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Comarch conquers the Contact Center Market

Comarch entered into a contract with Invest Bank SA to implement Call Center infrastructure together with a Comarch CRM system designed for telephone-consultants.

The Comarch CRM Contact Center system implemented in Invest Bank SA is a solution supporting the work of contact center consultants. It is a part of the Comarch CRM platform which has been awarded the most innovative IT solution of the CRM class. The system will cooperate with Call Center solutions provided by the company AVAYA, Comarch’s technological partner. The whole system will allow complex customer service operations from a voice portal allowing for the execution of banking operations to the access of consultants who are fully equipped with all essential data regarding clients.

- Alongside the internet channel and branches, Contact Center is another strategic direction of the Comarch CRM system development. Although the CRM version for Contact Center is an independent solution, thanks to a flexible and modular structure, it can be supplemented at any time by other CRM modules provided by Comarch for supporting the work of branches, Internet, campaign management and analytical modules. It reflects our thinking in the construction of complex solutions, but is always suited to the current needs of our clients - comments Sławomir Gierek, the Head of the CRM Sub-sector, Consulting Department of Finance, Banking and Insurance Sector, Comarch SA.

- The idea of the integration of Avaya’s Contact Center platform, the World leader in its sector, with Comarch’s CRM business application is, besides a manifestation of our strategy for product synergy, an answer to market demands. We see a substantial increase of interest in these kinds of solutions. A simple Call or Contact Center is not enough for today. The company sincerely requires an entire analytical-business layer in order to fulfill its own operational objectives and build a competitive advantage. Due to expanded functionality, flexibility and high quality components, our solution allows this - adds Marcin Pepaś, the Head of the Network Solutions and Telecommunication Sub-sector, Center of Service Sector IT Infrastructure Consulting, Comarch SA.

Michał Przybylski, the Director of the Customer Service Center at INVEST-BANK SA describes a business demand for wider IT support than a classic Call Center: The implementation of the Contact Center CRM program constitutes the continuation of the introduction of customer relationship management in bank operations. These programs will support existing CRM processes. It will allow for quicker conversion of IT system capabilities to actual business benefits and will provide more opportunities for the bank’s business development.