Elix's IVR Enables Banorte to Reduce Abandoned Calls
MONTREAL, CANADA - Elix, an interactive business solutions for contact centers, announced that Banco Mercantil del Norte (Banorte) of Mexico, an affiliate of Grupo Financiero Banorte, has chosen Elix's IVR as its preferred interactive voice response platform for telephone banking services. The IVR platform will help Banorte to handle the more than 20 million calls its contact center receives per year; 80 percent of these calls, on average, are now handled automatically. Part of Banorte's strategy is to promote the use of this channel to their customers by offering more self-service options such as payment of utility and credit card bills, transfers between accounts, product sales, and loyalty programs. The open architecture and flexibility of Elix's IVR will allow Banorte, one of the most important financial institutions in Latin America, to handle the ever-increasing number of inbound calls as the company's customer base continues to grow. In addition, the platform's stability has allowed Banorte to reach its quality standards concerning abandoned calls and port saturation. "Elix´s open standards technology platform easily supports the current and future applications that our market will demand," says Maximo Maldonado Boyso, Telephonical Bank Subdirector. "Banorte is now reaping the benefits with an impressive decrease in abandoned calls and an inspiring improvement in customer satisfaction."