, e.g., “What was your mother’s maiden name?”─ and for other security requirements.
The agent will see on one screen what financial accounts that customer has, for example, single account, joint account, credit card, etc.
The agent will see on one screen the financial accounts that the customer has, for example, single account ATM, token, mobile banking, internet banking, phone banking, etc.
The agent records all complaints of a customer which are then transferred automatically into that customer’s list of historical requests.
RaiseCALL helps to search a customer’s profile using an “identical key” that shows a list of all financial information related to the customer (Account # / ATM # / CC # / CIS#) and an Inquiry result which displays the customer’s financial account and all complaints and requests of the customer.
Service Request History is important to recall every service provided to a customer and when the service provided. This includes inquiry status like a list of channels’ status (active / blocked); historical transactions on each channel if multiple channels were used, transactions of customer financial account based on specified period and account balance.
Customer satisfaction depends on whether their complaint can be resolved by giving the appropriate level of service and also on provision of accurate information on their query. All the service requests, such as complaints, will automatically generate the correct service level, so that the agent will know exactly when the request can be resolved and inform the customer.
The facility is to maintain the history of changing customer data.
The agent gets to know which tabs the customer pressed in the IVR menu before talking to him.
The system helps customers in respect of their security and peace of mind by blocking/unblocking account in real time (ATM, CC, token, savings account, IB, MB, SMS banking) as well as status of phone banking.
Banking transactions will be undertaken swiftly when called. These include transfer balance, payments (credit card, billing, etc.), purchases (ticket, top up, etc.) and real time credit card balance.
Assistance is provided to the agent to answer queries in standardized language and calculation interest as desired by a customer.
Want to learn more? Contact Phincon for more information