We have worked on web based CIS (Customer Interaction Services) Application for CIBC with Objectwise Software using "Chordiant technology" CIS Application enhances customer service processing for Card Products Division of CIBC.

CIS with its card specific straight through service processing will help CIBC reduce servicing related costs and maximize agent productivity, while transforming its traditional call center to a sales and service center.CIBC Card Products division is the number one credit card issuer in Canada based on outstandings.

CIS has ability to automate and manage key business processes from the initial point of customer contact through to the various back-office systems, contact center agents will be provided with real-time information from a variety of different sources.

This provides CIBC with the capability of making more relevant and personalized offers to their customers during a service-related call, improving agent productivity and driving sales opportunities.

It will also provide CIBC with the ability to better align staffing with servicing-request volumes while maintaining the high quality of service customers associate with the brand.
CIS is able to guide CIBC Card Products agents as to which offers they should make in actual servicing situations based on customer attributes and local demand for particular products and services.

It is a process-based approach to contact center management allows managers to take into account factors such as cost and revenue data. This capability helps the contact center balance operational costs with revenue generation potential.