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Wrong Michael Adornetto?

Michael Adornetto

Managing Director - Treasury Fulfillment, Service and Operations Executive

Bank of America Merrill Lynch

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Bank of America Merrill Lynch

Background Information

Employment History

US Customer Service Contact Centers

Managing Director - Fraud and Claims Executive

Bank of America Corporation


Board of Managers Member
Viewpointe LLC

Web References (3 Total References)

Viewpointe Leadership [cached]

Mike Adornetto, Bank of America

Mike Adornetto - US ... [cached]

Mike Adornetto - US Customer Service Contact Centers, Adornetto was most recently a New BAC

"We worked with them in the ... [cached]

"We worked with them in the lab on it," says Mike Adornetto, VP, client contact technologies at Merrill Lynch. "But we don't expect to deploy it at our call centers until the middle of the year 2000 at the earliest."

Adornetto eventually hopes to use speech recognition software for all automated customer service. He says that Merrill Lynch's call centers currently make extensive use of an IVR system. "Our IVR platform has been evolving over the past 15 years so that we now use it to handle 80% of our call volume for inbound calls," he explains.
Adornetto explains that Merrill Lynch's agents must have a broad knowledge of the financial services industry to assess customers' needs and refer them to the right product, service or to another agent if necessary.
Regarding the upcoming purchase of predictive dialers, Adornetto explains that Merrill Lynch initially chose not to use them because the company doesn't run many outbound campaigns from its call centers. "Outbound sales come from our retail branch offices," he says.

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