UK high street bank, Abbey National has licensed e-Telelynx, a voice-over-IP system from Better On Line Solutions (BOS) to provide Web customers with access to a call centre agent for resolving online queries. The solution is being installed in the Isle of Man by BOS partner Total Network Solutions.
E-TeleLynk technology allows the bank to provide its customers with free calls to agents over the same Internet link, whilst the agent and customer are viewing the same Web page. If a customer gets stuck they press the Lynk & Talk button on the screen, which will route a call to a live banking respresentative over the same Web connection.
David Culley, the European managing director at BOS, says: "e-TeleLynk has been a resounding success in e-commerce and help desk applications simply because it is instant and obviates the need for a call back or a second phone line."
The company reports interest from other UK banks such as Barclays and Smile.uk.