The implementation of technology that allows customer service representatives to personalize customer interaction by drawing from real-time data sources has earned Discover a place on the 2010 InformationWeek 500 list of the most innovative users of information technology. This is the fifth consecutive year that Discover has made the list.
InformationWeek identifies and honors the nation’s most innovative users of information technology with its annual 500 listing and also tracks the technology, strategies, investments and administrative practices of America’s best-known companies.
InformationWeek recognized Discover for implementing a new platform that tracks all customer contacts through various channels and uses a decision engine to aggregate and process this information on a real-time basis. This gives customer service representatives the ability to provide custom and valuable assistance during service calls.
“Discover integrates technology with the needs and goals of the business to continuously create solutions that drive value to our customers,” said Glenn Schneider, chief information officer at Discover. “Our customer service personalization platform provides faster customer-focused solutions and saves call time for our cardmembers and employees.”
“For 22 years, the InformationWeek 500 has honored the most innovative users of business technology,” said InformationWeek Editor In Chief Rob Preston. “As we start to emerge from the worst recession in decades, the IT focus is now on driving growth — new sources of revenue, new relationships with customers, even new business models. This year’s ranking placed special emphasis on those companies and business technology executives leading that charge.”