BNP Paribas Fortis signs up Worldline for WL Contact system
BNP Paribas Fortis has signed a multi-year contract with payments firm Worldline which will see the latter provide its WL Contact system on a cloud-hosted basis.
WL Contact is the vendor’s contact centre system and will be deployed at a BNP Paribas Fortis’s contact service centre (CSC).
Worldline will also route transactions across all channels in the centre, and says this means the 8,000 BNP Paribas Fortis business managers in customer centres and branches can focus on voice, email, chat, social media, and videophone interaction with their customers.
Daniel de Clerk, chief operating officer of BNP Paribas Fortis, says that the firm underwent a lengthy selection process that including an “in-depth functional and technical evaluation” before it selected Worldline.
He adds: “This will be a game-changer for BNP Paribas Fortis, and the CSC program will help us to transform the relationships between our bank and our customers, irrespective of their location or the way they contact us.”
Originally founded in 1990 and based in Belgium, BNP Paribas Fortis in its present form was created following the subprime crisis, when Fortis Bank was bought by the Belgian government and then sold to BNP Paribas.
Marc-Henri Desportes, deputy CEO of Worldline, says that the trust BNP Paribas Fortis has shown is “a major endorsement of our market positioning and our strategy.”
He adds: We [will] help them deliver on their digital transformation strategy and increase the satisfaction of their customers by providing a prompt and appropriate response to each request, irrespective of the channel customers decide to use.”