Italian Postal Service Picks Call Center Software

Poste Italiane, the recently privatized Italian postal service, has selected technology firm Business Objects to provide it with customer relationship management software for use in its call center services division.

Business Objects, San Jose, CA, will develop an analytical system to be installed in Call Center Unico. The center gives customers information on the postal service's products, including mail, parcels and financial services, and provides customer service information such as post office opening times.

In addition to inbound service, Call Center Unico provides phone support for Poste Italiane's outbound campaigns. The call center will use Business Objects technology to track customer behavior, segment databases and determine customer needs.

One way the technology could be used would be to identify one segment, such as banking customers, and target them with offers from a related industry, such as insurance. Poste Italiane expects to use the technology to improve results from its telemarketing campaigns and increase customer retention.

Financial terms of the contract between Poste Italiane and Business Objects were not disclosed. The two entities also did not disclose a schedule for implementation of the technology.

Poste Italiane has 172,000 employees and operates 14,000 post offices in Italy.

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