ABN AMRO makes customer contact more personal and more accurate with 95% of customer calls routed to the most relevant agent

ABN AMRO replaces its touchtone interactive voice response (IVR) system with a speech-enabled call routing system.

 By choosing Logica as primary service provider, ABN AMRO’s top decision  makers assured themselves of working with:

• An established player with top-level experts in speech technology and customer interaction
• A strategic partner well-acquainted with the bank’s inner workings, processes and applications
• An expert delivery team that fully understands the functional, technical and business requirements of the bank and that is competent in managing all stages of the project
• A trusted partner who collaborated easily with other technology partners.
   

The bank’s Direct Channels Interactive Banking division recognised a business need to make call handling more effective. ABN AMRO’s decision to move to a call routing system based on speech technology was therefore strategic.

The new system was aimed at:

• Easing customer interactions over the phone
• Reducing costs in the customer contact centre by routing more calls directly to the right self service or agent capable of answering the call
• Using technology to raise sales effectiveness and maximise the impact of the bank’s investment in sales processes and training.

In 2006, Logica implemented a pilot application for the bank’s speech-enabled call routing system. After a competitive bidding process, ABN AMRO chose to partner with Logica for the realisation, tuning and testing of the ‘Speech Navigation’ solution. ABN AMRO and Logica worked closely together to ensure the solution was optimal in every respect, be it functional, technical or business.

Logica built the Speech Navigation solution with speech technology software from Nuance, and integrated it on to ABN AMRO’s Genesys platform.

The platform is maintained by Logica. The solution, based on open speech recognition, allows callers to interact more freely with the system without restricting the content of the messages.