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Kiva Contact Center Software Deployed by First American Bank

June 14, 2010

Kiva Group announced that Illinois-based First American Bank has become its latest major banking customer.

Kiva group officials said that the Illinois based institution with $2.5 billion in assets, is going to utilize Kiva's Respect Contact Center software as the foundation of its technology strategy. The software is going to be used by the bank for responding to customer requests and providing well-informed service.

Just like any business organization, banks too are making lot of investments in the systems to ensure best care and services for their valued customers. First American Bank launched a customer care initiative in 2007. The decision to use Respect Contact Center software is a part of this initiative. First American was looking for technology capabilities to replace its legacy case management system. The bank was looking for something that would help them improve automation and efficiency.
After an evaluation, First American said it selected the Kiva Respect 7 software. Additionally, the Iowa Finance Authority recently recognized First American Bank Home Mortgage as one of the top lenders in 2009.
The Respect Case Management application is part of the company's unified Contact Center system. Built upon Altitude Software's customer interaction platform, Kiva's uCC is comprised of several integrated applications that address a breadth of customer relationship management functions.
Kiva said that the Respect 7 Suite gives community institutions the ability to not only meet, but exceed customers' expectations of service with each interaction, regardless of the channel, by maintaining consistent customer information and interaction management.
A fundamental aspect of the implementation, Kiva Group deployed an integration interface into First American's core Silver Lake system using Jack Henry's jXchange XML technology. The Respect Case Management software provides the institution with a one-stop service delivery solution that integrates more than eight information sources, including Microsoft Active Directory, Lotus Notes and external databases.
The bank is also able to access an unlimited number of external applications and/or web sites from within the Kiva software.
"The combination of Kiva's industry expertise, the far-reaching capabilities of the Respect software and our vision of customer care has provided us with an optimum case management solution," said Kim Kohon, executive VP, deposit operations director at First American Bank. "With Kiva, we re-engineered our overall service process flow to centralize our information sources, accelerate customer response time, and re-focus our staff on understanding service delivery issues-instead of navigating the bank's previously cumbersome systems."

Madhubanti Rudra is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.

Edited by Marisa Torrieri