CardWeb.com’s CardExecs database of payments industry movers and shakers today features Dr. Stuart C. Wells, Executive Vice President, Chief Product and Technology Officer of FICO.
NCR hires a heavy hitter for its Retail Solutions Division. Michael Bayer comes with credentials from Avaya EMEA, Motorola, Symbol Technologies and Cisco. Bayer will report to NCR Chairman and CEO Bill Nuti.
Diebold has named Sal Mahbouba VP, global services. To lead the company’s global services portfolio, infrastructure and service technology teams, Mahbouba has held various leadership positions at several global high-tech and service-oriented companies where he has been responsible for all aspects of a global services business including supply chain management, forward and reverse logistics, and break-fix repair. During his more than 10 year career with Oracle, Mahbouba was responsible for the conceptualization, development and implementation of consistent business practice, process optimization and solution architecture. More recently, he spent five years at Avaya, Inc. during which time he drove profitable growth and market expansion.
Jack Henry & Associates for financial services organizations announced that its jhaCall Center system can be deployed through a variety of bank-defined outsourced services. jhaCall Center supports a variety of outsourced implementation options provided by U.S.-based call center associates who serve as seamless extensions of a bank’s staff. jhaCall Center Services – The jhaCall Center staff receives and resolves customer calls and inquiries during banks’ regular business hours. jhaCall Center Full Business Services Outsourced – This comprehensive service augments telephone support with jhaCall Center staff qualified to perform operational loan and/or deposit related tasks, ranging from new accounts, file maintenance, transaction processing, and exception handling.
MasterCard appointed Ron Garrow Chief Human Resources Officer and member of its Executive Committee, effective April 1. Garrow joined MasterCard in March 2010 as Group Head, Global Talent Acquisition Management and Development. Then he was named Group Executive of Global Human Resources Plans and Programs, which included oversight of Rewards, Workforce Programs, Employee Relations and Human Resources Services and Solutions. Garrow held various Human Resources leadership positions at Bank of America over a six-year period, culminating in the position of Chief Learning Officer. He also spent 19 years at Wachovia in various Human Resources roles focused on training, leadership and executive development.
OAISYS published its “Payment Card Industry Data Security Standards (PCI-DSS) Guide for Contact Center Managers,” in conjunction with DMG Consulting LLC. It offers an overview of PCI policies governing financial transactions using credit and debit cards around the world, how it applies to contact centers and the “dos” and “don’ts” of data storage. The white paper ultimately offers an introduction to PCI-DSS; its legal force and status; and standards for protecting cardholder data.
NCR announced a new expansion strategy for its indirect business, taking it from “good to great” across the retail, financial services, travel and healthcare sectors and extending its global reach. NCR’s existing partner network resells NCR’s self-service and assisted-service solutions worldwide, giving NCR market coverage in over 120 countries. NCR plans the aggressive growth of its channel business by recruiting new partners and increasing the range and value of NCR solutions they are certified to sell and support. NCR offers a holistic combination of innovative products and services, designed with its indirect partners in mind. NCR will be making further announcements about additions to its indirect business over the coming months.
Catalyst Telecom, a sales unit of ScanSource and value-added distributor of voice, video and data convergence solutions, has expanded its relationship with Avaya by adding Avaya NES solutions to its offering for channel partners. Avaya NES solutions are the former Nortel voice and data solutions that recently joined the Avaya portfolio. Catalyst is Avayaâs largest value-added distributor in the U.S. Through this relationship, Catalyst Telecomâs reseller partners will have access to the comprehensive line of Avaya NES solutions, including: Small- to medium-enterprise solutions; Unified Communication solutions; Contact Center solutions; Data networking products, including solutions for Ethernet Switching, Routers, Wireless Networking, Access Control and Unified Management.
SD-based CAPITAL Card Services has deployed IN-based Interactive
Intelligence’s IP communications software suite. The suite, “Customer
Center” (CIC), replaced CAPITALâs Mitel PBX, along with several other
telephony products, and today supports the companyâs 200 contact center
agents and an additional 100 business users. Since deploying CIC,
CAPITAL has reported improved operational
performance — from faster feature roll-out and better reporting, to
improved training and client satisfaction. CAPITAL Card Services is a
servicer of MasterCard and Visa
accounts for financial and non-financial institutions nationwide. The
company serves approximately 500,000 cardholders and manages more than
$145 million in outstanding card receivables for its clients.
Contact center optimizer Calabrio has introduced “Calabrio Compliance Recording and Quality Management” solution. Enhancements include a stand-alone bundle for
compliance recording, PCI (Payment Card Industry) compliance. This new
release provides contact centers with the ability to purchase 100%
voice-only recording as a stand-alone for a cost-effective solution for
compliance and dispute resolution. Organizations can choose to record
all calls for everyone, or for specific teams of agents and knowledge
workers configured in the system. Advanced query options, provided
through APIs, let users find recordings quickly and easily among
thousands of logged interactions.
Barclaycard USA announced that eight employees from the US and UK will embark on a seven-week, 3,250-mile cross-country bicycle ride to raise more than $250,000 for six American, British and international charities that include The East Side Charter School in Wilmington, DE; the Care and Share Food Bank of southern Colorado; BBC Children In Need Appeal; Macmillan Cancer Support; the Alzheimer’s Society and CORD. CORD is an international humanitarian organization working with displaced people and communities affected by violent conflicts worldwide. The riders will depart San Diego, CA, on Saturday, September 29, and will arrive in St. Augustine, FL, on Wednesday, November 14. The cross-country course follows the Adventure Cycle Association of America’s Southern Tier route traversing California, Arizona, New Mexico, Texas, Louisiana, Mississippi, Alabama and Florida. The team will cycle an average of six to eight hours daily covering 70 to 100 miles across mountains as high as 6,200 feet above sea level.
The spin-off, IPO and acquisition industry trend continues as Milwaukee-based Marshall & Ilsley yesterday confirmed plans to split Marshall & Ilsley and Metavante into independent public companies. The Company also announced that private equity investor Warburg Pincus has agreed to invest $625 million to acquire an equity stake of 25% in Metavante. The investment values Metavante, a provider of banking and payments technologies to over 8,600 financial services firms and businesses worldwide, at $4.25 billion. Upon completion of the proposed transaction, Marshall & Ilsley shareholders will receive one share of Marshall & Ilsley stock and will also receive one share of Metavante stock for every three shares of Marshall & Ilsley stock held. Metavante revenues have grown from $500 million to $1.5 billion in the past seven years. With $1.5 billion in revenue in 2006, Metavante Corporation now has approximately three times greater annual revenues than it did seven years ago. Metavante, which also owns the NYCE network, reported 2006 net income of $160.1 million, a 34% increase from 2005 and its profit margin of 10.6% increased from 9.3% in 2005. Metavante’s 2006 net income contribution represented 20% of M&I’s net income. Frank Martire will continue to serve as president and CEO and Mike Hayford will remain SVP/COO of Metavante. The transaction is expected to close in the fourth quarter.