The Maxxar Corporation Adds Screen Pop Module to IVRSystem.

FARMINGTON HILLS, Mich.--(BUSINESS WIRE)--Nov. 18, 1998--

System provides better customer service and cross selling

functionality to call centers

The Maxxar Corporation announced today that it has enhanced its Interactive Voice Response (IVR) system with the Maxxar

The addition to Maxxar's Your Exclusive Teller (YET) system provides a teller or call center agent with key customer information such as current account balances, cleared checks and deposit items.

"We developed this capability in response to requests from financial institutions to interconnect our Interactive Voice Response system and their customer service agents to their databases, which contains the pertinent customer information," said Peter Schmitt, marketing director for The Maxxar Corporation. "Our customers are continuously seeking methods to offer a higher level of service to their members."

How It Works

When customers initiate a call, YET's voice prompt directs them to use the telephone keypad to enter their account information and PIN. In the event customers need help while using the system or require additional information not provided by the IVR, they can press a key and be transferred to a call center agent.

If all call center agents are busy, YET informs the caller of the number of customers in the queue, the approximate wait time and provides the caller the choice to hold or to transfer to voice mail. The system sends the call to the first available agent. Simultaneously, the customer's information automatically "pops up" on the agent's computer screen.

By having all the customer and call information available before answering the call, the call center agent can quickly and efficiently answer the customer's questions. This saves significant time per call compared to systems that require a customer to essentially start over, repeating account information and the reason for calling. In addition, it allows the agent to offer information about financial products or services not already part of the caller's portfolio. "The callers' satisfaction increases because they don't waste valuable time," Schmitt said, "and financial institutions benefit because the call center can handle more calls with less staff assistance while increasing cross selling opportunities."

Technical Details

YET operates on Maxxar's Centrum 9000 platform, running Windows(r) NT and can access any specified PC, server or mainframe. The data structure is simple to customize with a scaleable and open architecture. An optional workgroup PBX integrates with non CTI-enabled PBX systems.

Based in Farmington Hills, Mich., The Maxxar Corporation is a leading, full-service provider of computer telephony integration (CTI) solutions, including interactive voice response (IVR) systems, Inter/intranet electronic commerce applications and call center telephony integration.

For more information, please contact Peter Schmitt at (248) 615-1414, ext. 143, or pschmitt@maxxar.com