Union Bank of California Strengthens Commitment to Customer Service with Amdocs ClarifyCRM

In addition, Union Bank will expand its deployment across the consumer call centers within its Customer Services Division. By standardizing on Amdocs ClarifyCRM to automate, execute and manage key business processes across multiple interaction channels, Union Bank now has a platform to effectively and efficiently handle its customer service needs, drive customer retention and loyalty, and reduce operational costs for profitable business growth. Prior to implementing Amdocs ClarifyCRM in 1999, Union Bank operated these call centers independently of one another resulting in a system environment that was difficult to maintain and unable to scale to meet the demands of its growing business. When Union Bank first rolled out Amdocs ClarifyCRM, it replaced paper as the method by which it documented all customer interactions. With Amdocs ClarifyCRM, Union Bank now has an automated system to ensure each interaction is completely documented and managed through to resolution. Over the course of the next year, Union Bank plans to deploy Amdocs ClarifyCRM in its high-volume consumer call centers. In addition, Union Bank will build real-time interfaces to mission-critical legacy systems to deliver users a unified view of consumer interaction history across all communication channels including Web, phone and e-mail.