Customer Care Platform

Especially designed and integrated with Genesys call Center Platform, customer care module with its agent desktop functionality automates the handling of inbound and outbound interactions (Phone, Fax, Mail, Web). AgentDesktop component stands between eLOANS Consumer Finance Solution and Genesys, in order to bridge incoming/outgoing interaction requests that may trigger other user defined Actions. AgentDesktop enables the user to:

1. Perform either manually or automatically incoming/outgoing Interaction requests through a unified environment.
2. View contact history. In particular, Genesys maintains its own database (separated from the eLOANS Consumer Finance Solution database), where it stores information for the incoming and outgoing interactions. Agent Desktop interacts with this database in order to present information to the user.
3. Search for a particular interaction initiated either by the user or the client.
4. Monitor connection status with call center.

Agent Desktop module is embedded within customer care. As a result, users logged on to eLOANS Consumer Finance Solution platform have the functionality of AgentDesktop at the same time with other eLOANS Consumer Finance Solution modules (CIF, Customer Care, Collections, etc).

With customer care module the customer service dept. of the financial firm has in a single customer view all vital information from application up to now, can perform all financial and managerial transactions applicable to customer accounts such as:

• Accounting entries, reversals, account debits such as fees, expenses credit card subscription fees etc.
• Loan rescheduling, loan duration changes, installment amount changes, frequency of payments changes etc.
• Use of revolving account, transfer of available amount to a third bank account or use of ATM facility.

Customer care can perform all after sale transactions:

• Change of means of payment (Postal payments, Bank account, Book of Coupons)
• Interest analysis account information
• Informative letters, document reissue, repayment schedule reissue, account statements
• Credit card statements
• Account summary customer position
• Customer Information File data change and maintenance
• Loan application data review
• Review of all clients product policy such as interest rates, credit limits, available amount etc

At the same time it can function as a direct sales tool, via its call centre functionality. In customer care modules users can also have information about the clients contact history, its calls and requests and its complaints, data valuable in strengthening and securing the customer-bank relationship.