deliver enhanced customer service
- Decision follows successful implementation of Syntegra's latest
voice trading technology at ANTS' London headquarters
London, 13 October 2003 - Syntegra today announced that Abbey National Treasury Services plc (ANTS) will install 25 positions of ITS Myriad at its London headquarters. ITS Myriad is designed to integrate multiple channels - such as voice, web, email and mobile - and ensures that all context sensitive information, sourced from existing in-house and third-party systems, is provided direct to the user's desktop. Go-live is scheduled for the end of October 2003.
This project follows the successful implementation of a turnkey solution at Abbey's London premises in December 2002, incorporating 130 of Syntegra's IP-ready pV405Hi turrets and Cisco's AVVID (Architecture for Voice, Video and Integrated Data) network infrastructure, to prepare ANTS for full multi-media convergence of voice, video and data communications.
Since then, ANTS has been working closely with Syntegra to look at new ways
technology can help to maximise trading opportunities. ANTS' London-based
equities, derivatives and fixed income team will use ITS Myriad to link
colleagues, clients and trading partners - enabling them to easily share
relevant customer information.
ANTS will take advantage of the detailed information ITS Myriad can source from the company's existing Customer Relationship Management (CRM)system. Whittaker Garnier's Client Management System (CMS) integrates with Outlook to create an easy to use and highly customisable CRM system. Using ITS Myriad, context-sensitive information from CMS will automatically be available to traders and sales people to support both incoming and outgoing calls. Armed with detailed information about the client's identity and history, ITS Myriad will ensure that ANTS dealers are one step ahead when the phone rings and that they are in a position to offer their customers the highest quality of service. Similarly, when they call a client from either their screen or turret, they will have all of the relevant details to hand. ITS Myriad provides a call report that can be completed at the end of the phone call to outline the nature of the conversation and further build the client history. ITS Myriad will also provide traders with full customer details relating to missed calls and the ability to return calls with one-click dialling.
Speaking about the bank's decision to implement ITS Myriad, Richard Williams, Abbey National Financial Products, Director, ANTS, said: "We have been working closely with the Syntegra team in London for some time now and have been consistently impressed with how they capitalise on the latest technology to help us improve our business. The best-of-breed voice trading technology they have installed is robust and provides a roadmap for the future. By integrating the information from the trader's desktop and turret, ITS Myriad is the next logical step in terms of technology advancement on the trading floor. It will help us maximise the value of both the turrets and our existing CRM system and give our customers a truly personalised service."
ANTS is looking to expand ITS Myriad to trading staff in New York. It has also been trialling wireless devices and is interested in the possibility of extending the functionality of ITS Myriad to mobile devices using Wireless ITS Myriad. This is designed to keep marketers in touch with clients and market developments whilst they are on the move.
Lord Burns, chairman of Abbey said: "With a busy schedule, I am very interested in how the latest developments in the wireless world can keep me in touch when I'm out and about and help me use the day more efficiently. I was impressed with the breadth of capability available from Syntegra."
Rod MacDonald, managing director of trading systems at Syntegra, said:
"Syntegra is committed to pushing the technological boundaries to allow financial institutions to maximise trading efficiency. In today's fast-paced
world it is imperative that traders and associated staff have access to context-sensitive information about their clients and the markets regardless of the channel of communication they or their client are using or whether or not they are at their desk. ITS Myriad can integrate with any CRM system to enhance client relations, improve staff productivity and reduce costs. As the latest project with ANTS demonstrates, with ITS Myriad and Wireless ITS Myriad we are opening up a world of possibilities."