Elixs IVR enables Banorte to reduce abandoned calls and handle many more banking service calls

Elix, specialist in interactive business solutions for contact centers, announced that Banco Mercantil del Norte (Banorte) of Mexico has chosen Elixs IVR interactive voice response platform for telephone banking services to handle the more than 20 million calls that the banks contact center receives per year. The open architecture and flexibility of Elixs IVR will enable Banorte to handle the ever-increasing number of inbound calls as the companys customer base continues to grow. In addition, the platforms stability has enabled Banorte to reach its quality standards concerning abandoned calls and port saturation. Additional information on the implementation, as well as interviews with Banorte and/or Elix are available. Agency contact for questions or interview request: Marlene Kovac Email: marlene@vergroup.com Tel.: +1.514.935.0166, ext. 149 Fax: +1.514.935.0162

Elixs IVR enables Banorte to reduce abandoned calls and handle many more banking service calls. The Mexican bank increases its self-service capacity

Montreal, Quebec (PRWEB) August 12, 2003 -- Elix, specialist in interactive business solutions for contact centers, announced that Banco Mercantil del Norte (Banorte) of Mexico, an affiliate of Grupo Financiero Banorte, has chosen Elixs IVR as its preferred interactive voice response platform for telephone banking services. The IVR platform will help Banorte to handle the more than 20 million calls its contact center receives per year; 80% of these calls, on average, are now handled automatically. Part of Banortes strategy is to promote the use of this channel to their customers by offering more self-service options such as payment of utility and credit card bills, transfers between accounts, product sales, and loyalty programs.

The open architecture and flexibility of Elixs IVR will allow Banorte, one of the most important financial institutions in Latin America, to handle the ever-increasing number of inbound calls as the companys customer base continues to grow. In addition, the platforms stability has allowed Banorte to reach its quality standards concerning abandoned calls and port saturation.

Elix´s open standards technology platform easily supports the current and future applications that our market will demand," says Máximo Maldonado Boyso, Telephonical Bank Subdirector. Banorte is now reaping the benefits with an impressive decrease in abandoned calls and an inspiring improvement in customer satisfaction."

About Grupo Financiero Banorte
Grupo Financiero Banorte is a Mexican institution that offers such services as: banking, leasing, factoring, brokerage house, insurance, afores (pension funds), and other financial services. Its subsidiary, Banco Mercantil del Norte, S.A. de C.V., was established in 1899 in Monterrey, N.L., where the institution is currently based, and has nationwide coverage through 1,069 branches and 2,508 ATMs.

Grupo Financiero Banorte remains a Mexican company run by the same group of investors who acquired it in 1992. Its total assets at the close of 2002 earned it a ranking of fourth in the entire domestic financial system. During 2002, the institution's share value rose 17 percent, making it the top-ranking financial institution in Latin America.

About Elix
Elix, specialist in interactive business solutions for contact centers, offers a complete suite of products and services for the development and optimization of contact centers. Elixs expertise is used by renowned corporations such as VISA, Duke Power, ABN-AMRO, IKEA, and Air Canada. From traditional to advanced contact center solutions and technologies including computer telephony integration, interactive voice response, speech recognition, text-to-speech, VoiceXML, fax, and Web integration, Elix uses its expertise to help evaluate, design, implement, and educate organizations when managing and integrating effective solutions that handle their most important asset, their customers.

Elixs mission is supported by Intel Communications Funds, Fondaction, GTI Capital, and Bell Mobility Investment. More information about the company is available at www.elixonline.com.

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Information:
Banorte
Marco Pardo
Contact Center President
Email: marco.pardo@banorte.com
Tel.: 011 52 (818) 1569702 or 011 52 (818) 1569708
Fax: 011 52 (818) 1560677

Elix
Rita Azrak
Director, Marketing and Communications
Email: rita.azrak@elixonline.com
Tel.: +1.514.768.1000, ext. 2323
Fax: +1.514.768.7680

Verrecchia Group Communications Inc.
Marlene Kovac
Email: marlene@vergroup.com
Tel.: +1.514.935.0166, ext. 149
Fax: +1.514.935.0162