Another need was a more powerful routing capability so that calls were sent to the agent with the best skills to handle the customer's request. While The Provident Bank's Interactive Voice Response (IVR) technology was first-rate, its inflexible call center hardware didn't have the routing capability to direct callers to the best skilled agent or department. On occasion, customers were greeted by agents who didn't have the right expertise or experience, raising the likelihood that issues wouldn't be resolved on the first call.

Once The Provident Bank made the decision to work with Echopass, the two companies carefully reviewed the bank's call center data to assess call volumes and service requests. Based on the findings, Echopass customized the home screen for The Provident Bank agents to instantly provide them with the customer data and account information needed to answer the most frequently asked questions. "The screen pop Echopass developed is one of the key contributors to our improved, hassle-free call interaction," notes Blunt. "Echopass built a completely customized desktop for agents that contains all pertinent customer information. Now as soon as a call comes in, agents have 95 percent of the customer's data at their fingertips which improved the overall call handling and customer experience."