Bank of Ireland invests €34m in customer service enhancements

Bank of Ireland is investing €34 million into its telephony and customer relationship management (CRM) systems in a bid to enhance its customer service operations.

The funds will furnish the bank’s 2,800 workforce with access to “quick ‘single view of customer’ data”, and power the implementation of voice biometric technology to “improve customer authentication for better fraud protection and reduce call waiting times”.

Bank of Ireland invests €34m into customer service

The initiative seeks to strike improvements to the bank’s self-service functions, such as requesting a new card, changing account information, and ordering duplicate statements.

This investment is described by Susan Russell, CEO retail Ireland, Bank of Ireland, as the bank’s “largest single investment in enhanced systems and technology”, and brings its total commitment to various customer service enhancements to nearly €150 million.

So far this year, the Bank of Ireland has announced several significant internal investments, including plans to allocate €60 million towards ATM and branch enhancements. It also disclosed intentions to spend €50 million on upgrading its fraud protection technology in February.