Tesco Bank is using Attachmate's Reflection 2008 to support general insurance calls in its customer service systems.
Tesco Bank has 6.5 million customer accounts and the new system will ensure general insurance calls to Tesco Bank progress without unnecessary interruptions, and issues are resolved without the customer being passed between agents, according to Attachmate.
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Reflection 2008 is a terminal emulation programme, which will integrate with the existing telephony system and will provide additional functions, improved usability and automation.
The high level of automation and integration ensures general insurance calls into Tesco Bank progress smoothly without unnecessary interruptions, and issues can be more effectively resolved without the customer having to be passed between agents. Detailed reporting of call centre performance is also built into the new system, and easily integrates with all other back-office systems.
Reflection 2008 extends mainframe data to users, integrating information from separate applications and systems. Depending on the query, the system will automatically launch other applications and can bring up related document scans when managing a claims enquiry.