Equifax, a world leader in innovative payment service solutions, today announced the introduction of two new technologies within Equifaxâs Check Services division.
Equifax is augmenting the capabilities of its existing Interactive Voice Response (IVR) platform, a system pioneered by Equifax in mid-1996, by incorporating Computer Telephony Integration (CTI) technology into its fully automated consumer disclosure process. The addition of CTI expedites the delivery of consumer/merchant data from the (IVR) system to the consumer service agentâs desktop, eliminating the need for callers to repeat information already captured by the IVR. This system, which will reduce call length and increase agent productivity, is the industryâs first to integrate computer and telephone call center systems into a powerful support tool for consumer service.
“Incorporating CTI into our client and consumer systems will allow us to deliver speed and service quality that is unparalleled in the industry. This innovation underscores our goal of pioneering technologies that enable merchants and consumers to have the highest quality of products and services,” said Jeff Carbiener, senior vice president and general manager of Equifax Check Services.
The new CTI product, CallSPONSOR, was developed by Periphonics Corporation of Bohemia, NY, and was recently recognized as CTI Magazine’s “Product of the Year.”
Robert Venema, vice president, finance, of Ross Stores, said, “The consumer disclosure system has definitely reduced the number of consumer issues relative to turndowns because the consumer has instant access to a greater amount of information than ever before. Now, with the addition of Computer Telephony Integration, the process will be even more streamlined and will help us better serve our customers by being more efficient at the point-of-sale.”
In addition to the CTI initiative, Equifax Check Services is launching the first fully automated point-of-sale (POS) device programming system, also developed by Periphonics Corporation. This innovative system streamlines and simplifies the reprogramming process for clients. It allows merchants to program multiple types of POS devices in minutes through a combination of IVR technology and existing software download programs.
Only the most basic POS device operating knowledge is required by the user. The client simply identifies the type of POS device and responds to the system-driven verbal instructions to program site-specific requirements.
“The electronic transmission download happens immediately, so merchants do not miss an opportunity to accept check payment. Once again, the launch of Equifax’s new point-of-sale terminal programming system emphasizes our commitment to customer driven excellence through the implementation of enabling technologies,” Carbiener added.
EQUIFAX is a worldwide leader in shaping global commerce by bringing buyers and sellers together through its information, transaction processing, consulting and knowledge-based businesses. Equifax serves the banking, financial, retail, credit card, telecommunications/utilities, transportation and healthcare industries and government. Founded in 1899, Atlanta-based Equifax today has 14,000 employees in 18 countries and sales in more than 40 countries. Revenues for the 12 months ended September 30, 1998, were more than $1.5 billion. For more Equifax information, visit the companyâs website at .Details