EVI to set up shared call center for credit card company

Cyber News Service


New Delhi, Sep 9

Equfax Venture Infotek, (EVI), an e-infrastructure company for the payment

credit card industry, will set up a call center for the credit card industry. In

the first phase, EVI will set up centers in eight locations and will provide

services to all banks that are EVI partners. The first initiative of its kind in

India, the call center will initially service over 14 banks in the country.

In the second phase, scheduled for 2001, the centers will be Web-enabled and

provide multimedia content, thereby enabling customer interaction through voice,

fax, e-mail, walk-in and co-browsing customers.

The call center will benefit banks, merchants, establishments and

cardholders. Banks will benefit by faster transaction processing, more loyal

customers and better technology. On the cardholder side the benefits are 24/7

full service and the architecture employed will make transactions more

convenient to customers. The call center will help to minimize risk to the

merchant establishments when accepting credit card payments by verifying

cardholder balances online.

The company plans to invest Rs 300 lakh in implementing the technology over

the next 60 days. Servion has been selected as the systems integrator and the

software for the project will be developed by EVI. The call center will be

operational within 90 days and will use Lucent’s Definiti G3si switch.

The architecture will connect eight call centers all over the country to a

central database in Mumbai. This means that all updated customer information is

available at a single point and then disseminated to the call center where the

customer logs in. Callers will be greeted by IVR and 75 percent of their

inquiries will be handled by the IVRS. In case they wish to be attended by a

live agent, automated call distribution system will ensure minimum waiting. The

system also incorporates CTI so that date screens automatically pop-up to ensure

quick service. Other special features of the call center include incorporated

voice mail, call recording, predictive dialing and fraud monitoring.