Bank of Ireland invests €34m in customer service enhancements

Bank of Ireland Investment: Bank of Ireland is investing €34 million into its telephony and customer relationship management (CRM) systems to enhance its customer service operations.
Enhancements: The investment aims to provide the bank’s 2,800 workforce with access to quick ‘single view of customer’ data and implement voice biometric technology for better fraud protection and reduced call waiting times.
Self-Service Functions: The initiative seeks to improve the bank’s self-service functions, including requesting a new card, changing account information, and ordering duplicate statements.
Significance: Susan Russell, CEO retail Ireland, Bank of Ireland, describes this investment as the bank’s largest single investment in enhanced systems and technology, bringing its total commitment to various customer service enhancements to nearly €150 million.
Previous Investments: Earlier this year, Bank of Ireland announced significant internal investments, including €60 million towards ATM and branch enhancements and €50 million on upgrading its fraud protection technology.