Allied Irish Bank brings in Moxie for multi-channel strategy

Allied Irish Bank (AIB) has chosen Spaces by Moxie as the platform for its multi-channel customer service initiative. AIB will deploy Moxie Software’s chat, co-browse, email, knowledgebase and web self-service customer communication systems.

AIB wants to provide a consistent experience across all customer communication channels. Spaces by Moxie enables AIB to provide personalisation as well as consistency.

Moxie at AIB will provide live chat support software; support easier online services, including mortgage applications; deliver searchable web self-service; and intelligently route, manage and respond to customers’ email enquiries, said the bank.

“The retail banking landscape is changing, our customers lead busy lives and need to access and interact with the bank in a way that fits their lifestyle,” said Anne Boden, chief operating officer at Allied Irish Bank.

“The local branch, while still important, is now just one channel of many. In adopting a multi-channel strategy we needed a technology that allowed for the delivery of personal service and replicated it consistently and effectively across channels,” said Boden.

AIB was affected by an IT outage last month, with customers unable to access their accounts following the problem.

Copyright © 2013 IDG Communications, Inc.

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