Customers at Pittsburgh’s Mellon Bank can now perform all of their banking transactions without ever entering a branch or even using a telephone. PeriWeb, a robust software environment for Internet-based transaction processing services from Periphonics Corporation , a leading worldwide provider of products and services for call processing solutions used in Computer Telephony Integration (CTI) and Telecom Enhanced Network Services, has made all of Mellon’s telephone-based Interactive Voice Response (IVR) services available to customers accessing the bank’s website, [www.Bank-by-Web.mellon.com].
“We were anxious to offer Bank-by-Web and Web Bill-Paying in order to round out our interactive offering to our MellonDirect 24 banking customers,” stated David Spier, manager of Internet and PC banking at Mellon Bank. “We had been offering 24-hour touch-tone based service with an IVR system from Periphonics for a number of years. We needed to add a web access option in order to remain competitive. PeriWeb enabled us to make all of the bank’s telephone-based services available to customers accessing Mellon’s website.”
PeriWeb supports web browser-based access to new and existing IVR applications. Mellon was able to port all of its existing IVR applications over to its website with no need for re-programming. Using PeriProducer, Periphonics’ GUI development tool, new applications can be designed for phone and web access or for web access only.
In discussing PeriProducer, Spier said, “I can’t say enough about the ease of use of the Periphonics GUI tools that were used to build the web pages. Our staff programmer who built our web page had never even been on the Internet, let alone built a web page. Incredibly, she was able to take on the task immediately after minimal training.”
The system went live in June and was used by over one percent of Mellon’s customer base during the month of July. The average customer uses it three to four times a month. Recent statistics show that the Bank-by-Phone phone lines receive 147,000 calls each week, while the web site is visited an average of 9,000 times per week.
The advantages provided by web banking are not limited to the customers. When customers perform banking transactions via the web, agents are free to perform more complex or income-generating functions. Additional savings are incurred by the bank because of a reduction in use of the bank’s toll-free 800-number. Each time a customer performs a transaction by web instead of by phone, the bank saves eight cents a minute on access to their 800 number.
Periphonics Corporation develops, markets and supports products and professional services for Computer Telephony Integration (CTI) and for Telecom Enhanced Network Services using technologies such as Interactive Voice Response (IVR), speech input, messaging, fax and Web browsers. The Company’s products and services automate call and transaction processing, increase call center agent productivity, and often create new revenue streams for its customers. Headquartered in Bohemia, New York (Long Island), Periphonics has systems installed in more than 50 countries worldwide.
About Mellon Bank
A broad-based financial services company with a bank at its core, Mellon Bank Corporation ranks among the nation’s largest bank holding companies in market capitalization. With approximately $350 billion of assets under management and nearly $1.8 trillion of assets under administration, Mellon provides a full range of banking, investment and trust products and services to individuals and small, midsize and large businesses and institutions. Its mutual fund companies, The Dreyfus Corporation and Founders Asset Management, place Mellon as the leading bank manager of mutual funds. Headquartered in Pittsburgh, Mellon’s principal subsidiary is Mellon Bank, N.A.