New software integration improves Bank’s website self-service channel
Nacogdoches, TX – June 24, 2013 – Etech Global Services,a leading business process outsourcer and technology provider, today announced the deployment of their ICE platform on one of the top 10 U.S. bank’s website as part of their “Natural Language Help” initiative. The bank’s customers who are not able to find answers to their questions through the standard self-service channel can now escalate an email to the bank for further information. The bank expects the new ICE software implementation to improve their online customer experience, customer acquisition and overall retention rates.
This implementation marks a major milestone for Etech with deployment of ICE at one of America’s top banking institutions.With the successful deployment, Etech has demonstrated the ability to provide Software as a Service (SaaS) in even the most demanding and secure of environments where the SaaS model has not been fully embraced.
“This deployment was made possible through a strategic partnership and tight software integration with IntelliResponse,” said Ronnie Mize, Senior Vice President of Etech Global Services. “We are thankful for the support of IntelliResponse and look forward to further building our partnership with them.”
The ICE platform had to be thoroughly vetted to make sure it met the stringent standards of the banking industry which happened over a period of more than six months. Critical to meeting these requirements was a strategic move to partner with Amazon.com for use of their data centers on the east coast with back-up capacity on the west coast for failover.
“Amazon.com has provided us with a secure, compliant and extremely scalable environment that will allow us to grow the ICE platform to support the needs of any size customer. We saw an immediate boost in performance and now have access to the resources of the world’s most flexible and powerful data center,” said Mize.
As an early external customer for the ICE platform, the bank deployment has demonstrated the quality development and high standards followed by Etech as well as showing how easy the product is to use.
Matt Rocco, Etech President commented on the milestone, “We are very excited to have successfully launched our ICE platform. This technology platform has been in the development stages for the last 5 years. We think it has some very unique qualities that will enable the product to quickly gain exposure and market share. Coupled with Etech’s award winning contact center CHAT agents, we will continue to make a remarkable difference for our customers.”
About Etech Global Services
Etech Global Services is a leading contact center and technology solution provider with more than 2,500 employees in eight locations worldwide. Etech understands the importance of customer relationships and is committed to making a remarkable difference for their clients.All of Etech’s solution strategies are driven by the ‘voice of the customer’. Stringent QA processes ensure an ever-improving customer experience as well as ensuring the highest integrity and quality possible. These differences allow Etech to provide innovative technology, industry-leading service, stellar CSAT scores, and high performing sales and service solutions that enable Etech’s clients to build stronger brands, strengthen customer relationships, and gain market share. For more information: www.etechgs.com
About ICE – Integrated Chat and Email (ICE)
ICEis a multi-channel platform for Customer Interaction that is delivered to companies under a pay-as-you-go, Software as a Service model. ICE provides an integrated solution for call center operators, internal operator and designers to interact with customers across multiple media channels with a simple common interface that is easy to learn. For more information: www.enterice.com
About IntelliResponse Systems
IntelliResponse is the leading provider of virtual agent technology solutions for the enterprise. They create profitable online conversations for private and public sector customers around the world. Their patented Virtual Agent solutions transform corporate websites, mobile applications, social media channels and agent desktops into world class self-service platforms. Using IntelliResponse, consumers can ask questions using natural language and get instant, accurate answers as well as targeted offers that lead them down the purchase path and improve conversion. What’s more, key voice of the customer insights are captured in natural language, allowing companies to build highly detailed customer profiles over time.IntelliResponse is the gold standard in first line customer experience, offer management and customer intelligence. Some of the world’s most recognized corporate brands and public institutions trust their customer experience management needs to IntelliResponse – including CIBC Bank, ING Direct, Charter Communications, Progress Energy, Copa Airlines, Kobo Books, Penn State University, Yale University and Harvard University.For more information about IntelliResponse, visit www.intelliresponse.com.