Worldline has reached a multi-year deal to build and operate an omni-channel contact service centre for BNP Paribas Fortis.

Under the agreement, Worldline is tasked with creating and running a contact centre solution that will handle all interactions with customers, through whichever access channel they choose to use.

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As a service partner, Worldline will also route the transactions across all channels. This will allow the 8,000 BNP Paribas Fortis business managers within customer relationship centres and in branches to focus on interaction with customers—through voice, email, chat, social media, and videophone.

“The highest IT security and data protection standards”

According to Worldline, WL Contact complies with the highest IT security and data protection standards. It is deployed in SaaS mode, integrating seamlessly with BNP Paribas Fortis’ information systems.

“The solution employs cutting-edge contact centre technologies, such as natural language, artificial intelligence, and chat bots,” Worldline said in a release.

All BNP Paribas Fortis employees will be able to access WL Contact from their office, a branch, at home or on the move (via a mobile phone). Indeed, WL Contact will be available at all times and in all circumstances via a multilingual interface in French, Dutch, English or German, Worldline explained.

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“The result of a lengthy evaluation process”

Worldline was chosen among other potential providers after a lengthy selection process, said Daniel de Clerk, COO of BNP Paribas Fortis. Part of the process involved  an in-depth functional and technical evaluation of WL Contact.

“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,” de Clerk said.

Marc-Henri Desportes, deputy CEO of Worldline, said the two companies have built trust, having worked together in the past.

Helping to “deliver on the digital transformation strategy”

The choice made by BNP Paribas Fortis is “a major endorsement of our market positioning and our strategy of offering customer interaction services around the world to our major banking clients,” Desportes said.

He added that his company helps BNP Paribas Fortis deliver on its 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.“

Desportes concluded that Worldline’s strategy of rolling its WL Contact across Europe and serving leading financial institutions has taken a major step forward with BNP Paribas Fortis’ decision.