TELEFONSERVICE is a userfriendly Call Center application for handling user requests via phone. After a customer authentification (account number + PIN) the requests will be entered in TELEFONSERVICE by a Call Center agent. The agent will forward the information/result of the request to the caller. All transactions will be logged in a database and can be audited every time.
Features
Master data management with direct interface to
the core banking system
PIN collection via a user with special
authorisation
General informations (conditions, location of
branches, donation accounts, inquiry of exchange rates / traveler
cheques)
Inquiries/orders from/to the core banking
system (account information, inquiry of turnovers, collection of payment
transfers with online posting or data carrier exchange (DTA), management
of standing orders, management of savings deposits, management of time
deposits)
Security orders (portfolio order / fond order /
new issue / modification of a portfolio order / cancelation of a
portfolio order / portfolio list / portfolio list info / portfolio order
status)
General orders with transmission to the
responsible branch via Fax or eMail (ordering of cheques, ordering of
cards, ordering of formulars, ordering of foreign currencies / traveller
cheques, collection of other orders / customer requests)
PIN disableing and telephone foreclosure
Logging of all orders with the possibility to
audit each order (master data / administration / users / DTA)
Forwarding of the OFFLINE orders
Connection to an automatic speech recorder
Statistics / reports (master data, orders)
Administration (master data, PIN inquiry, add/change/delete of saving products / conditions for time deposits / foreign currencies / traveller cheques / management of telephone numbers / branches / bank code / holidays / conditions / donation accounts / user management with authorisation / automatic notification by letter / DTA management)
