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Wrong Michael Adornetto?

Michael Adornetto

Managing Director - Fraud and Claims Executive

Bank of America Corporation

HQ Phone: (704) 386-5478

Bank of America Corporation

Bank Of America Corporate Center 100 N Tryon St

Charlotte, North Carolina 28255

United States

Company Description

Bank of America Corporation is a bank holding company, and a financial holding company. The Company is a financial institution, serving individual consumers, small and middle market businesses, large corporations and governments with a range of banking, i... more

Find other employees at this company (111,378)

Background Information

Employment History

Vice President Department Manager Client Contact Technology Services
Merrill Lynch & Co. Inc


Board of Managers Member
Viewpointe LLC

Web References (3 Total References)

Viewpointe Leadership

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Mike Adornetto, Bank of America

Mike Adornetto - US ...

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

"We worked with them in the ...

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"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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