Case Study: Affinion International achieves faster customer verification and improved agent efficiency with Enghouse Interactive

Using Technology to Improve Customer Service

Affinion International’s Portsmouth contact centre — the company’s largest in Europe with 270 advisors — handles thousands of calls daily on behalf of major brand clients and needed to improve responsiveness while preserving a client-branded experience. To automate caller identification and surface customer records to agents, Affinion selected Enghouse Interactive’s IVR capability, deploying Syntellect’s IVR portal with Phonelink for Siebel to support its Sentinel Card Protection business.

Enghouse Interactive implemented the Syntellect IVR with Phonelink integration (via partner Call Centre Technology Ltd) to authenticate callers using reference/card questions and screen‑pop customer details from Siebel to agents. The solution off‑loaded authentication from agents, shortened handle times (reducing call handling by at least 12 seconds per call), improved agent efficiency and personalization, and increased resilience and flexibility — helping Affinion operate more productively and strengthen customer retention. Enghouse Interactive’s solution directly enabled these measurable service and efficiency gains.

Affinion International

Andrew Mutch

Vice President Field Operations