Quest IQService™ is an inbound contact center software solution built specifically to handle the expanding needs of banks and credit unions. Unlike legacy contact center ticket tracking systems, IQService combines issue tracking with contact center core banking screen automation to achieve optimal performance.
As mobile banking transactions begin to exceed branch activity, contact centers need the ability to handle more calls while at the same time using the inbound call as an opportunity to expand relationships and cross-sell additional products and services. IQService tracks and documents each inbound call to completion. Using the Quest data mining engine, new sales and service leads are delivered to each agent’s desktop using IQService so the call can transition into a sales opportunity.
Customers expect quick and efficient service. IQService provides a unique screen push automation technology that takes the call agent directly to the core banking screen that will answer the question without wasting time navigating through core banking menu systems. Banks and credit unions are able to answer 25% more calls with the same resources while at the same time enhancing the customer experience.
Contact center managers will enjoy the drill down reports to help optimize resources while at the same time track call reasons and issues. IQService includes MS Outlook integration so that tickets can be sent to the back office using MS Outlook. Back office associates can answer and close tickets directly from MS Outlook without having to learn new systems or processes.
IQService features include: