First Data invests in call centre technology

摘要

First Data Europe, Europe's largest card transaction processor and subsidiary of First Data Corporation, is buying Knowledge Management Software's Domain Knowledge software. Through investment in the software, First Data Europe for First Data Europe expects to improve customer service for its card issuers and the millions of consumers who use its services. KMS's Domain Knowledge software will enable First Data Europe call centre operators to use the pool of knowledge and documentation that already exists within the organisation to rapidly answer and resolve questions. This order will provide 160 referral staff with improved and internal accessibility to product and client related information through a sophisticated search solution using a web browser. Initially the Domain Knowledge solution will be created with a web interface for call centre agents with eventual rollout to the Intranet for use in the other call centre operations. First Data Europe is currently in the process of planning the deployment, which will commence within the call centre in the next few months.